Lead Customer Experience Anlayst

and electric utilities. Join our diversified energy company as we pursue a reliable, sustainable, cleaner energy future. You’ll find a friendly, community-minded work environment, where recognition for your work and opportunities for growth and development are complemented with competitive pay and benefits. That’s NJR Life.

 

New Jersey Natural Gas, a subsidiary of New Jersey Resources is seeking a Lead Customer Experience Analyst to provide multidimensional analytics and business unit reports consisting of pertinent and actionable information. Contribute beneficial insights on voice-of-the-customer and operational data from both external and internal sources. Research and identify best practices, trends and measures to evaluate and continually improve the customer experience across all traditional and digital channels.

Basic Function: 
 

Provide multidimensional analytics and business unit reports consisting of pertinent and actionable information. Contribute beneficial insights on voice-of-the-customer and operational data from both external and internal sources. Research and identify best practices, trends and measures to evaluate and continually improve the customer experience across all traditional and digital channels.

 

Major Responsibilities:  

 

• Develop reporting, analyses and visualization on voice-of-the-customer data in order to provide beneficial insights and present actionable recommendations to drive business-making decisions
• Monitor actual versus planned performance and identify opportunities to enhance the customer experience
• Work with team members to develop ways of performing work more efficiently for continuous improvement
• Assist with logical and physical data modeling to support customer experience initiatives
• Support internal business intelligence platform providing ad-hoc access to large or varied datasets, including the development of new scripts, queries or reports
• Oversee voice-of-customer (VOC) channels including transaction surveys, online customer panel, focus groups and third-party studies; analyze results, deliver qualitative and quantitative insights, formulate recommendations and present findings to respective business units. Recommend additional VOC channels as appropriate
• Understand the root cause of complaints at all levels to initiate actions to improve the customer journey
• Participate on internal teams focused on improving the customer experience by recommending and/or providing VOC data, analytics and cross-industry best practices
• Manage employee recognition program that recognizes excellent customer experience
• Perform special project work as required

 

Position Specifications: 

 

• Bachelor's degree in business, mathematics, or related field 
• Two years of experience with analyzing business or voice-of-the-customer data required 
• Proficient in Microsoft Office, with strong knowledge of Excel
• Experience with statistical software programs including IBM’s SPSS
• Knowledge of current best practices, the digital environment and customer trends
• Excellent written and verbal communication skills
• Strong knowledge of mobile, web technology and social media
• Ability to utilize creativity in generating ideas and implementing solutions 
• Demonstrated skills in fact-based analysis and problem solving

 

 

**It is anticipated that the period of employment in this job will not exceed 24 months.  The successful candidate will be employed “at-will” and employment may be terminated by the employee or the Company at any time, with or without cause and with or without prior notice.

 

*This position has ability to work remotely.  
 

* The above job description is reflective of the primary duties of this position and in no way limits the supervisor from assigning any other duties, responsibilities or initiatives as deemed necessary.

 

We are an Equal Opportunity/Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity and/or expression, national origin, disability, veteran, or other protected status.