CUSTOMER EXPERIENCE ANALYST (XA0332)
About The Position
The Customer Experience Analyst is responsible for analyzing, interpreting and reporting internal performance data as well as industry data and assisting in developing and coordinating business cases associated with continuous business improvements. Supports all functions within Customer Operations by providing analytical and statistical information as requested to ensure effective resource utilization.
Key responsibilities include:
Bachelor’s degree from an accredited college or university required. Three or more years' experience with data analysis required. Three or more years’ professional-level experience in customer service/call center and/or providing field operations support preferred. Previous team/project leadership experience preferred. Experience with a Campaign Manager tool preferred. Experience running and/or reporting campaigns preferred.
In addition to the above qualifications, the successful candidate will demonstrate:
Strong working knowledge of MS Office required. Must be able to create reports, spreadsheets and develop formula calculations. Must be able to develop lookup tables, perform graphical analysis, and develop/interpret tables. Working knowledge of Ameren systems including DOJM, OAS and CSS preferred. Demonstrated ability to be self-motivated, solve problems, make decisions and be proactive. Must be a strong communicator that shows attention to details and works well in a team environment. Strong presentation, oral and written communications skills required. The Customer Experience Analyst works a standard day shift in an office and field environment. The position may require overtime, especially during storm restoration related activities or high volume periods.
Ameren’s selection process includes a series of interviews and may include candidate testing and/or an individual aptitude or skill-based assessment. Specific details will be provided to qualified candidates.
* Salary dependent upon individual credentials and position market pay level.
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