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Job Summary:
Summary: The Continuous Improvement Analyst is responsible for the analysis and resolution of global issues and/or improvement opportunities affecting the Retention & Care, and Inbound Sales organization. In addition, the analyst must monitor the effectiveness of business processes, conduct analysis, make recommendations, document processes, communicate those processes to the organization, and coordinate implementation for system and process improvements. The analyst must develop skills and knowledge to effectively address and resolve issues across multiple functional groups including, but not limited to, Information Technology, Back Office Operations (including invoicing, credit, collections, remittance processing, and service initiation), Consumer Operations, Marketing, Legal and Regulatory.
Role Specific Duties/Responsibilities:
- Perform and document Customer Care impact assessments for business rule and process improvement changes driven from a variety of business units and departments.
- Identify and document process improvement opportunities that result in operational efficiencies and/or increased customer service.
- Prepare and deliver business cases based on solid analysis and business intuition.
- Gain cross functional support and approval for system and process changes from key stakeholders.
- Work within the IT Change Management process to affect timely and complete implementation of system and process changes.
- Manage medium to large scale changes into the Customer Care organization through coordination with key business and information technology teams.
- Participate in Scrum Teams following an Agile framework
- Prepare quality business requirements or user stories, and functional design documentation for requested changes.
- Perform and document testing for system and processes changes.
- Document end user processes, step actions, and scripting in support of all implemented changes.
- Prepare and deliver accurate communications to the Customer Care organization in support of implemented changes.
- Coordinate with the Training group to deliver training to all Customer Care Representatives (CCRs), Supervisors and Management, as applicable.
- Act as a liaison between the Customer Care organization and other business units and departments.
- Apply lean analysis in continuous improvement efforts
- Design and write requirements for KPI dashboards to measure performance of systems, processes and customer journeys
- Other duties as assigned
Role Specific Knowledge, Skills and Abilities:
- Strong leadership skills; strategic thinker with big picture understanding.
- Ability and experience to communicate regular status/reports in an effective, time sensitive and customized manner; experience in presenting to clients at a senior management level.
- Ability and experience to manage customer and team relationships; promptly responding to both internal and external clients.
- Ability to analyze results, identify and explain variance from targets.
- Excellent personal computer skills, including all MS Office applications are required
- Ability to thrive in an environment that is developing and growing quickly, especially in the technical field.
- Excellent problem-solving, organizational and time management skills
- Able to handle multiple tasks simultaneously; ability to deal with conflicting demands and prioritize tasks as needed
- Ability to overcome major obstacles and recognize early when issues should be escalated
- Strong work ethic.
- Must be an effective and collaborative team player.
- High level of honesty and integrity.
- Excellent communications skills, both written and verbal.
- Excellent grasp of project management lifecycle and agile methodology
- Strong MS-Office (Word, Excel, PowerPoint) skills.
- Results oriented.
- Strong leadership skill
Experience: 3 years of experience as a business analyst or continuous improvement analyst required, with demonstrated experience of noted responsibilities. The ideal candidate will have a broad range of experience within several functions including technology design, flow design and implementation, business process development, training and performance management, and work force management analysis. Some project management, leadership and relationship skills are preferred.
Education: Undergraduate degree from accredited four-year college or university is preferred however, relevant work experience may commensurate.
Physical Requirements: Occasionally requires lifting as appropriate to perform duties and responsibilities.
Working Conditions:
- This position is hybrid but may require occasional travel to the NRG office outside of your scheduled in office days especially as special projects arise.
- The candidate may be required to occasionally work more than 40 hours in a week and outside of traditional business hours to complete project testing, data validation, and implementation.
- Reliable internet service is required.
- Travel (minimal as special projects arise)
NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.
Official description on file with Talent.
