Sr. Analyst, Customer Outcomes

Constellation Energy Generation, LLC.•Baltimore, MD

About The Position

The Senior Analyst, Customer Outcomes manages escalated customer concerns, facilitates issue resolution, and helps ensure positive customer outcomes across the organization. The role serves as a liaison among customers, customer-facing teams, operational departments, and business stakeholders to investigate issues, coordinate resolutions, and identify opportunities to improve the customer experience. The Senior Analyst evaluates customer complaints, analyzes trends, identifies operational or process breakdowns, and recommends corrective actions to improve customer satisfaction, reduce recurring issues, and strengthen organizational performance. The position calls for a customer advocate who can balance customer needs with business objectives while handling complex situations with sound judgment, professionalism, and a solution-oriented approach.

Requirements

Bachelor's degree and 5 years of relevant experience, or 9 years of relevant experience in lieu of a degree.
Strong analytical and problem-solving skills, including experience interpreting complex data and delivering actionable insights.
Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
Travel as necessary to meet business needs, including in-person attendance for trainings, all-hands meetings, and other important events.
Experience investigating complex customer concerns and coordinating resolution across multiple functions.
Experience managing multiple priorities and cases simultaneously with attention to detail.
Strong communication skills, including writing proficiency and the ability to succinctly summarize ideas and problems.
Experience handling sensitive customer situations requiring sound judgment and confidentiality.

Nice To Haves

Experience in energy, utilities, home services, field service, call center, or other customer-facing operational environments.
Experience managing executive escalations, regulatory complaints, consumer affairs cases, or customer advocacy programs.
Knowledge of customer satisfaction methodologies and customer experience best practices.
Experience using customer relationship management (CRM) systems, case management platforms, or complaint tracking tools.
Proficiency in data analysis and reporting, including developing reports, dashboards, and trend analyses to support operational decision-making.
Experience with root cause analysis, continuous improvement, or quality management methodologies.
Experience supporting change management or customer experience improvement initiatives.
Professional certification in customer experience, quality management, project management, or a related discipline.

Responsibilities

Manage escalated customer complaints from intake through resolution, including investigation, communication, coordination, and follow-through.
Coordinate complex customer concerns, identify barriers, and partner with operational teams to achieve positive outcomes while balancing organizational policies and business requirements.
Research and analyze complaints to identify contributing factors and root causes of service failures or process breakdowns, and prepare findings and recommendations for management and business partners.
Partner with field operations, customer care, billing, collections, sales, and other internal stakeholders to coordinate resolution, remove obstacles, and ensure consistent execution of customer commitments.
Monitor customer complaint activity and outcome trends, develop reports, identify recurring themes, and recommend process improvements.
Communicate with customers, leadership, regulatory stakeholders, and internal partners about complaint investigations, resolution status, and customer commitments.
Handle sensitive customer situations with empathy, professionalism, and sound judgment.