Principal Analyst, Customer Success

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Job Summary

The Analyst job function was created to undertake policy definition and approval, customer experience definition, strategic positioning, and other similar functions associated with the Retail Energy work streams. As part of this team, the Analyst V has responsibility for analyzing and developing improvements to business processes, identifying and facilitating the creation of appropriate reporting around each function, managing and integrating processes relating to operations, and delivering an improved customer experience.

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Establish and maintain methodologies to ensure on-going integration of processes
• Design measurement criteria to monitor the nature of the integration process
• Implement and manage an effective change management process to ensure smooth transition of new or adapted processes
• Identify process improvements to enhance the Retail Energy effectiveness and efficiency
• Monitor and assess day-to-day related issues to ensure business practices, policies and procedures are executed effectively
• Work with key personnel to define reporting needs and follow through with partner(s) to develop the tools
• Integrate and manage data from various systems including CIS, CIS+, SAP and external sources
• Work closely with Governance, business units and strategic partners to coordinate execution and implementation of new business and/or regulatory requirements
• Resolve reported issues in a timely and decisive manner, or escalate as appropriate
• Analyze massive amounts of customer data, such as customer feedback to identify solutions to improve and enhance the customers’ experience
• Assess, analyze and prioritize business proposals for operational viability and ensure alignment with objectives
• Create and maintain ongoing dialogue with strategic partner(s), internal personnel and Governance to ensure a positive, valued relationship that has unambiguous alignment with business initiatives
• Apply a wide variety of high-level statistical and mathematical techniques to complicated processes for modeling, forecasting, profiling, and other complex analytical problems
• Employ statistical knowledge to develop relevant descriptive statistics related to business functions and other characteristics used to segment customers
• Actively work with various internal/external teams by providing data expertise, offering original perspectives, and challenging conventional views to better align decision making/perceptions with changing business needs
• Has Subject Matter Expert responsibility for analyzing and developing improvements to business process
• Provide direction and guidance to Analysts

Experience, Education & Skill Requirements

• 5-7+ years of related work experience
• 2-3+ years experience with customer facing and project coordination/mgt methods required
• 3-5+ years developing and analyzing large-scale customer information system or processes
• Excellent negotiating, consensus building and conflict resolution skills
• Extensive communication and teamwork skills with both internal and external customers Able to effectively contribute to and lead small work groups, process team and focus groups
• Advanced Skill in using computer software applications such as MS Office products
• Strong analytical skills, including root cause analysis
• Working knowledge of Internet and related emerging technologies used to effectively aggregate/analyze critical business data
• Excellent Project Management skills
• Skill in developing process flows
• High School diploma or equivalent required

Key Metrics

• IVR Self-Service containment
• Call Center Service Level Performance 85/45
• Delivery of Business Stakeholder requested project
• Testing accuracy of 95%

• •2+ year's experience performing data analytics / data modeling

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