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Business Analyst - Customer Service Analytics - Akron West Akron Campus Job in Akron, Ohio US

Business Analyst - Customer Service Analytics - Akron West Akron Campus

FIRSTENERGY SERVICE COMPANY - Akron, OH

Posted: 4/16/2024 - Expires: 7/15/2024

Job ID: 272436086

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Job Description

FirstEnergy at a Glance

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers' lives brighter, the environment better and our communities stronger.

FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

About the Opportunity

This is an open position with FirstEnergy Service Co., a subsidiary of FirstEnergy Corp. [FEU]

The selected candidate may be offered a position within the same job family, at a level that is lower than what was posted. This will be determined based upon the results of the interview process which considers the candidate's skills, work history, experience level and other relevant qualifications.

The position reports to the Manager, Customer Insights in Customer Service Analytics.

This position will be classified as Mobile with primary work location as home, but may work at or visit a facility, based on business need.

This position will be responsible for the analysis and recommendations used to inform and propose actions to improve Customer Experience and customer perception survey results. This position will oversee the Voice of Customer (VOC) tools/processes and work closely with respective vendors to meet the current and future customer experience needs.

This position will be a liaison between FE Customer Experience and other FE departments providing insights on data analysis from the tools, supporting the Customer Experience and Compliance Manager. This role is pivotal in developing and maintaining these customer engagement tools and assisting with creating customer centric processes throughout FirstEnergy. The candidate should bring a depth of knowledge and experience associated with our customers and exhibit the ability to understand the customer and employee journey through the end-to-end processes across all of FE Customer Experience

Responsibilities Include:


Helps define Voice of Customer (VOC) Strategy
Analyzes data for insights from tool/process and recommends initiatives/improvements to meet customer/employee needs
Continuously seeks out ways for improving plans, tools, and technology to improve customer experience
Provides VOC input for overall process improvements
Oversees monitoring and controls with respect to VOC activities for FE Customer Experience applications and systems
Provides oversight of the customer journeys and related VOC tools and processes for follow-up and action
Identifies root causes associated with improvements/declines in customer experience metrics including using data mining / query tools and analyzing various sources of information to understand outcomes
Provides support and analysis for special projects or initiatives including gathering baseline data, development of time bound work plans, gathering facts and data for analysis, development of recommendations, and presentation of findings
Ensures all documentation is accurate and complete for VOC recommendations and plans
Provides and/ presents VOC information to FE leadership and other stakeholders
Serve as a "thought leader" and VOC resource for less tenured employees
Actively seek ways to build, challenge, and add value within scope of assignments
Consistently anticipate and deliver results

Qualifications for the Business Analyst include:


Bachelor's degree in Business, Management Information Systems (MIS), Computer Science or related discipline along with 4 years of related work experience.

In lieu of a degree, 7 years related work experience is required.

Related work experience includes, but is not limited to, project management, data analysis, and customer service knowledge.

Exhibits subject matter expertise in project management or a functional area in FE Customer Service (Revenue Operations, Customer Management, FE Contact Center, National Accounts & Customer Support)
Possesses a proven track record of successful project management roles and responsibilities
Must be able to work independently or in a team environment, to manage, organize and prioritize work and meet strict deadlines
Must be self-motived and able to multi-task with competing priorities.
Superior communication and coordination skills with ability to interact with all levels.
Proficient in Microsoft Office applications (Word, Excel, PowerPoint)
Knowledge of Customer Service technologies and tools to manage data and environments is a plus
Interest in continuous improvement
Ability to lead by example
Attention to detail coupled with effective analytical and problem-solving aptitude
Ability to conduct research, analyze data, interpret results, and make recommendations
Proven collaborator who contributes to team goals and supports other team members
Ability to identify issues or problems and determine root causes and solutions
Demonstrates a questioning attitude with willingness for continual growth
Willingness to undertake assignments involving unfamiliar subjects, and ability to adapt and change quickly
Delivers quality, accurate work within established deadlines
Ability to work with ambiguity and in climates of significant and rapid change
Possesses excellent written and oral communication skills
Strong interpersonal skills to collaborate with all employees, customers, and vendor partners

Benefits, Compensation & Workforce Diversity

At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at www.firstenergycorp.com to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.

Safety

Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.

Position Classification
Exempt

FirstEnergy Human Resources Team

FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, or status as a
qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer
H-1B visas at this time.

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
No
Education Level:
Bachelor's degree
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
79036695
Salary
N/A
Licenses / Certifications:
N/A
Display Recommended WorkKeys®Recommended WorkKeys®:
Applied Math: 4
Graphic Literacy: 4

Workplace Documentation: 4