Senior Analyst/Digital UX/UI

📍 Job Overview

Job Title: Senior Analyst / Digital UX/UI
Company: Southwest Gas Corporation
Location: Las Vegas, Nevada, United States
Job Type: Full time
Category: Digital Experience Operations / Customer Technology Support
Date Posted: July 30, 2025
Experience Level: 5-10 Years
Remote Status: On-site

🚀 Role Summary

• This role focuses on optimizing the digital customer experience through in-depth data analysis and the implementation of user-centric design principles within the Customer Technology Support Department.
• The Senior Analyst will champion customer-centric initiatives, leveraging research and data to translate customer feedback into actionable insights for digital platform enhancements.
• Key responsibilities include trend analysis, performance measurement, and the strategic implementation of digital customer experience improvements across various platforms.
• This position requires a strong blend of analytical, technical, and interpersonal skills to drive continuous process improvement and enhance digital engagement.

📝 Enhancement Note: While the title includes "Digital UX/UI," the detailed responsibilities and qualifications strongly indicate a focus on the operational aspects of digital experience, emphasizing data analysis, process improvement, and performance measurement rather than pure design execution. This role sits within the Customer Technology Support Department, suggesting a strong link to operational efficiency and customer service delivery through digital channels.

📈 Primary Responsibilities

• Lead the analysis and consolidation of data from various digital channels and platforms to identify opportunities for continuous process improvement, increased digital usage and containment, and enhancement of the overall customer experience.
• Oversee the tracking and measurement of key performance indicators (KPIs) pertaining to the digital customer experience, such as CSAT and NPS scores, and site interactions to improve user flow and engagement.
• Leverage Voice of Customer (VoC) feedback and data analytics from various sources, including benchmarking data, survey results, market studies, customer service interactions, and industry reports, to optimize digital portals for usability, efficiency, and customer experience.
• Spearhead efforts to identify trends and patterns in customer behavior to formulate data-driven recommendations that inform strategic decisions for digital channel enhancements.
• Plan and consolidate the communication of insights and recommendations to technical and business support teams to facilitate the implementation of UX/UI changes, such as navigation, site architecture, and content for digital channel improvements.
• Translate research and data findings into clear and concise narratives demonstrating the value of the insights, driving improvements that support departmental and organizational objectives.
• Coordinate the gathering and evaluation of business requirements from cross-functional stakeholders to collaborate on UX strategies and digital channel improvements.
• Develop personalization and segmentation strategies to achieve effective outreach communications and drive program adoption for digital initiatives.
• Create, write, and develop dynamic, engaging, and customer-friendly content for digital platforms.
• Analyze test outcomes to recommend data-driven solutions for ongoing optimization efforts and digital experience enhancements.
• Develop presentations, reports, and dashboards in Power BI, Tableau, PowerPoint, or equivalent tools to present key performance metrics, visualizations, and highlight opportunities for improvement.
• Communicate complex user experience findings clearly and provide leadership on the planning and implementation of actionable recommendations tailored to different audiences, including technical, non-technical, operations, customer, and management stakeholders.
• Manage the coordination, planning, and execution of complex customer experience projects, ensuring they are completed on time, within budget, and to required quality standards.
• Consult on the analysis and reporting of the customer experience and associated reporting to ensure appropriate trends are identified and presented to department leadership.
• Perform related duties and responsibilities as assigned to support the Customer Technology Support Department's objectives.

📝 Enhancement Note: The responsibilities emphasize a strong focus on data-driven decision-making, process optimization within digital channels, and cross-functional collaboration. The role requires not just analysis but also the strategic communication and project management of these insights into tangible improvements, aligning with a Senior Analyst's strategic contribution. The mention of "increased digital usage and containment" highlights an operational efficiency goal.

🎓 Skills & Qualifications

Education:

• A Bachelor’s degree in Digital Analytics, Marketing, UX Design, Psychology, Computer Science, or a related field from an accredited university.
• An equivalent combination of education and relevant experience sufficient to successfully perform the essential job responsibilities will also be considered.

Experience:

• Four to six years of relevant work experience is required.
• Experience in leading and developing processes and teams is highly desirable.
• Strong project management experience coordinating project streams and delivering results across cross-functional teams is preferred.
• Experience with quality improvement methodologies like PDCA, Six Sigma, Lean, or Root Cause Analysis is a strong plus.

Required Skills:

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
• Experience with visualization representation tools such as Power BI, SAC, Tableau, or similar reporting formats.
• A strong blend of analytical, technical, and interpersonal skills.
• Effective verbal and written communication skills for conveying complex information.
• Familiarity with customer feedback management platforms and VoC data.
• Strong problem-solving and critical thinking skills for identifying and resolving digital experience issues.
• Ability to analyze user data to identify trends and patterns effectively.

Preferred Skills:

• Knowledge of user research and UX/UI design principles and tools such as Sketch, Figma, Adobe XD, or similar software.
• Familiarity with HTML, CSS, and JavaScript for understanding web functionalities.
• Experience with user research methods, such as usability testing, surveys, and interviews.
• Experience with web analytics tools (e.g., Google Analytics), digital experience platforms, and data analysis software.
• Strong understanding of usability best practices and experience with web ADA accessibility compliance and WCAG guidelines.
• A customer-centric mindset with a keen understanding of customers’ needs and expectations.
• Ability to communicate complex UX/UI concepts to different audiences through creative narratives and visualizations.
• Knowledge of customer journey mapping and personas.
• Knowledge of website design, self-service applications, and platforms within a corporate environment.
• Knowledge of the utility industry is advantageous.

📝 Enhancement Note: The distinction between required and preferred skills highlights the blend of operational analytics and user experience understanding. The emphasis on "digital analytics," "data analysis," "performance measurement," and "visualization tools" points towards a strong operations analytics foundation, while "UX/UI design principles," "user research," and "accessibility guidelines" indicate a need for understanding user-centricity and digital usability from an operational improvement perspective. The experience level suggests a role with significant responsibility and autonomy.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrations of how data analysis led to tangible process improvements in digital customer interactions.
• Case studies showcasing the impact of UX/UI optimization on key performance indicators (e.g., conversion rates, task completion, customer satisfaction).
• Examples of data visualization dashboards created to track digital experience metrics and communicate insights to stakeholders.
• Evidence of translating customer feedback (VoC) into actionable recommendations and tracking their implementation.
• Documentation of projects that involved cross-functional collaboration to enhance digital platforms or processes.

Process Documentation:

• Work samples that illustrate the process of analyzing digital behavior data to identify friction points or areas for improvement.
• Examples of how user research findings were integrated into digital strategy or design recommendations.
• Documentation of experience with web analytics tools and how they were used to measure digital performance and inform optimization efforts.
• Evidence of understanding and applying usability best practices and accessibility standards (e.g., WCAG) in digital projects.
• Any examples of developing or refining customer journey maps and personas for digital channels.

📝 Enhancement Note: While a formal portfolio isn't explicitly requested, the nature of the role and its responsibilities implies that candidates will be expected to articulate their experience through concrete examples. This section outlines the types of projects and achievements that would best demonstrate the candidate's capabilities in data-driven digital experience optimization and operational improvement.

💵 Compensation & Benefits

Salary Range:

• Las Vegas, NV: $82,926 - $120,278 per year.

Benefits:

• Southwest Gas offers a flexible compensation approach, tailoring offers based on candidate experience, industry knowledge, location, technical and communication skills, and other relevant factors.
• While specific benefits are not detailed in the provided listing, typical comprehensive benefits packages for a company of this size and industry often include:
  • Health, Dental, and Vision Insurance
  • Retirement Savings Plans (e.g., 401k) with company match
  • Paid Time Off (PTO), including vacation, sick leave, and holidays
  • Life and Disability Insurance
  • Professional Development and Training Opportunities
  • Employee Assistance Programs
  • Potential for performance-based bonuses or incentives

Working Hours:

• The role is listed as "Full time," implying a standard 40-hour work week.
• Regular and predictable attendance is stated as a condition of employment and an essential function of the job.

📝 Enhancement Note: The salary range provided is specific to the Las Vegas location and reflects a mid-to-senior level analyst role in the tech/operations sector. The company's statement about flexibility in compensation suggests that candidates with strong, relevant experience and demonstrated impact in digital operations and UX analysis may command offers at the higher end of the range.

🎯 Team & Company Context

🏢 Company Culture

Industry: Utilities / Energy Services. Southwest Gas Corporation provides natural gas distribution services to customers across Arizona, Nevada, and California. Company Size: Southwest Gas is a significant utility provider, likely employing several thousand individuals. This implies a structured corporate environment with established processes and departments. Founded: Southwest Gas was founded in 1931, indicating a long-standing history and stability within the utility sector.

Team Structure:

• The Senior Analyst will be part of the Customer Technology Support Department.
• This position may have up to four exempt direct reports, suggesting a potential leadership or team management component within a specialized support function.
• The role involves frequent information exchange with exempt and non-exempt personnel, department management, and outside vendors/contractors, highlighting a collaborative and communicative environment.

Methodology:

• The role emphasizes a data-driven approach to digital experience optimization, utilizing analytics, VoC feedback, and benchmarking data.
• Continuous process improvement, user flow enhancement, and increasing digital engagement are key operational methodologies.
• Collaboration with cross-functional teams is essential for implementing UX/UI changes and strategic decisions.
• Quality improvement methodologies like PDCA, Six Sigma, Lean, or Root Cause Analysis are relevant to the company's approach to operational excellence.

Company Website: https://www.swgas.com/ (Note: The provided organization_url appears to be an Oracle Cloud applicant tracking system link, not the primary company website.)

📝 Enhancement Note: The company's industry (utilities) suggests a focus on reliability, customer service, and operational efficiency. The size and history of Southwest Gas imply a stable, established organization where process adherence and data-driven strategy are likely valued. The potential for direct reports indicates that leadership and team development might be part of the role's long-term trajectory.

📈 Career & Growth Analysis

Operations Career Level: This is a "Senior Analyst" position, indicating a level of expertise and responsibility beyond entry-level or standard analyst roles. It suggests a focus on strategic input, project leadership, and potentially team oversight. Reporting Structure: The role is an individual contributor within the Customer Technology Support Department but may have direct reports. It will likely report to a Manager or Director within that department, with frequent interaction with various technology support teams and other organizational departments, as well as senior management. Operations Impact: The role directly impacts customer satisfaction and operational efficiency by optimizing digital channels. Improvements in digital usage, containment, and user experience contribute to cost savings, better customer service delivery, and enhanced brand perception. The insights generated will inform strategic decisions for digital customer engagement.

Growth Opportunities:

• Leadership Development: With the potential for direct reports, there's an opportunity to develop management and leadership skills, overseeing a team focused on digital experience analytics and improvements.
• Specialization: Deepen expertise in digital analytics, UX research, customer journey mapping, and specific data visualization or web analytics tools.
• Cross-Functional Influence: Gain broader organizational knowledge and influence by collaborating with various departments, potentially leading to roles in broader customer strategy, digital transformation, or business analysis.
• Process Improvement Expertise: Become a subject matter expert in quality improvement methodologies and their application to digital operations.
• Industry Knowledge: Develop a specialized understanding of the utility industry's digital customer engagement challenges and best practices.

📝 Enhancement Note: The "Senior" title and potential for direct reports suggest this role is a significant step in an operations career. Growth is likely to come from deepening expertise in digital operations, expanding leadership capabilities, and influencing strategic direction within the company's digital customer service framework.

🌐 Work Environment

Office Type: On-site in Las Vegas, Nevada. This implies a traditional office setting within a corporate environment. Office Location(s): Las Vegas, Nevada. Specific office building details are not provided but would be within the primary service territory of Southwest Gas. Workspace Context:

• The work environment will likely be collaborative, requiring interaction with various technology support teams and other departments.
• Access to necessary digital tools and analytics platforms will be provided to support data analysis and reporting.
• Opportunities will exist for team meetings, project discussions, and knowledge sharing sessions focused on digital customer experience. Work Schedule: Standard 40-hour work week, with emphasis on regular and predictable attendance. While the core hours may be fixed, there might be flexibility for tasks requiring focused analysis or project deadlines, managed in coordination with departmental management.

📝 Enhancement Note: The on-site requirement suggests a preference for in-person collaboration and direct access to company resources and teams, which can be beneficial for roles involving cross-functional work and direct stakeholder engagement.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter may conduct a brief phone screen to assess basic qualifications, experience, and cultural fit.
• Hiring Manager Interview: Detailed discussion with the hiring manager to delve into experience related to digital analytics, UX/UI principles, data analysis, and project management. Expect behavioral questions and scenario-based questions.
• Technical/Skills Assessment: This might involve a discussion about specific tools (Power BI, Tableau, web analytics), a case study, or a presentation of past work. Candidates should be prepared to discuss their approach to data analysis, process improvement, and optimizing digital customer experiences.
• Cross-Functional/Team Interview: Potentially meet with team members or stakeholders from other departments to assess collaboration skills and understanding of broader business needs.
• Final Interview: Possibly with senior leadership to discuss strategic alignment and overall fit.

Portfolio Review Tips:

• Focus on Impact: Highlight quantifiable results from your work. Showcase how your analysis and recommendations led to specific improvements in KPIs like customer satisfaction (CSAT), Net Promoter Score (NPS), digital engagement, or process efficiency.
• Data-Driven Narratives: Structure your examples like mini case studies. Clearly define the problem, your analytical approach, the data points used, your recommendations, and the outcome. Use visualizations where appropriate.
• Tool Proficiency: Be ready to discuss your experience with specific tools mentioned (Power BI, Tableau, web analytics, feedback platforms) and how you leveraged them to achieve results.
• Process Improvement Examples: Demonstrate your ability to identify bottlenecks, analyze root causes, and implement solutions that streamline digital customer journeys.
• Cross-Functional Collaboration: Provide examples of how you worked with different teams (IT, marketing, customer service) to gather requirements, communicate insights, and implement changes.

Challenge Preparation:

• Be prepared for a potential case study or a prompt asking you to analyze a hypothetical digital customer journey or data set.
• Practice articulating your thought process for problem-solving, data interpretation, and recommendation development.
• Think about how you would present complex findings to both technical and non-technical audiences.
• Review common UX/UI best practices and accessibility standards (WCAG) as they might be tested.

📝 Enhancement Note: Given the "Senior" title, expect interviewers to focus on strategic thinking, leadership potential, and the ability to drive significant operational improvements through data and user-centric approaches. Demonstrating a clear understanding of how digital experience impacts business outcomes will be crucial.

🛠 Tools & Technology Stack

Primary Tools:

• Data Visualization & Reporting: Power BI, Tableau, SAC, or similar reporting formats. Candidates should be proficient in creating dashboards and reports that effectively communicate complex data.
• Web Analytics: Experience with web analytics tools (e.g., Google Analytics) to track user behavior, analyze site performance, and identify trends is highly desirable.
• Customer Feedback Management: Familiarity with platforms for managing customer feedback (VoC) and survey data is required.
• Microsoft Office Suite: Essential for general productivity, reporting, and presentations (Word, Excel, PowerPoint).

Analytics & Reporting:

• Data Analysis Software: Ability to analyze user data to identify trends and patterns.
• Dashboard Creation: Proficiency in building dynamic dashboards and reports to present key performance metrics and visualizations.

CRM & Automation:

• While not explicitly mentioned, experience with CRM systems (like Salesforce) and marketing automation platforms could be beneficial for understanding customer segmentation and outreach communications in a broader context.
• Knowledge of HTML, CSS, and JavaScript is desirable for understanding web functionalities and potential technical requirements for UX/UI changes.

📝 Enhancement Note: The core technical requirements revolve around data analysis and visualization tools, with a strong emphasis on translating that data into actionable insights for digital experience improvement. Familiarity with web analytics and customer feedback platforms is also key.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A fundamental value, driving all efforts to understand and improve the customer experience across digital platforms.
• Data-Driven Decision Making: Relying on analytics, VoC, and performance metrics to guide strategy and operational improvements.
• Continuous Improvement: A commitment to ongoing optimization of processes, digital interfaces, and customer journeys.
• Collaboration: Working effectively with cross-functional teams to achieve shared goals and implement changes.
• Accountability: Taking ownership of projects, insights, and driving them to successful completion.
• Efficiency: Striving for operational excellence by increasing digital usage, containment, and streamlining user interactions.

Collaboration Style:

• The role requires close collaboration with various technology support teams and other departments across the organization.
• Communication will be key, involving sharing insights and recommendations with technical and business support teams, as well as leadership.
• A proactive approach to gathering business requirements from stakeholders and incorporating their feedback into strategies is expected.

📝 Enhancement Note: The values point towards a team that is analytical, customer-focused, and committed to tangible results through process enhancement and data utilization. The collaborative style is essential for driving change within a larger organization.

⚡ Challenges & Growth Opportunities

Challenges:

• Translating Data to Action: Effectively communicating complex data findings and gaining buy-in for recommended changes from diverse stakeholders.
• Cross-Functional Alignment: Coordinating efforts and managing expectations across multiple departments with potentially different priorities.
• Keeping Pace with Digital Trends: Staying updated on evolving digital technologies, user behaviors, and best practices in UX/UI and analytics.
• Balancing User Needs with Business Goals: Ensuring digital experiences meet user expectations while also supporting organizational objectives for efficiency and engagement.
• Measuring ROI of UX Improvements: Quantifying the direct impact of UX/UI changes on business outcomes and demonstrating their value.

Learning & Development Opportunities:

• Advanced Analytics & Visualization: Opportunities to deepen skills in data analysis techniques and master advanced features of tools like Power BI or Tableau.
• User Research Methodologies: Gaining hands-on experience or advanced training in various user research techniques, such as usability testing, A/B testing, and in-depth interviews.
• UX/UI Design Principles: Further developing understanding of UX/UI design principles, accessibility standards, and potentially learning new design tools.
• Project Management: Strengthening project management skills through leading complex customer experience initiatives.
• Industry Specialization: Becoming a subject matter expert in digital customer experience within the utility sector.

📝 Enhancement Note: The role presents a good opportunity to tackle complex data challenges and drive meaningful change in a customer-facing operational context. Growth will come from mastering analytical tools, understanding user psychology, and developing strong stakeholder management skills.

💡 Interview Preparation

Strategy Questions:

• Data Interpretation: "Describe a time you analyzed a large dataset related to digital user behavior. What were your key findings, and how did you translate them into actionable recommendations?"
• Process Improvement: "Walk me through a process you optimized within a digital channel. What was the problem, what steps did you take, and what was the measurable outcome?"
• Stakeholder Management: "How do you approach communicating complex technical or analytical insights to non-technical stakeholders, such as senior management or customer service teams?"
• Tool Proficiency: "Tell me about your experience with Power BI/Tableau. How have you used it to drive business decisions or present insights?"
• Customer Focus: "How do you incorporate Voice of Customer (VoC) feedback into your analysis and recommendations for digital experience improvements?"

Company & Culture Questions:

• "What do you know about Southwest Gas and our commitment to customer service?"
• "How do you see your skills contributing to our goal of enhancing digital customer experiences?"
• "Describe your ideal team environment and how you contribute to a collaborative culture."
• "How do you prioritize competing demands when working on multiple projects or with various stakeholders?"

Portfolio Presentation Strategy:

• STAR Method: For behavioral questions, use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
• Quantify Achievements: Wherever possible, use numbers and metrics to demonstrate the impact of your work (e.g., "increased conversion rate by 15%," "reduced customer support calls by 10%").
• Visual Aids: If presenting examples of your work (dashboards, reports), ensure they are clear, concise, and visually appealing. Be prepared to walk through them and explain your thought process.
• Focus on Process: Clearly articulate the steps you took in your analytical and problem-solving processes.
• Tailor to Southwest Gas: Show that you've researched the company and understand their business and customer needs. Connect your experience to their specific challenges and goals.

📝 Enhancement Note: Preparation should focus on demonstrating a strong analytical foundation, a clear understanding of digital customer experience best practices, and the ability to communicate and implement strategic improvements. Highlighting past successes with quantifiable results will be key.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Oracle Cloud applicant tracking system link.
• Portfolio Customization: Prepare to discuss specific projects from your career that highlight your experience in digital analytics, process optimization, data visualization, and customer experience improvement. If you have a digital portfolio, ensure it clearly showcases your ability to translate data into actionable insights and measurable results.
• Resume Optimization: Tailor your resume to emphasize keywords related to digital analytics, UX/UI optimization, data analysis, performance measurement, Power BI/Tableau, customer feedback management, and project management. Quantify your achievements with specific data and metrics.
• Interview Preparation: Practice articulating your experience using the STAR method, focusing on how you've driven improvements in digital customer experiences through data analysis and process enhancements. Be ready to discuss your approach to problem-solving and collaboration.
• Company Research: Familiarize yourself with Southwest Gas's mission, values, and current digital initiatives. Understand their position in the utility industry and how customer experience plays a role in their operations.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.