Care Optimization & Service Innovation Analyst

Welcome to the intersection of energy and home services. At NRG, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

More information is available at www.nrg.com. Connect with NRG on Facebook, Instagram, LinkedIn and X.

Job Summary: 

In this role, you will be asked to define standards, challenge the status quo to implement innovative solutions, and educate the organization on process reengineering and design thinking. You will partner with cross-functional teams including Care, IT, Data & AI, and Sales to deliver strategy-enhancing efficiencies through current and new technology.

Responsibilities:

• Coordinate and facilitate discovery and requirement meetings

• Support process design sessions to determine improved future state processes or automation/AI opportunities

• Standardize key business rules and processes across all brands, systems and segments

• Support testing for technology enhancements and releases

• Create and maintain process documents and standard operating procedures

• Work within the customer lifecycle to review existing business processes, apply Lean methodologies to identify waste, gaps and process improvement opportunities to create an improved future state process for our customers

• Gather feedback from the various branches of the customer lifecycle to help influence prioritization discussions

• Leverage data to provide recommendations to leadership that drive efficiencies
• Serve as a liaison between analytics teams and frontline operations to ensure alignment and execution
• Foster a culture of innovation and employee empowerment by helping to lead a continuous improvement program
• Identify root cause of issues, areas of opportunities and develop creative solutions

Work Experience, Qualifications, & Requirements

• Bachelor’s degree in Business, Engineering, Operations, or a related field
• Strong analytical and conceptual thinking skills with a track record of creative problem-solving
• Proficiency in process mapping, workflow documentation, and data visualization tools
• Excellent communication and facilitation skills to lead cross-functional initiatives
• Ability to understand and document workflows

Preferred

• Experience in customer service, customer success, or consumer research environments
• Knowledge of CRM systems (e.g., Salesforce) and customer journey analytics tools
• Understanding of UX/UI principles and digital behavior analysis
• Understanding of deregulated energy markets and/or energy experience

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.