Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

As a Customer Experience Analyst, you will play a key role in shaping Empower’s understanding of customer needs and enhancing experiences across all channels. You will analyze customer interactions, map end-to-end journeys, and translate insights into actionable recommendations that drive business improvements. This role requires a blend of analytical, creative, and communication skills to connect customer perspectives with strategic outcomes.

What you will do

• Create and maintain detailed customer journey maps that visualize client experiences and identify pain points and opportunities

• Analyze quantitative and qualitative data to uncover insights and root causes impacting customer satisfaction and loyalty

• Collaborate with cross-functional teams in product, marketing, service, operations, and compliance to align strategies with customer needs

• Translate Voice of Customer (VoC) feedback into actionable business initiatives that improve service and communication

• Develop and present insights reports that influence customer experience strategy and decision-making

• Monitor customer experience metrics and track progress against defined success measures

• Participate in cross-functional projects ensuring the customer perspective is represented throughout planning and execution

What you will bring

• Bachelor’s degree or equivalent experience

• 3+ years of experience in customer experience, process improvement, or business analysis

• Strong analytical skills with ability to transform complex data into clear and actionable recommendations

• Advanced PowerPoint skills with ability to develop visually engaging journey maps and reports

• Proficiency in Excel (pivot tables, formulas, vlookup) and familiarity with Tableau, Qualtrics, or Salesforce

• Excellent written and verbal communication skills for engaging and influencing stakeholders

• Strong organizational skills with ability to manage multiple projects and deadlines effectively

What will set you apart

• Experience designing and implementing Voice of Customer (VoC) programs or feedback mechanisms

• Knowledge of customer experience metrics such as NPS, CSAT, and CES

• Ability to synthesize diverse data sources into unified customer insights

• Experience leading workshops or design sessions to identify customer-driven improvements

• Collaborative approach to problem-solving with a focus on driving impact through influence

• Proven track record of improving customer processes or digital experiences

• Passion for enhancing client satisfaction and promoting Empower’s customer-centric culture

***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.***

What we offer you

We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

• Medical, dental, vision and life insurance
• Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup
• Tuition reimbursement up to $5,250/year
• Business-casual environment that includes the option to wear jeans
• Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year
• Paid volunteer time — 16 hours per calendar year
• Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)
• Business Resource Groups (BRGs) –  BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all.

Base Salary Range

The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Equal opportunity employer •  Drug-free workplace

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age (40 and over), race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law. 

***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.***

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