Customer Experience (CX) Data & Insights

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Job Summary: 

We are seeking a Customer Experience (CX) Data & Insights Analyst who will play a critical role in enhancing customer satisfaction through deep analysis of customer data and survey feedback. This position will dive into the data collected from NPS surveys, customer feedback, and customer journeys—across online, offline, mobile, and call center interactions—to uncover key pain points and opportunities for improvement. The insights generated from this role will inform strategies for optimizing customer experiences and improving business processes.

In this role, you will play a key part in shaping and implementing the customer experience strategy, while also managing the planning and execution of initiatives focused on the entire customer lifecycle, including retention and acquisition efforts. You'll lead critical projects aimed at enhancing customer retention by leveraging your data-driven insights, launching proactive campaigns and programs, and conducting thorough post-campaign evaluations to drive continuous improvement.

The ideal candidate will have strong organizational skills and the ability to analyze retention campaign data. You'll also contribute to the design, execution, and delivery of customer lifecycle campaigns, ensuring smooth execution from inception through completion.

Essential Duties/Responsibilities:

• Conduct in-depth analysis of customer data and survey feedback across multiple channels (online, offline, mobile, call centers) to uncover root causes of customer dissatisfaction, major pain points, and opportunities for improvement.
• Analyze NPS and other customer survey results to diagnose issues within customer journeys, identifying patterns and trends that lead to friction or inefficiencies.
• Investigate and highlight areas where processes are functioning well, providing insights into best practices that can be replicated across the customer experience.
• Perform root cause analysis to drill down into key problem areas, assessing their impact on customer satisfaction, retention, and overall journey efficiency.
• Develop clear, data-driven reports and presentations to communicate findings and actionable insights to stakeholders at various levels, including senior leadership.
• Collaborate with cross-functional teams to create detailed recommendations and roadmaps for optimizing customer journeys and improving key processes.
• Measure and evaluate the success of implemented changes, refining and adjusting strategies as needed to continuously improve the customer experience.
• Identify opportunities for process automation or streamlining to reduce customer effort and improve efficiency across touchpoints.
• Partner with the digital, product, and operations teams to ensure that customer feedback and journey analysis inform broader business strategies and decision-making.
• Develop and execute marketing campaigns and promotions based on customer analysis insights, in partnership with stakeholders.
• Partner with product stakeholders to understand your team's data and business needs; become an expert in translating these needs into specific analyses with actionable insights.
• Maintain and enhance customer journey maps to improve the end-to-end customer experience. Identify pain points and opportunities for enhancement at every phase of the journey.
• Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness.
• Monitor customer feedback continuously to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities.
• Champion the voice of customers by sharing insights widely and collaborating with relevant business partners to foster customer-centric decision-making.
• Identify and propose enhancements to processes aimed at improving the effectiveness and efficiency of customer interactions. Assist in the rollout of new processes and monitor their influence on customer satisfaction.
• Also responsible for other Duties/Projects as assigned by management as needed.

Working Conditions:

• Hybrid: Open office environment 3x week + 2x working from home
• Some overtime required as special projects arise.
• Some travel <10%

Minimum Requirements:

• Bachelor’s degree in Marketing, Data Analytics, Business, or a related field.
• 3+ years of experience in CX research, customer data analysis, or a related role.
• Experience with CX platforms (InMoment).

Key Skills:

• Proven experience developing strategies, initiating campaigns/projects and executing to completion
• Experience with customer journey development
• Experience with CX
• Demonstrates superior organization and timely execution of initiatives
• Excellent communication skills, ability to lead projects and initiatives and collaborate with multiple teams
• Flexible and able to comfortably operate in an ever-evolving & changing environment
• Experience in a customer related area within the energy industry is preferred
• SAP experience a strong asset

Physical Requirements:

• Occasionally requires lifting as appropriate to perform duties and responsibilities/Position requires employee to work using a laptop/computer screen.

NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers and ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.

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DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to careers@nrg.com if you have any questions.