Advanced Business Analyst - Customer Service Analytics

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]

The selected candidate may be offered a position within the same job family, at a level that is lower than what was posted. This will be determined based upon the results of the interview process which considers the candidate's skills, work history, experience level, and other relevant qualifications.

This position reports to the Supervisor, Research and Planning in Customer Service Analytics.

This position will be classified as Mobile with primary work location as home but may work at or visit a facility.

This position is responsible for driving Customer Experience initiatives and provides opportunities to lead or assist with high-exposure transformation and continuous improvement activities. This individual will also assist with strategic capital planning, business process management, researching, benchmarking, business integration, regulatory requests, and the Engaged Customer Relationship score. This position will involve the measurement of business performance initiatives to assist in driving performance improvement opportunities within the company. It will work at all levels across the organization to interact with subject matter experts and business leaders.

Responsibilities include:

• Managing projects – leading, supporting, participating in, and training teams on project management including process, tools and templates, and methods of communication.
• Reviewing and validating project business case documentation and monitoring achievement of predicted results.
• Developing detailed process mapping for business process improvement initiatives.
• Researching industry best practices, new methods and alternative measures for performance.
• Compiling and analyzing performance statistics for communication, leadership updates and opportunity improvement.
• Benchmarking metrics associated with improvements/declines in operational key indicators and provide clear and concise findings.
• Developing and/or supporting reporting of key metrics and benefit realization.
• Working across Customer Experience to ensure effective and consistent reporting and analysis

Qualifications at the Advanced Business Analyst level include:

• Four-year degree in a related discipline with a minimum of 7 years relevant work experience required. 
  • In lieu of degree, a minimum of 10 years relevant work experience will be required.
    • Relevant experience includes prior project management experience, data reporting, analysis, costing and recommendations, along with a thorough understanding of the subject matter.
• An advanced degree or professional certification is preferred.
• Excellent verbal and written communication, along with presentation skills
• Strong interpersonal skills
• Must be able to establish and maintain cooperative working relationships with teammates and positions at all levels 
• Must be able to manage multiple, changing priorities simultaneously in a fast-paced environment, while ensuring aggressive deadlines are met
• Strong analytical, critical thinking, problem-solving and decision-making skills
• Medium to high proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Visio) and related databases
• Must be flexible in job assignments and hours
• Limited travel may be required to departmental functions

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