Principal Analyst, Customer Success

TXU Energy (Vistra Corp)•Irving, TX

About The Position

The Analyst job function was created to undertake policy definition and approval, customer experience definition, strategic positioning, and other similar functions associated with the Retail Energy work streams. As part of this team, the Analyst V has responsibility 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 operations, and delivering an improved customer experience.

Requirements

5-7+ years of related work experience
2-3+ years experience with customer facing and project coordination/mgt methods required
3-5+ years developing and analyzing large-scale customer information system or processes
Excellent negotiating, consensus building and conflict resolution skills
Extensive communication and teamwork skills with both internal and external customers
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
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
High School diploma or equivalent required
2+ year's experience performing data analytics / data modeling
Experience with data software reporting tools such as SQL, Snowflake, HANA, SAS, Excel

Responsibilities

Establish and maintain methodologies to ensure on-going 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 the Retail Energy effectiveness and efficiency
Monitor and assess day-to-day related issues to ensure business practices, policies and procedures are executed effectively
Work with key personnel to define reporting needs and follow through with partner(s) to develop the tools
Integrate and manage data from various systems including CIS, CIS+, SAP and external sources
Work closely with Governance, 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 business proposals for operational viability and ensure alignment with objectives
Create and maintain ongoing dialogue with strategic partner(s), internal personnel and 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
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
Has Subject Matter Expert responsibility for analyzing and developing improvements to business process
Provide direction and guidance to Analysts