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Customer Experience Analyst

Customer Experience Analyst

EntergyLittle Rock, AR, US
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Customer Experience Strategy Analyst

The Customer Experience Strategy Analyst role is responsible for performing comprehensive data analysis and reporting to support the delivery of exceptional customer service. This position prepares detailed reporting and presentation materials to facilitate external customer meetings with commercial, industrial, and governmental stakeholders. The Customer Experience Strategy Analyst manages and maintains customer service data, products, and services within the CRM system, while also identifying opportunities to improve overall customer service reporting and analytics. This role supports the development of departmental business plans, growth measurements, and strategic intelligence.

Job duties / responsibilities include :

  • Responsible for trending net promoter score (NPS) survey data and making recommendations on improving scores for the state.
  • Responsible for trending complaint data and performing root cause analysis as it relates to current processes to develop and implement continuous improvement initiatives.
  • Responsible for performing data analytics, handling, and resolving complex customer complaints including complaints sent to The Arkansas Public Service Commission (APSC), Entergy Executives, etc.
  • Utilize Power BI reporting tool to prepare reports for state management decision making.
  • Develops and conducts presentations regarding NPS strategy and process improvements.
  • Supports the calculating and implementing franchise fee payments to cities and municipalities and providing variance explanations for state management. Understand customer usage patterns and rate structures to assist customers with appropriate rate analysis.
  • Conducts complex business and financial analysis based on project scope and objectives.
  • Defines protocols and requirements for data quality control and ensures that all analysis and project work adhere to requirements.
  • Interacts with department management and leadership throughout the organization to identify issues that warrant future projects.
  • Stays abreast of regulatory or political changes that may impact Entergy policy decision making.
  • Supports Sarbanes Oxley, Franchise Payments, Annexations, CSS and CSM support, CS organization lead team participation, CS presentations and projects.
  • Supports Complaint and Work Order Reports, Rate Letter Program, ADHOC report requests, Customer Correspondence, Rate Analysis, CSS and CSM productivity reporting, Customer Experience reporting (Qualtrics), and customer welcome packets (brochures).
  • Serves as the state's customer service records, compliance, and ethics coordinator.
  • Serves as the Arkansas Restoration Event Leader during active storms.
  • Responsible for supporting storm response during active storms.

Minimum education required of the position :

  • Bachelor's Degree in a technical or business-related field required or equivalent work experience.
  • Desired : Master's Degree.

    • Minimum experience required of the position :

  • Analyst II : 2-4 years of professional experience.
  • Analyst III : 4 - 6 years of professional experience.
  • Analyst Sr : 6+ years of professional experience.

    • Desired qualifications :

  • Familiarity with electric utilities.
  • Self-motivated; ability to be a team leader on projects.
  • Strong team player / team oriented.
  • Positive, proactive mindset with a strong results orientation.
  • Ability to handle heavy workload, multiple tasks and prioritize; flexibility needed.
  • Passionate in achieving success, driven.
  • Effective public speaking and presentation skills.
  • Ability to identify roadblocks and obstacles and efficiently remove them to provide ideal support for the team.

    • Minimum knowledge, skills, and abilities required of the position :

  • Demonstrate a strong level of quantitative skills and comprehensive knowledge of working with Word, Excel, PowerPoint, analysis and data management, CCS, and CRM software (Salesforce) and other business intelligence and analytical tools is highly desirable.
  • Excellent reporting, analytical and research skills (i.e. customer data, industry and analysis etc.).
  • Technical knowledge, i.e., computer hardware / software, database, internal web-based systems.
  • Excellent writing skills (plans, reports, presentations, proposals).
  • Ability to interface with all levels of management and various external customers, state / regional / local organizations.
  • Strong ability to communicate and interact with a wide range of people, orally and in writing.
  • Excellent leadership skills.

    • Any certificates, licenses, etc., required for the position :

    None

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    Customer Experience • Little Rock, AR, US