Digital Customer Experience Analyst

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Job Summary

NRG Business serves businesses large and small by delivering customized energy solutions that fit their unique needs, situations, and energy goals. In Customer Experience, we are striving to deepen, expand, and digitize our customer relationships by empowering customers to self-serve and access value-added services from our customer portals.

The Digital Customer Experience Analyst will ensure a positive customer experience for our business customers and brokers across our online account management platforms. The right experience enables customers to successfully access operational reporting, unlock industry insights and discover new product and services. We aim to provide a best-in-class digital experience that complements our industry-leading customer experience.

Essential Duties/Responsibilities

• Gathers and analyzes qualitative and quantitative customer portal performance data to drive continuous operational improvement
• Develops and maintains customer portal dashboards to democratize data
• Delivers regular performance reporting to Marketing and other key portal stakeholders
• Measures the success and optimization of enhancements and fixes to the customer portal(s)
• Tracks customer growth and engagement metrics for the portal(s)
• Identifies opportunities and solutions based on customer research data from surveys, listening sessions, active monitoring & insights sessions, and all available digital analytics tools
• Assists in customer portal strategy and prioritization sessions
• Contributes to business requirements for the execution of small enhancement work across customer portal(s)
• Conducts testing of UX and IT solutions
• Supports the implementation and expansion of our digital adoption tool, WalkMe
• Drives consistency in look and feel as well as messaging/tone of the customer portal(s)
• Partners with Business Enablement to maintain information hubs for our portals via Highspot
• Creates internal and external documentation or presentations to communicate changes, enhancements, and new features to customers and brokers
• Routinely provides data in presentation format to leadership
• Leads through influence, working on a cross-functional team with Marketing/CX, IT, Sales, and Business Operations
  
  

Working Conditions

• Hybrid - office, home environment
• Some travel required (~15%)
• Some overtime is required as special projects arise
  
  

Minimum Requirements

• Minimum: Bachelor’s degree from an accredited four-year college or university, preferably in Business, Information Technology, Marketing, or a related field
• 2 years of experience in web analytics, digital marketing, and/or customer experience
• Experience performing data analysis and reporting in both detail and summary formats
• Experience in developing/maintaining analytics dashboards and reporting tools
• Excellent attention to detail
• Sharp problem-solving skills
• Creative and innovative thinker
• Knowledge of Agile practices
• Outstanding verbal and written communication skills
  
  

Preferred Qualifications

• PMI-PBA certification
• Experience in digital product management and reporting on key performance indicators (KPIs)
• Experience in project management and/or program management
• Experience with visualization tools such as Tableau or Power BI
• Knowledge of the energy industry is a plus
• Knowledge of CRMs, marketing, and content management systems is a plus
  
  

Additional Knowledge, Skills, And Abilities

• Ability to work in a fast-paced environment while balancing strategic, tactical, and analytical responsibilities
• Team player with the confidence to present a professional and positive demeanor with internal and external customers
• Ability to collaborate with and influence other team leaders to support Marketing projects and initiatives
  
  

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.