What is a Business Analyst - Customer Experience?                                    

This role is within the Customer Experience team which works directly with the company’s contact center, operations, accounting, finance, and billing departments.  The Business Analyst – Customer Experience works extensively within recently implemented SAP meter to cash Customer Information System (CIS).  The Business Analyst will work on key strategic initiatives within customer experience.
 

What does a Business Analyst – Customer Experience do?

• Extracts and analyzes large and complex data sets

• Collects, cleans, and organizes data from various internal and external sources

• Conducts exploratory data analyses to identify trends, correlations, and insights

• Develops, tests, and refines predictive models for operational outcomes

• Becomes familiar with the business requirements associated with the Customer Experience team and gains technical knowledge of the data for existing software systems

• Creates data visualizations and dashboards to communicate results and recommendations

• Provides analytical support to deliver performance feedback to the management team

• Identifies opportunities to improve current processes and procedures through data driven decision making on an enterprise basis

• Works under general supervision, takes ownership of project/task completion and meets deadlines

• Coordinates activities with other technical staff and contractors

• Supports the company’s key performance indicators so results are aligned with corporate objectives

• Assists in identifying and recommending process improvements that foster continuous improvement in all departments to improve overall group performance

• Supports storm/emergency restoration efforts

What does it take to be a Business Analyst – Customer Experience?

Required:

• Bachelor’s degree in Business Administration, Finance, Business Analytics, Data Analytics, Computer Science, Information Systems, Engineering, STEM, or related field. In lieu of a bachelor’s degree, in lieu of a bachelor’s degree, an associate’s degree in the aforementioned fields and 3+ years of business analyst experience. In lieu of an associates degree, a High School diploma or equivalent and 5+ years of business analyst experience.

• Strong computer skills including proficiency with Microsoft Office Suite (e.g. Word, Excel, PowerPoint) and the ability to learn new computer software programs quickly; experience using Excel to prepare and analyze large and/or complex data sets and extract insights

• Outstanding analytic, problem solving, and decision-making skills; proven ability to discern critical from minor problems

• Well-developed written/verbal communication skills, planning and organizational skills; must be able to explain technical complexities to non-technical individuals

• Strong interpersonal skills in areas such as facilitation & negotiation and the ability to work with internal customers, vendors and contractors

• Must be able to adapt to a number and variety of assignments, meet deadlines, and work well in a fast-paced environment

• Must be able to work collaboratively in a team environment as well as independently with minimal supervision

• Valid driver's license

Preferred:

• Experience with data gathering, data analysis, and converting data into high value information for decision making; experience with customer and/or operations related data to optimize operational and financial performance

• Experience and/or proficiency with SAP

Applications will be accepted until July 25, 2025.

This position has a career path which allows for advancement opportunities within a job series. The title and level are commensurate with experience.   Pay range: $52,900 - $149,200