Analyst III, Priority Customer Care

If you have what it takes to become part of the Vistra family and would like to start a promising career with a global leader, take a look at the exciting employment opportunities that are currently available and apply online.

Job Summary
The Analyst III position is designed for a proactive and strategic professional to drive operational excellence and enhanced customer experiences. This role is responsible for designing and implementing methodologies that enhance customer experiences through data-driven insights and customer journey reviews that identify opportunities for process improvement. The Analyst III must be adept at assessing the tactical aspects of business / customer operations through data analysis (structured / unstructured), customer feedback analysis, identifying trends and opportunities, and working collaboratively to implement solutions that result in improved customer experiences, positively impacting customer escalation and complaint results.

Job Description

Key Roles & Responsibilities:

• Work independently to extract and analyze data and customer feedback to identify and implement solutions that improve processes and enhance the customer experience resulting in reduced customer escalations and customer complaints
• Design and implement reporting solutions that measure the integration of process improvements and their impact to customer experiences
• Ongoing assessment of team data capture practices and data repositories to optimize complaint root cause analysis capabilities and deliver actionable insights
• Develop, implement, publish, and present regular and ad hoc reports timely and accurately
• Monitor and assess day-to-day related issues to ensure business practices, policies and procedures are executed in an effective manner
• Build and maintain effective partnerships with various departments to align efforts and achieve goals
• Support development of departmental and company processes & procedures

Education, Experience, and Skill Requirements

• 3-5+ years of related work experience
• 1-2 years experience with customer facing and project coordination/mgt methods required
• 2-4+ years developing and analyzing large-scale customer information system or processes
• Excellent communication and teamwork skills with both internal and external customers
• Able to effectively contribute to and lead small work groups, process teams and focus groups
• Working knowledge of emerging technologies (artificial intelligence, speech transcription analytics, etc.) to effectively aggregate/analyze critical business data, identifying trends and improvement opportunities
• Advanced Skill in using Excel and other MS Office products
• Experience with data visualization tools (e.g., Tableau, Power BI, etc.) required
• Strong analytical skills, including root cause analysis
• Ability to understand and interpret data to extract valuable insights, identify trends, and drive business decisions, provide actionable insights to management and stakeholders
• Ability to clearly articulate findings and recommendations to both technical and non-technical audiences
• Excellent Project Management skills
• Skill in developing process flows
• High School diploma or equivalent required
  

Key Metrics

• Contributory responsibility for achievement of Vistra Retail Scorecard customer complaint goal and other CXS complaint metrics, achieving the highest customer service rating in states where the Regulatory Commission publishes a Complaint Scorecard and in achieving an A+ BBB rating for all Vistra Energy Retail brands
• Timely and accurate creation of regular and ad hoc reporting

Job Family
Marketing

Company
Vistra Retail Operations Company

Locations
Royal Lane Office

Texas

We are a company of people committed to: Exceeding Customer Expectations, Great People, Teamwork, Competitive Spirit and Effective Communication. If this describes you, then apply today!

If you currently work for Vistra or its subsidiaries, please apply via the internal career site.

It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, genetic information, military service, protected veteran status, or any other consideration protected by federal, state or local laws.

If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation, please email us at to make a request.