NOVEC
Get AI-powered advice on this job and more exclusive features.
Direct message the job poster from NOVEC
Energize your future by joining our team at Northern Virginia Electric Cooperative!
Overview
We are seeking a data-driven and customer-focused Customer Experience (CX) Operations Analyst to join our team. In this role, you will analyze customer feedback, operational performance data, and customer touchpoints to identify trends, uncover pain points, and recommend actionable insights to enhance the end-to-end customer experience. Your work will directly contribute to building stronger partnerships, improving satisfaction, and driving continuous improvement across the organization. This position collaborates closely with customer care, billing, metering, field services, operations, and IT teams to enhance customer satisfaction and operational efficiency. The position location will be at our Manassas or Loudoun office location – this will be determined at a later date. Essential Duties and Responsibilities
Analyze customer service metrics (e.g., response time, satisfaction scores, surveys, complaints, ticket volume) to identify performance trends and improvement opportunities. Develop and maintain dashboards and reports that provide clear and actionable insights to stakeholders. Collaborate with customer operations teams and other stakeholders to provide analytical support for projects and initiatives. Support the VoC program by systematically collecting, analyzing, and acting on customer feedback. Develop processes for tracking and responding to customer complaints and inquiries. Translate customer insights into actionable recommendations for product, marketing, and service improvements. Provide impact analysis and user feedback to support the rollout of new tools, platforms, or process changes. Assist in documenting and updating standard operating procedures (SOPs) and customer workflows. Participate in cross-functional projects to improve end-to-end service delivery. Education and Experience
Required Qualifications
Bachelor’s degree in Business, Marketing, Data Analytics, or a related field. 2+ years of related experience, including experience in a Customer Experience Analyst role. Strong analytical skills and experience with Microsoft Office and data and visualization tools such as Excel, Power BI, or Tableau. Experience managing small projects. Preferred Qualifications
CCXP certification. Experience with customer relationship management (CRM) systems. Familiarity with customer journey mapping or process improvement methodologies. Understanding of customer experience metrics (e.g., CSAT, NPS, or CES). Experience using and implementing AI for data analytics. Knowledge, Skills and Abilities
Excellent communication and interpersonal skills. Excellent presentation development and delivery skills. Detail-oriented with strong problem-solving abilities. Comfortable working cross-functionally and managing multiple priorities. What We Offer
Competitive salary and incentive plan Premier health benefits, including an onsite wellness center Survivor and Disability benefits 401(k) retirement plan with a 4% base salary match and an additional match of your contribution at a rate of 50% up to the first 12% Life insurance Vacation, Sick and Holiday Leave Educational Assistance Annual Company Events If you're ready to take the next step towards advancing your career, apply today! NOVEC is an equal opportunity employer and participates in E-Verify. We do not provide relocation or sponsorship for this position. Seniority level
Associate Employment type
Full-time Job function
Customer Service, Analyst, and Research Industries Utilities Referrals increase your chances of interviewing at NOVEC by 2x Inferred from the description for this job Medical insurance Vision insurance 401(k) Tuition assistance Disability insurance Get notified about new Operations Analyst jobs in
Manassas, VA . We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
We are seeking a data-driven and customer-focused Customer Experience (CX) Operations Analyst to join our team. In this role, you will analyze customer feedback, operational performance data, and customer touchpoints to identify trends, uncover pain points, and recommend actionable insights to enhance the end-to-end customer experience. Your work will directly contribute to building stronger partnerships, improving satisfaction, and driving continuous improvement across the organization. This position collaborates closely with customer care, billing, metering, field services, operations, and IT teams to enhance customer satisfaction and operational efficiency. The position location will be at our Manassas or Loudoun office location – this will be determined at a later date. Essential Duties and Responsibilities
Analyze customer service metrics (e.g., response time, satisfaction scores, surveys, complaints, ticket volume) to identify performance trends and improvement opportunities. Develop and maintain dashboards and reports that provide clear and actionable insights to stakeholders. Collaborate with customer operations teams and other stakeholders to provide analytical support for projects and initiatives. Support the VoC program by systematically collecting, analyzing, and acting on customer feedback. Develop processes for tracking and responding to customer complaints and inquiries. Translate customer insights into actionable recommendations for product, marketing, and service improvements. Provide impact analysis and user feedback to support the rollout of new tools, platforms, or process changes. Assist in documenting and updating standard operating procedures (SOPs) and customer workflows. Participate in cross-functional projects to improve end-to-end service delivery. Education and Experience
Required Qualifications
Bachelor’s degree in Business, Marketing, Data Analytics, or a related field. 2+ years of related experience, including experience in a Customer Experience Analyst role. Strong analytical skills and experience with Microsoft Office and data and visualization tools such as Excel, Power BI, or Tableau. Experience managing small projects. Preferred Qualifications
CCXP certification. Experience with customer relationship management (CRM) systems. Familiarity with customer journey mapping or process improvement methodologies. Understanding of customer experience metrics (e.g., CSAT, NPS, or CES). Experience using and implementing AI for data analytics. Knowledge, Skills and Abilities
Excellent communication and interpersonal skills. Excellent presentation development and delivery skills. Detail-oriented with strong problem-solving abilities. Comfortable working cross-functionally and managing multiple priorities. What We Offer
Competitive salary and incentive plan Premier health benefits, including an onsite wellness center Survivor and Disability benefits 401(k) retirement plan with a 4% base salary match and an additional match of your contribution at a rate of 50% up to the first 12% Life insurance Vacation, Sick and Holiday Leave Educational Assistance Annual Company Events If you're ready to take the next step towards advancing your career, apply today! NOVEC is an equal opportunity employer and participates in E-Verify. We do not provide relocation or sponsorship for this position. Seniority level
Associate Employment type
Full-time Job function
Customer Service, Analyst, and Research Industries Utilities Referrals increase your chances of interviewing at NOVEC by 2x Inferred from the description for this job Medical insurance Vision insurance 401(k) Tuition assistance Disability insurance Get notified about new Operations Analyst jobs in
Manassas, VA . We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr