New Jersey Resources Lead Customer Experience Analyst in Wall, New Jersey
Lead Customer Experience Analyst
Wall Corporate Office, 1415 Wyckoff Rd, Wall, New Jersey, United States of America Req #1359
Monday, July 19, 2021
Energize your future at New Jersey Resources (NJR). We are a Fortune 1000 employer located at the Jersey Shore in Monmouth County, and named a Most Trusted Brand among the country’s natural gas
and electric utilities. Join our diversified energy company as we pursue a reliable, sustainable, cleaner energy future. You’ll find a friendly, community-minded work environment, where recognition for your work and opportunities for growth and development are complemented with competitive pay and benefits. That’s NJR Life.
New Jersey Natural Gas, a subsidiary of New Jersey Resources is seeking a Lead Customer Experience Analyst to provide multidimensional analytics and business unit reports consisting of pertinent and actionable information. Contribute beneficial insights on voice-of-the-customer and operational data from both external and internal sources. Research and identify best practices, trends and measures to evaluate and continually improve the customer experience across all traditional and digital channels.
Provide multidimensional analytics and business unit reports consisting of pertinent and actionable information. Contribute beneficial insights on voice-of-the-customer and operational data from both external and internal sources. Research and identify best practices, trends and measures to evaluate and continually improve the customer experience across all traditional and digital channels.
Develop reporting, analyses and visualization on voice-of-the-customer data in order to provide beneficial insights and present actionable recommendations to drive business-making decisions
Monitor actual versus planned performance and identify opportunities to enhance the customer experience
Work with team members to develop ways of performing work more efficiently for continuous improvement
Assist with logical and physical data modeling to support customer experience initiatives
Support internal business intelligence platform providing ad-hoc access to large or varied datasets, including the development of new scripts, queries or reports
Oversee voice-of-customer (VOC) channels including transaction surveys, online customer panel, focus groups and third-party studies; analyze results, deliver qualitative and quantitative insights, formulate recommendations and present findings to respective business units. Recommend additional VOC channels as appropriate
Understand the root cause of complaints at all levels to initiate actions to improve the customer journey
Participate on internal teams focused on improving the customer experience by recommending and/or providing VOC data, analytics and cross-industry best practices
Manage employee recognition program that recognizes excellent customer experience
Perform special project work as required
Bachelor's degree in business, mathematics, or related field
Two years of experience with analyzing business or voice-of-the-customer data required
Proficient in Microsoft Office, with strong knowledge of Excel
Experience with statistical software programs including IBM’s SPSS
Knowledge of current best practices, the digital environment and customer trends
Excellent written and verbal communication skills
Strong knowledge of mobile, web technology and social media
Ability to utilize creativity in generating ideas and implementing solutions
Demonstrated skills in fact-based analysis and problem solving
**It is anticipated that the period of employment in this job will not exceed 24 months. The successful candidate will be employed “at-will” and employment may be terminated by the employee or the Company at any time, with or without cause and with or without prior notice.
*This position has ability to work remotely.
- The above job description is reflective of the primary duties of this position and in no way limits the supervisor from assigning any other duties, responsibilities or initiatives as deemed necessary.
We are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity and/or expression, national origin, disability, veteran, or other protected status.
Job Function Sr. Professional
Pay Type Salary
Wall Corporate Office, 1415 Wyckoff Rd, Wall, New Jersey, United States of America