Business Analyst

FirstEnergy at a Glance

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.

FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

About the Opportunity

This is an open position with FirstEnergy Service Co., a subsidiary of FirstEnergy Corp. [FEU]

Note: These positions have flexibility related to work location and will be classified as Mobile with primary work location as home, but may work at or visit a facility, based on business need.

The Business Analysts will be report to the Manager, Customer Insights in the Customer Service Analytics area. Multiple positions available.

The Business Analysts will be responsible for analysis and oversight of the VOC tool/process, such as, VOC platform for Residential or Nonresidential customers, Broadcast Tool, Preference Center, or Knowledge Management. This role will work closely with respective vendor associated with the tool and the business to meet the current and future customer experience needs. The Business Analysts will support the Manager, Customer Experience and Compliance in the group’s role as a liaison between FE Customer Experience and other FE departments providing insights from the analysis of data from the tools. This role is pivotal in developing and maintaining these customer engagement tools and assisting with creating customer centric processes throughout FirstEnergy. The Business Analysts brings depth of knowledge and experience associated with our customers and exhibits the ability to understand the customer and employee journey through the end-to-end processes across all of FE Customer Experience.

Responsibilities Include:

• Analyzes data for insights from tool/process and recommends initiatives to meet customer/employee needs
• Oversees monitoring and controls VOC activities for FE Customer Experience applications and systems
• Provides oversight of the customer journeys and related VOC tools and processes for follow-up and action
• Continuously seeks out ways for improving plans, tools and technology to improve customer experience
• Helps define VOC strategy
• Provides VOC input for overall process improvements
• Ensures all documentation is accurate and complete for VOC recommendations and plans
• Provides and/ presents VOC information to FE leadership and other stakeholders
• Serve as a “thought leader” and VOC resource for less tenured employees
• Actively seek ways to build, challenge, and add value within scope of assignments
• Consistently anticipate and deliver results

Qualifications include:

• Minimum of Bachelor’s degree in Business, Management Information Systems (MIS), Computer Science or related discipline along with 4 years of related work experience. In lieu of a degree, 7 years related work experience is required. Related work experience includes, but is not limited to, project management, data analysis, and customer service knowledge.
• Exhibits subject matter expertise in project management or a functional area in FE Customer Service (Revenue Operations, Customer Management, FE Contact Center, National Accounts & Customer Support)
• Possesses a proven track record of successful project management roles and responsibilities
• Must be able to work independently or in a team environment, to manage, organize and prioritize work and ultimately meet strict deadlines
• Must be self-motived and able to multi-task with competing priorities
• Superior communication and coordination skills with ability to interact with all levels
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint)
• Good knowledge of Customer Service technologies and tools to manage data and environments is a plus
• Interest in continuous improvement
• Ability to lead by example

Benefits, Compensation & Workforce Diversity

At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at www.firstenergycorp.com to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.

Safety

Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.

Position Classification

Exempt

FirstEnergy Human Resources Team