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PPL Corporation Mgr Analytics Customer Ops in Allentown, Pennsylvania


Internal Title:

Mgr Analytics Customer Ops

Primary Responsibilities:

  1. Identify, design and execute Customer Services data analytics strategy which inform business strategy and tactics. Focus on key business questions and frame business problems into analytics plans. Leverage disparate data sources to address key business questions and uncover business opportunities.

  2. Determine optimal analytic approaches and statistical methods, foster strong partnerships in the context of resources, timing, and overall project goals.

  3. Develop new insights and actionable recommendations and influence business partners at all levels to incorporate insights into decision making.

  4. Ensure seamless integration of analytics across key data sources to evaluate business performance and opportunities for improvement. Identify and develop key metrics to measure and monitor performance through automated dashboards.

  5. Serve as a leader in data analytics and root cause analysis that drive operational improvements.

  6. Champion the development and implementation of analytics approaches and methods that are innovative, drive efficiencies, and contribute to broader sharing of best practices.

  7. Demonstrate leadership courage to set boundaries and ensure time is spent on the most critical/ high value projects.

  8. Drive a culture of simplicity within the analytics function to ensure business processes are streamlined and partners are provided on-demand insights that translate to action.

  9. Lead and develop a team of individual contributes through in-person and virtual environments, which includes working to define personal and profession goals on a regular basis, creating customized skill development framework, re-enforcing professional development as part of the culture and helping employees realize their goals.

  10. May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.

  11. The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Requisition ID:


Position Summary:

The Manager, Customer Analytics is responsible for leading the integration and execution of analytics which generate new business insights and uncover improvement opportunities for customer operations.

This position will serve as an internal consultant to Customer Services teams and will partner closely with operational, program and project teams in customer services and across PPL, delivering actionable recommendations, shaping decision-making, and driving organizational action.

This position plays a leading role in advising the Customer Services teams in the development and evaluation of new and existing business strategies and tactics and as a result, shares accountability for business results.

Candidate Qualifications:

Candidates must meet the basic qualifications and pass all required tests or assessments to receive consideration.In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility form upon hire.

Experience Level:

Senior Manager

Recruiting Location:


Basic Qualifications:

  1. Minimum of BA/BS is required. Advanced degree is preferred.

  2. A minimum of 5 years of relevant business experience in business analytics, strategic planning, management consulting is required.

  3. Demonstrated success partnering with business leaders to translate analytics and insights into actionable recommendations.

  4. Experience shaping and influencing organizational decision-making.

  5. Strength in storytelling, data visualization and developing effective presentations.

  6. Knowledge across a broad spectrum of analytic approaches and ability to identify appropriate approach to address key business questions.

  7. High degree of intellectual curiosity

  8. Strong learning agility and demonstrated success solving ambiguous business issues.

Equal Employment Opportunity:

Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.

Regular or Temporary:


Full-time or Part-time:


Corporate Summary:

As one of the largest investor-owned companies in the U.S. utility sector, PPL Corporation delivers on its promises to customers, investors, employees and the communities we serve. Our utilities - Western Power Distribution, Louisville Gas and Electric and Kentucky Utilities, and PPL Electric Utilities - provide an outstanding service experience for our customers, consistently ranking among the best in the United States and the United Kingdom. PPL has grown from a company with customers and facilities in one region of Pennsylvania to a diverse energy company with more than 10 million customers in the U.S. and the U.K. PPL provides energy for millions of customers while providing challenging and rewarding careers for thousands of employees around the U.S. and abroad.

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