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At Consumers Energy, our customers are at the heart of everything we do. Our ability to deliver reliable electric and natural gas services begins with our commitment to reflecting the unique character and diverse perspectives of the 6.5 million people we serve across Michigan. As a major Midwest company with more than 7,000 employees, we’re powered by the Value of All: the idea that every individual matters, and that the best way to serve our community is to be an active part of it.
Help us design and deliver a customer experience strategy that meets our customer expectations!
In this role, you will be responsible for delivering effective and efficient customer value through improved quality, delivery and cost, while meeting the goals and objectives of the ASP group, which provides repair services for HVAC and white goods to approximately 170,000 contract holders throughout the state. As the primary data analyst for problem identification and prioritization, you will analyze and provide the strategy direction through coordination and engagement with the functional areas, and may also lead team problem solving, corrective action and continuous improvement.
Related responsibilities and tasks:
- Supports the ASP team to identify options for extracting data from disparate data sources (SAP, relational database, etc.)
- Facilitates sessions and analyzes data to determine root causes of customer experience problems and measures progress toward solving those problems
- Benchmarks similar fields to determine best in class performance
- Works with other departments to set customer experience goals
Qualifications for this position include:
- Bachelor’s degree in Industrial Engineering or related field; equivalent experience may also be considered
- Six Sigma qualifications with Green Belt minimum preferred, Black Belt strongly preferred
- Background should experience with the following: data & statistical analysis, change agent, business plan deployment, process mapping (value stream), PFMEA (risk analysis), process control plan, Lean concepts, standards/metrics development, continuous improvement, etc.
- Strong negotiation, presentation, problem solving and project management skills
Response Information:
Every day, we’re working together to improve the quality of life for people across Michigan through responsible business practices, valuing our customers, dynamic energy innovation, and a relentless dedication to helping people from all backgrounds build extraordinary careers. Learn more about joining the Consumers Energy family and discover how your talents can be utilized. This position offers an excellent salary and benefits package consistent with experience. For a detailed job description and to apply, please visit our corporate website at:
www.consumersenergy.com/careers
Click on the “Careers” tab, and apply to Job Req. #50481264. Interested candidates must submit a resume online.
Consumers Energy is an equal opportunity / affirmative action employer committed to building and connecting with a diverse workforce. All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex or national origin.
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