Job Description

Drives improvements in service delivery by collecting and analyzing customer data from various sources, including surveys, focus groups, speech/text analytics, and employee feedback.

• Collects and consolidates customer data from surveys, focus groups, speech/text analytics, and employee feedback to identify key trends and touchpoints across the customer lifecycle.

• Performs advanced business process analysis and data interpretation to generate reports that highlight opportunities for customer experience and operational improvement.

• Develops and recommends strategic actions to reduce revenue loss caused by poor customer experiences and drive continuous business improvement.

• Tracks Customer Satisfaction (CSAT) metrics and links them to specific process improvements to measure impact and effectiveness.

• Evaluates customer experience insights from cross-functional stakeholders and leverages analytics to support targeted recommendations for service enhancement.

• 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, Economics or related field.

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 in business analysis and documentation of projects including problem definition, requirements definition, business process modeling, reporting, data analytics.

• Experience with Oracle CC&B functionality to enhance operational workflows 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 attention to detail, business analysis and documentation skills, including problem definition, requirements definition, business process modeling and policy, process documentation procedure documentation, and training material.

• Proficient skills in the use of computer applications (MS Office, SharePoint, building dashboards and reports.

• Strong interpersonal skills through effective verbal and written communication in order to develop and maintain effective and goal-oriented working relationships with all levels of staff in the organization and with third parties.

• Superior project planning, organizational and time-management skills and self-motivated with the ability to work independently in a complex and dynamic environment.

• Understanding of business operations and workflows

• Ability to align analysis with business strategy

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

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.