Job Description

Evaluates, documents, and enhances end-to-end Customer Experience processes to drive cross-functional optimization and operational excellence through data-driven insights and strategic collaboration.

• Researches and analyzes existing business documentation and stakeholder input to identify gaps and ensure alignment with policies, procedures, and performance standards.

• Evaluates current “as-is” processes and quality issues to uncover root causes and recommend improvements that enhance operational efficiency and customer satisfaction.

• Prepares data-gathering activities and facilitates stakeholder meetings to document current and future state processes, ensuring clarity and consistency across teams.

• Collaborates with business analysts, quality assurance, and change management teams to implement process changes, develop training materials, and support successful rollouts.

• Develops process quality metrics and reporting tools, validating procedures with subject matter experts to ensure accuracy, compliance, and continuous improvement.

• Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations.

• Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.

• Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.

Additional Job Description:

Education

• Bachelor’s degree in business administration or related area

Experience

• 3 years' experience in data analysis, reporting, process improvement, business strategic support (interpreting key performance indicators (KPIs), metrics, forecast, statistical results) and other analytical functions.

• Experience with customer service business processes including service orders, billing, payments, and credit & collections.

• Experience with systems that support business processes such as customer information & billing systems, work management systems, workforce management systems, process quality metrics, and reporting.

• Experience in utilities and leading customer experience change initiatives is preferred.

Additional experience may substitute for required education when it aligns with the competencies and knowledge necessary for the role:

• Associate’s degree in a relevant field may substitute when accompanied by a minimum of 5 years of experience performing similar functions and at least 3 years of experience performing a previous Analyst role.

• High School or equivalent (GED) when accompanied by a minimum of 8 years of experience performing similar functions and at least 5 years of experience performing a previous Analyst role.

Competencies (Skills)

• Strong facilitation skills to guide cross-functional teams to a desired end result.

• Strong organizational skills to work independently in a complex and dynamic environment.

• Self-motivated problem solver who constantly looks for opportunities to continually improve the business.

Licenses/Certifications

• Valid Driver’s License

Travel Requirements

• 30%

Physical Demands

• Stationary Position: Constantly

• Pushing/ Pulling/ Reaching: Seldom

• Kneel: Seldom

• Grab: Seldom

• Bend: Seldom

• Lift/Carry over: 0 - 15 pounds

Working Conditions

• Wet or humid: Seldom

• Working near or on moving mechanical parts: Never

• Working near or on heavy machinery: Never

• Working in high places: Never

• Exposed to fumes or airborne particles: Never

• Frequency of working in outdoor weather conditions: Never

• Work with electricity: Never

• Loud noise conditions: Seldom

LUMA Energy is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, military status, disability, or any other characteristic protected by federal or local laws.