Analyst, Process and Gap Analysis

LUMA Energy • Santurce-NEOS, PR

3d • Onsite

About The Position

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.

Requirements

• Bachelor’s degree in business administration or related area
• 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.
• 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.
• Valid Driver’s License

Nice To Haves

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

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level