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Company Name Genuent
HTML Body Genuent is hiring a Customer Experience Program Analyst  for our direct client in Houston, TX. Qualified candidate should send their resume (Word format) to Taylor Kast at tkast@genuent.com
Customer Experience Program Analyst
Houston, TX
Job description
The Program Analyst, Customer Experience will be responsible for supporting the implementation of the ideal customer experience for customers, to support customer acquisition, retention, and lifetime value. The Program Analyst will work with a cross section of the organization to ensure we deliver the right customer experience while also delivering the business needs. This role will work closely with segment marketing, communications, marketing, sales, web, customer care, operations, legal and regulatory to ensure alignment. The position requires strong influencing skills, research skills, an understanding of industry best practices, and a passion for creating customer-focused, effortless experiences.

Major Responsibilities/Activities
  • Support the implementation of the ideal customer experience for the residential and small business segments.
  • Drive initiatives by conducting research, identifying opportunities, developing short term and long-term action plans, executing initiatives, and communicating with stakeholders. The goal is to enhance the experience for internal and external customers, so they stay loyal to us, buy more and recommend us to others.
  •  Use tools such as customer journey maps to identify strengths and opportunities and communicate these to the broader organization from the perspective of the customer.
  • Work with analytics and market research teams to track Net Promoter Score, Customer Effort Score, and other key metrics as appropriate.
  • Work with the Fanatics to help identify pain points and implement improvements based on customer insights.
  • Monitor, enhance and communicate online review ratings from key sites.
  • Design, implement, track and communicate programs to leverage NRG assets for existing customers.
  • The ideal candidate is highly analytical, curious, able to identify and tell a story with data, and a self-starter who is a fast learner. You will be obsessed with creating and delivering projects that truly impact customer loyalty.
  • Communicate and document short term and long-term goals, requirements, deliverables and release dates, as well as program results and impact.
  • Monitor and evaluate customer experience programs of best-in-class organizations and identify ways to adopt their best practices.
  • Bachelor’s degree in marketing, business, or equivalent discipline. Advanced degree a plus.
  • 3+ years working experience with 1+ years of specific experience in Customer Experience or Marketing in a consumer-facing product or service company.
  • Working knowledge of customer experience best practices and a passion for doing what is right for the customer and the company.
  • Proven ability to handle multiple competing priorities, and ability to adapt in a flexible and fast-paced environment.
  • Demonstrated ability to translate customer needs into requirements. Ability to use hard data and metrics to back up assumptions.
  • Excellent written and verbal communication skills; i.e. effectively communicates with internal groups on ideas and resolves issues; presents complex information in a clear, concise manner.
  • Strong project management skills, including ability to manage and prioritize multiple complex projects simultaneously.
  • Ability to work in a team environment or independently.
  • Ability to take initiative and be proactive.
  • Online, web, and/or mobile experience a plus.
  • Expert user of Microsoft Office, especially Excel and PowerPoint.
Internal Reference Code/Reference No.
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Association Management Software by MemberSuite
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