Customer Experience Analyst

Job Posting End Date

06-02-2025

Please note the job posting will close on the day before the posting end date.

Job Summary

Where Putting the Customer First Powers Everything We Do.

At AEP, we're more than just an energy company. We're a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!

Job Description

Work Designation - Onsite at 1 Riverside Plaza, Columbus, OH

The Customer Experience Analyst plays a crucial role in enhancing customer satisfaction by analyzing feedback and behaviors. This position focuses on improving customer service processes and ensuring a seamless customer journey across all touchpoints.

What You’ll Do:

• Implementation: Work closely with sales teams, customer service, marketing, and data teams to implement and lead the execution of initiatives that enhances the overall customer experience. This includes developing project plans, setting timelines and ensuring smooth implementation. Act as the primary contact for all customer data-related inquiries. This involves owning and managing customer databases, ensuring data accuracy, and implementing best practices.
• Data Analysis & Feedback: Collect and analyze customer feedback data from surveys from data team, social media, and direct interactions to identify trends and actionable insights. Develop and implement a robust feedback loop with customers to ensure continuous improvement in service quality.
• Reporting: Prepare and present reports on customer satisfaction metrics and experience insights to management and stakeholders, highlighting specific areas of strength and opportunities for improvement, offering strategies to enhance to overall customer experience.
• Customer Journey Mapping: Collaborate with cross-functional teams to map customer journeys and identify pain points in the customer experience. Facilitate workshops with stakeholders from various departments to gather insights and foster collaboration.
• Recommendation Development: Develop actionable recommendations based on data analysis to improve customer experience and service delivery.
• Monitoring Trends: Conduct regular market research to stay informed on industry trends and best practices in customer experience management. Leverage both qualitative and quantitative research methods to gather comprehensive insights. Monitor social media platforms, online reviews, and forums to gauge customer sentiment and feedback in real time.

What We’re Looking For:

Education: Bachelor’s degree in business administration, marketing, communications, or related field

Experience: Customer experience, marketing, or data analysis experience preferred

Licenses/Certifications: NA

Other Requirements:

• Analytical mindset: Attention to detail.
• Problem-solving abilities: Strong skills in identifying solutions.
• Customer-focused attitude: Prioritizing customer needs and satisfaction.
• Technical proficiency: Proficient in Microsoft Office Suite and data visualization software.
• Experience: Background in customer experience analysis or a similar role.
• Analytical skills: Strong proficiency in data analysis tools (e.g., Excel, SQL, Tableau).
• Communication skills: Excellent verbal and presentation abilities.
• Collaborative work: Ability to work effectively across departments.
• Knowledge: Familiarity with customer experience frameworks and methodologies is a plus.

What You’ll Get:

Grade 05 - $61,647 to $77,057

In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.

Compensation Data

Compensation Grade:

SP20-005

Compensation Range:

$61,647.00-77,057.50 USD

The Physical Demand Level for this job is: S – Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting mos