Analyst III, Customer Experience
Energy Future Holdings Corp. - Irving, TX

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As part of the Customer Experience Management team, the Analyst III (2 positions available – please see below for requirements for each) is responsible for analyzing and developing improvements to business processes, identifying and facilitating the creation of appropriate reporting around each function, managing and integrating processes relating to customer operations, and delivering an improved customer experience.

Essential Duties and Responsibilities: Other duties may be assigned. Directly or through others, the incumbent will:

  • Establish and maintain methodologies to ensure on-going integration of processes affecting customer operations
  • Design measurement criteria to monitor the nature of the integration process
  • Implement and manage an effective change management process to ensure smooth transition of new or adapted processes
  • Identify and pursue technological and process improvements to enhance TXU Energy effectiveness and efficiency
  • Support development of departmental and company processes & procedures related to Customer Experience Management work streams
  • Monitor and assess day to day Customer Experience Management related issues to ensure business practices, policies and procedures are executed in an effective manner
  • Work closely with Customer Operations and both Business and Consumer market key personnel to define reporting needs and follow through with strategic partner to develop these tools
  • Work closely with TXU Governance, TXU Energy business units and strategic partner to coordinate execution and implementation of new business and/or regulatory requirements
  • Ensure operational issues are resolved in a timely and decisive manner, or are escalated as appropriate
  • Analyze customer feedback to identify solutions to improve and enhance the customers’ experience
  • Assess, analyze and prioritize new business proposals for operational viability and ensure alignment with stated business objectives
  • Create and maintain ongoing dialogue with strategic partner, internal personnel and TXU Governance to ensure a positive, valued relationship that has unambiguous alignment with business initiatives
A second Analyst III position is available which includes all of the skills above, with the additions of the following:

  • Wide-ranging knowledge of industry best practices and techniques in relation to Training development and delivery with the ability to apply those to existing processes and procedures by modifying, implementing, and measuring appropriate changes
  • Ability to successfully create, collect, and analyze Training effectiveness that has been delivered from an internal and client perspective utilizing clear, quantifiable metrics that can be used for further improvements to processes relating to Training development, delivery, and closed loop follow-up
  • Ability to successfully create new, useful, and effective Training tools based on client-focused needs that can be added to an existing suite in order to provide breadth and depth, providing a variety of solutions that can be best matched to those needs

The minimum education requirements are:
Bachelor’s degree in business or related field strongly preferred
MBA or other related advanced degree beneficial The minimum experience requirements are:

3+ years related work experience
Experience with Excel and Business Writing preferred
Knowledge and experience with customer facing and Project Management methods preferred PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS Requires the ability to perform the essential duties and responsibilities in the following environment:

Occasional long, irregular hours
Use of a PC, computer terminal and/or telephone over 4 hours a day
Occasional bending, twisting, crouching, pulling, pushing, and/or reaching to access job-related materials
Open workspace office environment
Operating in a fast-paced professional office environment
Some travel to vendor and supplier locations; occasional overnight travel may be required.
Occasionally lifts/moves up to 40 lbs.

Responsibility level:
Responsible for participating in cross-functional work teams within TXU Energy, External Business Partners and Regulatory workgroups with the goal to greatly improve work processes related to TXU retail customer retention and growth. Seeks occasional guidance/works under moderate supervision from Team Leads, Management, SME’s, etc.

SKILLS AND COMPETENCIES The following knowledge, skills and capabilities must be demonstrated at a proficient level:

Excellent negotiating, consensus building and conflict resolution skills
Extensive communication and teamwork skills with both internal and external customers
Ability to work effectively in a rapidly changing environment
Able to effectively contribute to and occasionally lead small work groups, process team and focus groups
Skill in using computer software applications such as Microsoft Office
Able to solve problems with some guidance by SME’s, management, general organization objectives, policies, and goals Strong analytical skills, including root cause analysis Working knowledge of Internet and related emerging technologies used to effectively aggregate/analyze critical business data
Project management skills
Skill in understanding and developing process flows

It is the policy of Energy Future Holdings, Luminant, and TXU Energy to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment without regard to race, color, religion, sex, pregnancy, national origin, age, disability, military service, veteran status, genetic information, or any other status protected under the law.