Business Analyst - FirstEnergy Corporation - Akron FirstEnergy Headquarters

FirstEnergy at a Glance

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.

FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

 

About the Opportunity

The analyst role is integral to the Customer Care Support & Planning Group within Customer Care. As part of a centralized team that provides tools and subject matter expertise, the Analyst monitors day-to-day operations, evaluates trends, and identifies opportunities to strengthen Customer Care processes and the customer experience while aligning to business objectives.  The analyst collaborates and executes a range of tasks to meet daily operational needs, including contractor onboarding and readiness, assessing coaching and feedback effectiveness, feedback and analysis, supporting internal communication relevant to processes and procedures within Customer Care, and maintaining knowledge resources to improve consistency and adoption. 

Key Responsibilities:

• Develop and implement initiatives tailored to Customer Care, addressing critical tasks and opportunities.
• Issue identification, root cause analysis, and resolution related to customer care operations.
• Identify trends, risks, and opportunities impacting customer experience and operational efficiency
• Document business processes, workflows, procedures.
• Analysis of feedback and metrics to identify experience gaps and opportunities for customer care operations.
• Partner with key stakeholders to ensure consistency and alignment in Customer Care operations, including third-party agency productivity, efficient contractor onboarding, cost-effective training solutions, robust knowledge management, and clear communication strategies.
• Analyze and synthesize frontline feedback to surface root causes, quantify impact, and prioritize Customer Care improvements aligned to business outcomes. 
• Promote programs designed to foster a positive and collaborative work atmosphere using participation and outcome metrics.
• Develop and deliver effective strategies for Customer Care, ensuring employees are well-informed and engaged regarding Customer Care process updates, events, project milestones, and staff meetings ensuring that measures are reached and there is comprehension to improve adoption.
• Analyze operations and program data to evaluate the effectiveness of Customer Care initiatives, identify trends and drivers, and deliver actionable recommendations.
• Evaluate new tools by defining requirements for Customer Care use, comparing options, and sizing impact to scale Customer Care capabilities.
•  Improve Knowledge Management adoption by analyzing usage, search/deflection, gaps, and accuracy while sustaining a centralized and evolving knowledge repository to support productivity and information accuracy.
• Participate and lead cross-functional projects to assess change impacts and risks, define success metrics, and validate measurable outcomes for system and process changes

Qualifications at the Assistant Business Analyst level include:

• Two or four year degree in a related discipline is preferred, with minimum 2 years relevant work experience preferred. In lieu of a degree, 2-4 years relevant experience required.
• Strong collaboration skills and ability to build relationships with key stakeholders
• Ability to  analyze, interpret, and make recommendations based upon analytics
• Excellent communications skills including the ability to implement and articulate guidelines and procedures
• Questioning attitude and willingness to challenge the status quo 
• Must be able to maintain confidentiality, work independently and /or in teams, and demonstrate strong decision-making capabilities 
• Models FE core values and behaviors
• Ability to deliver quality, accurate work within established guidelines
• Basic analytical, critical thinking, problem-solving and decision-making skills are necessary with proven ability to work effectively in a team environment
• Ability to research and utilize best practices
• Actively seek ways to build challenges and add value within scope of assignments
• Awareness of changes to tasks, processes, and procedures that impact the organization

Qualifications for the Associate Business Analys