The Customer Analytics Advisor is a new position within Customer Care to enhance our ability to deliver customer centered decision making. This position will deliver advanced data analytics to inform decision making and create visibility to customer needs. This position will support both current efforts and future efforts in the evaluation of programs, customer support, opportunities, and advancements in our customer experience. Customers are the future of energy, this position is pivotal in advancing our ability to ensure forward making progress in becoming an exceptional utility.
* Provides analysis on customer patterns identifying trends and opportunities to improve service delivery.
* Evaluates customer needs for the advancement of new and existing support channels and programs increasing customer value.
* Aides in the development of customer research methodologies and trends.
* Maintains and advances scorecards to ensure the most comprehensive view of customer performance and effort.
* Supports modernization efforts as we transform internal operations to meet customer needs and advance our ability to support a digital landscape.
* Leads improvement efforts within Customer Care based on findings in partnership Customer Care leaders.
* Must have a minimum of five (5) years of recent verifiable experience in one or more of the following areas: Business Analytics, Data Science, Finance, Data Engineering
* Experience in Python, SQL, Advanced Excel and related applications.
* Must be results oriented, self-motivated, and able to make decision with a minimum of direct supervision.
* Bachelor's degree
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.