Within TXU Energy, an Analyst job function has been created to undertake policy definition and approval, customer experience definition, strategic positioning, customer characteristics and behavior definition, and other similar functions associated with the Energy Retail work streams. As part of this team, the Analyst III has responsibility for analyzing and developing improvements to business processes, identifying and facilitating the creation of appropriate reporting and definition around each function, managing and integrating processes relating to 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 accuracy and integration of processes
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 process improvements to enhance TXU Energy effectiveness and efficiency
Support development of departmental and company processes & procedures
Monitor and assess day-to-day related issues to ensure business practices, policies and procedures are executed in an effective manner
Work closely with key personnel to define reporting needs and follow through with strategic partner(s) to develop these tools
Integrate and manage data from various systems including CIS, CIS+, Siebel, SAP and external sources.
Work closely with TXU Governance, TXU Energy business units and strategic partners to coordinate execution and implementation of new business and/or regulatory requirements
Resolve reported issues in a timely and decisive manner, or escalate as appropriate
Analyze massive amounts of customer data, such as 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(s), internal personnel and TXU Governance to ensure a positive, valued relationship that has unambiguous alignment with business initiatives
Apply a wide variety of high-level statistical and mathematical techniques to complicated processes for modeling, forecasting, profiling, and other complex analytical problems.
Employ statistical knowledge to develop relevant descriptive statistics related to business functions and other characteristics used to segment customers.
Develop and present regular and timely reports
Actively work with various internal/external teams by providing data expertise, offering original perspectives, and challenging conventional views to better align decision making/perceptions with changing business needs.
Respond to questions from business clients regarding any aspect of customer data. Conduct research and analysis to gain a detailed insight and is dedicated to providing clear and credible responses and meeting the expectations and requirements of the business clients.
Provide direction and guidance to Analysts.
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:
3-5+ years related work experience
1-2 years experience with customer facing and project coordination/management methods required
General knowledge of Operations systems, policies, and procedures a plus
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.
Responsible for leading 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 minimal guidance/works under minimal 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 lead small work groups, process team and focus groups
Advanced Skill in using computer software applications such as MS Office products
Able to solve problems guided only by 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
Excellent Project Management skills
Skill in developing process flows