Voice of the Customer Analyst I-Sr.

Job Title : 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 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.

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 organizations 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 organizations responsiveness and accountability.

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 :

Research and identify industry best practices for delivering an exceptional customer experience

Benchmark the organizations customer experience against competitors or top performers in the industry

• Recommend and facilitate the implementation of best practices to enhance the customer experience

High-Touch Customer Experience :

Monitor engagement metrics and track changes in customer satisfaction

Close the feedback loop with customers demonstrating the organizations responsiveness and accountability

Share improvements with customers emphasizing their role in driving change

Highlight success stories introduced due to customer feedback

VOC Insights and Analysis :

Aggregate and analyze data from surveys interviews focus groups and other feedback channels to identify customer needs preferences pain points and expectations

Identify common themes and trends in customer feedback including emerging issues or areas of opportunity

Document how customer feedback was addressed showing the organizations responsiveness and accountability

Agile Methodology

Utilize agile methodology to iterate quickly and incorporating feedback on deliverables and outputs.

Participate in agile project management activities such as sprint planning daily standups and retrospectives to ensure the timely delivery of data solutions.

Emerging Industry Trends

Stay up to date with the latest advancements in customer insight analytics survey tools focus group and other techniques to enhance the voice of the customer.

Cross Functional Collaboration

Partner with various departments to align on customer experience goals and initiatives.

Communicate insights and recommendations to executive leadership to inform strategic decision-making.

Foster a data-driven culture and promoting the use of customer analytics across the organization.

Minimum Requirements

Minimum education required of the position

Minimum experience required of the position

Analyst I : 0-2 years of relevant professional experience

Analyst II : 2-4 years of relevant professional experience

Analyst III : 4-6 years of relevant professional experience

Analyst Sr : 6 years of relevant professional experience

Minimum knowledge skills and abilities required of the position

Technical Skills :

3-5 years of experience in a customer experience data analysis or customer service role

Strong analytical and problem-solving skills with the ability to derive insights from data

Agile methodology understanding

Preferred : Proficient in data analysis tools and techniques (e.g. SQL Excel Tableau Power BI)

Any certificates licenses etc . required for the position

None

#LI-AH1

Primary Location : Louisiana-New OrleansArkansas : Little Rock

Louisiana : New Orleans

Mississippi : Jackson

Texas : The Woodlands

Job Function : All Other Jobs

FLSA Status : Professional

Relocation Option : No Relocation Offered

Union description / code : NON BARGAINING UNIT

Number of Openings : 1

Req ID : 120616

Travel Percentage : Up to 25%

An Equal Opportunity Employer Minority / Female / Disability / Vets. Please click here to view the EEO page or see statements below.

EEO Statement : The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex gender sexual orientation gender identity or expression national origin age disability genetic information marital status amnesty or status as a protected veteran in accordance with applicable federal state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including but not limited to recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race color religion sex gender sexual orientation gender identity or expression national origin age genetic information disability or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility : Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant employee or third party on his or her you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name contact number the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities : As a provider of essential services Entergy expects its employees to be available to work additional hours to work in alternate locations and / or to perform additional duties in connection with storms outages emergencies or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Know Your Rights : Workplace Discrimination is Illegal

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please to schedule a time to review the affirmative action plan during regular office hours.

EEI Testing :

One way that Entergy has found to identify and assess the abilities and skills needed for certain jobs is through pre-employment testing. If this position does require an EEI test the type of test will be located under the qualifications section of the job posting. If you are invited to a test session we strongly recommend you review and complete the practice test as well as review the testing brochure for your respective test. The test brochure will give you critical information on the test such as time allocated and numberof questions. Also keep in mind that the actual test is timed; you should practice timing yourself while doing the practice tests. The practice test information and test brochures can be located by going to the EEI website Logon ID : entergy password : practice test (2 words).Travel expenses incurred in connection with EEI testing are non-reimbursable.

In addition to EEI testing there is also Fit-for-Duty testing which will identify and assess the abilities and skills needed for certain jobs. If this position does require Fit-for-Duty testing the type of test will be located under the qualifications section of the job posting.

WORKING CONDITIONS :

As a provider of essential services Entergy expects its employees to be available to work additional hours to work in alternate locations and / or to perform additional duties in connection with storms outages emergencies or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note : Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.

Required Experience :

Senior IC

Key Skills

EIGRP,VOIP,VMware,Avaya,BGP,LAN,OSPF,QoS,Project Planning,Scripting,Unity,Troubleshooting

Employment Type : Full-Time

Experience : years

Vacancy : 1