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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: 4/12/2024 - Expires: 5/12/2024

Job ID: 272319241

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Job Description

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, ManagemeApply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjU0MDQ3LjEwNTA4QGZpcnN0ZW5lcmd5Y29tcC5hcGxpdHJhay5jb20

Contact Information

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Job Summary

Employment Type:
Full Time Employee
Job type:
Regular Employment
Skill Based Partner:
No
Education Level:
High school graduate
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
N/A
Salary
N/A
Licenses / Certifications:
N/A
Display Recommended WorkKeys®Recommended WorkKeys®:
Applied Math: 4
Graphic Literacy: 4

Workplace Documentation: 4