Electricenergyonline
Analyst III, Priority Customer Care TXU Energy Location: Texas Category: Custome
Electricenergyonline, Dallas, Texas, United States, 75215
Job Summary
The Analyst III position is designed for a proactive and strategic professional to drive operational excellence and enhanced customer experiences. This role is responsible for designing and implementing methodologies that enhance customer experiences through data-driven insights and customer journey reviews that identify opportunities for process improvement. The Analyst III must be adept at assessing the tactical aspects of business / customer operations through data analysis (structured / unstructured), customer feedback analysis, identifying trends and opportunities, and working collaboratively to implement solutions that result in improved customer experiences, positively impacting customer escalation and complaint results.
Job Description Key Roles & Responsibilities
Work independently to extract and analyze data and customer feedback to identify and implement solutions that improve processes and enhance the customer experience resulting in reduced customer escalations and customer complaints
Design and implement reporting solutions that measure the integration of process improvements and their impact to customer experiences
Ongoing assessment of team data capture practices and data repositories to optimize complaint root cause analysis capabilities and deliver actionable insights
Develop, implement, publish, and present regular and ad hoc reports timely and accurately
Monitor and assess day-to-day related issues to ensure business practices, policies and procedures are executed in an effective manner
Build and maintain effective partnerships with various departments to align efforts and achieve goals
Support development of departmental and company processes & procedures
Education, Experience, and Skill Requirements
3-5+ years of related work experience
1-2 years experience with customer facing and project coordination/mgt methods required
2-4+ years developing and analyzing large-scale customer information system or processes
Excellent communication and teamwork skills with both internal and external customers
Able to effectively contribute to and lead small work groups, process teams and focus groups
Working knowledge of emerging technologies (artificial intelligence, speech transcription analytics, etc.) to effectively aggregate/analyze critical business data, identifying trends and improvement opportunities
Advanced Skill in using Excel and other MS Office products
Experience with data visualization tools (e.g., Tableau, Power BI, etc.) required
Strong analytical skills, including root cause analysis
Ability to understand and interpret data to extract valuable insights, identify trends, and drive business decisions, provide actionable insights to management and stakeholders
Ability to clearly articulate findings and recommendations to both technical and non-technical audiences
Excellent Project Management skills
Skill in developing process flows
High School diploma or equivalent required
Key Metrics
Contributory responsibility for achievement of Vistra Retail Scorecard customer complaint goal and other CXS complaint metrics, achieving the highest customer service rating in states where the Regulatory Commission publishes a Complaint Scorecard and in achieving an A+ BBB rating for all Vistra Energy Retail brands
Timely and accurate creation of regular and ad hoc reporting
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Job Description Key Roles & Responsibilities
Work independently to extract and analyze data and customer feedback to identify and implement solutions that improve processes and enhance the customer experience resulting in reduced customer escalations and customer complaints
Design and implement reporting solutions that measure the integration of process improvements and their impact to customer experiences
Ongoing assessment of team data capture practices and data repositories to optimize complaint root cause analysis capabilities and deliver actionable insights
Develop, implement, publish, and present regular and ad hoc reports timely and accurately
Monitor and assess day-to-day related issues to ensure business practices, policies and procedures are executed in an effective manner
Build and maintain effective partnerships with various departments to align efforts and achieve goals
Support development of departmental and company processes & procedures
Education, Experience, and Skill Requirements
3-5+ years of related work experience
1-2 years experience with customer facing and project coordination/mgt methods required
2-4+ years developing and analyzing large-scale customer information system or processes
Excellent communication and teamwork skills with both internal and external customers
Able to effectively contribute to and lead small work groups, process teams and focus groups
Working knowledge of emerging technologies (artificial intelligence, speech transcription analytics, etc.) to effectively aggregate/analyze critical business data, identifying trends and improvement opportunities
Advanced Skill in using Excel and other MS Office products
Experience with data visualization tools (e.g., Tableau, Power BI, etc.) required
Strong analytical skills, including root cause analysis
Ability to understand and interpret data to extract valuable insights, identify trends, and drive business decisions, provide actionable insights to management and stakeholders
Ability to clearly articulate findings and recommendations to both technical and non-technical audiences
Excellent Project Management skills
Skill in developing process flows
High School diploma or equivalent required
Key Metrics
Contributory responsibility for achievement of Vistra Retail Scorecard customer complaint goal and other CXS complaint metrics, achieving the highest customer service rating in states where the Regulatory Commission publishes a Complaint Scorecard and in achieving an A+ BBB rating for all Vistra Energy Retail brands
Timely and accurate creation of regular and ad hoc reporting
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