Voice of the Customer Analyst I-Sr.

Voice Of The Customer Analyst I-Sr

Work Place Flexibility : Hybrid

Legal Entity : Entergy Services, LLC

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

Job Purpose / Summary

The Voice Of The Customer (VOC) team is responsible for harvesting external data and insights to bring the customer's 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 team's 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. The Customer Insights Analyst is responsible for collecting and analyzing customer feedback to gather insights that inform strategic decisions and drive improvements to the customer experience. The Analyst will develop and maintain visualizations to communicate findings to stakeholders, represent the customer perspective in decision-making, and benchmark the organization's customer experience against industry best practices. Additionally, the Analyst will monitor engagement metrics, track changes in customer satisfaction, and close the feedback loop with customers to demonstrate the organization's responsiveness and accountability.

Job Duties / Responsibilities

Operationalize the Customer's 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 :