Customer Insights Analyst

Voice of the Customer Analyst I-Sr.

This position will be filled as an Analyst I-SR depending on relevant experience. This position can be filled as a hybrid role within Entergys physical service territory.

Job Purpose / Summary :

The Voice of the Customer (VOC) team is responsible for harvesting external data and insights to bring the customers perspective to life within the organization. By collecting and analyzing customer feedback from various channels, the team identifies key customer needs, preferences, and pain points, which are then used to enhance the overall customer experience, inform strategic and operational decisions, and foster a more customer-centric culture. The VOC teams efforts lead to increased use of the customer voice in decision-making, consistent feedback loops that enable proactive engagement, and enhanced cross-functional collaboration, ultimately positioning the organization as the premier utility in the market.

Job Duties / Responsibilities :

Operationalize the Customers Voice :

• Collect and analyze customer feedback using surveys, interviews, and focus groups to gather insights into customer needs, preferences, pain points, and expectations
• Develop and maintain visualizations (e.g., dashboards, reports) to communicate customer insights to stakeholders
• Represent the customer perspective in strategic decisions and ensure their needs are prioritized

Benchmarking and Best Practices :

High-Touch Customer Experience :

VOC Insights and Analysis :

Agile Methodology :

Emerging Industry Trends :

Cross Functional Collaboration :

Minimum Requirements :

Minimum education required of the position :

Minimum experience required of the position :

Minimum knowledge, skills and abilities required of the position :