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Lead Analyst, Customer Success

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 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 IV 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.

Job Description

Key Accountabilities

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

Education, Experience, & 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 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

Key Metrics

IVR Self-Service containment
Call Center Service Level Performance 85/45
Delivery of Business Stakeholder requested project
Testing accuracy of 95%

Job Family

Marketing

Company

TXU Retail Services Company

Locations

Irving, Texas

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 assistance@vistraenergy.com to make a request.

TXU Energy Glassdoor Company Review

3.7