Analyst, Customer Experience Marketing (Hybrid)

At NRG, we're bringing the power of energy to people and organizations by putting customers at the center of everything we do. We generate electricity and provide energy solutions and natural gas to millions of customers through our diverse portfolio of retail brands. A Fortune 500 company, operating in the United States and Canada, NRG delivers innovative solutions while advocating for competitive energy markets and customer choice, working towards a sustainable energy future. More information is available at www.nrg.com . Connect with NRG on Facebook, LinkedIn and follow us on Twitter @nrgenergy.

Summary

The Customer Experience Analyst will support the B2B customer experience team. This role will be responsible for CX measurement and analytics including voice of the customer insights , CX and retention reporting, key drivers analysis, market research, and data storytelling. Ideal candidates will have business analysis, sales or marketing experience, excellent communication skills, and the ability to work in a dynamic, fast-paced and fun environment.

Responsibilities

• Own the CX and Retention Performance Scorecard. Track KPIs at a regular cadence and distribute reports to stakeholders.
• Lead the analysis on all CX and retention campaigns helping to optimize campaign performance and attribute marketing efforts to broader business performance.
• Partner with the analytics team to build and maintain automated dashboards in PowerBI.
• Deliver insights and recommendations to enhance the customer experience, improve customer retention and position NRG as a CX leader.
• Help collect and manage Voice of the Customer feedback cross departmentally.
• Support Customer Insights teammates with VOC initiatives and other ad hoc requests as needed.

Qualifications

• Minimum: Bachelor's degree from an accredited four-year college or university preferably in Business, Marketing or related field.
• Preferred past experience as a sales or marketing analyst

Additional Skills

• 1-3 years as a business or sales analyst, marketing experience preferably in the B2B space.
• Preferred experience in the power industry.
• Strong quantitative and qualitative analytical abilities.
• Excellent oral and written communication skills.

• Ability to work under pressure and balance competing priorities and deadlines in an organized manner.
• Self-motivated and driven, demonstrable positive attitude.
• Excellent systems skills including Word, Excel & PowerPoint are required.
• Preferred proficiency with VOC software (i.e. Qualtrics, MaritzCX, InMoment)
• Experience with data visualization tools (PowerBI, Tableau, etc.) a plus
• Clear appetite for learning and demonstrating a curious mind.

Working Conditions

Majority of work performed by utilizing a computer in a seated position

Willingness to travel occasionally (~10%)

Some overtime required as special projects arise

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Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Human Resources

Nearest Major Market: Houston