Analyst III – Office of The President Full Time

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 III 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 Roles & Responsibilities:

• 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
• Support development of departmental and company processes & procedures
• Monitor and assess day-to-day related issues to ensure business practices, policies and procedures are executed in an effective manner
• Resolve reported issues in a timely and decisive manner, or escalate as appropriate
• Analyze customer feedback to identify solutions to improve and enhance the customers’ experience
• Assess, analyze and prioritize new business proposals for operational viability and ensure alignment with stated business 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
• Develop and present regular and timely reports

Education, Experience, and 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
• Power BI and/or Tableau experience required
• 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
Vistra Retail Operations 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.

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