VOC Root Cause Data Analyst

Welcome to the intersection of energy and home services. At NRG, we’re driven by our passion to create a smarter, cleaner and more connected future.

Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes.

POSITION DESCRIPTION:

We are seeking a strategy leader to join Vivint’s Customer Experience team, of which the mission is to drive customer-centric initiatives across the enterprise and build a trusting relationship with our customers. This candidate will report to the Director, Voice of the Customer and be responsible for defining the strategy and prioritization of customer feedback and escalations by diving deep into the data to root cause the issues. This Root Cause expert will be responsible for conducting a comprehensive review of complaints, validating the root cause, escalating process gaps, as needed, and producing complaint trend analysis reporting. The ideal candidate should be able to develop a succinct strategy plan by connecting the dots from various data sources and break down the strategy plan into tactical steps in the roadmap. Use a data-driven problem-solving approach. Share insights in PPT and Tableau, pull big data with SQL, and drive value throughout Customer Experience. They need to be a self-starter that is capable of pulling the data they need to perform this function.

This Project Manager will work on reducing business service costs by $50-$70M over the next three years while improving quality and the customer experience.

The successful candidate needs to be someone who can drive results, influence stakeholders, understand systems and processes, and identify opportunities for improvement. We need someone who can flex from vision and strategy to tactical as well as understand data and systems. This individual should be dynamic, flexible, charismatic, and influential.

JOB RESPONSIBILITIES:

• Work with business leaders to prioritize their highest value actions that can be taken with a data-driven approach
• Present recommendations and strategies to multiple levels of the organization (front line agents to C-suite leaders)
• Lead a team of analysts, invest in them, and help them grow
• Create answers, define strategic and tactical plans, and drive results

REQUIRED SKILLS:

• Significant experience with PowerPoint, Tableau, and SQL, since these will be your daily toolkit
• Demonstrated ability to communicate clearly with senior leaders, solve complex problems, and think critically
• Lean Six Sigma certification
• Experience with tools like Asana, Smartsheets, Jira, etc.
• Experience with business diagramming tools like Lucidchart.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree required
• 2-5 years of experience in the following fields: strategy consulting, operations analytics, predictive analytics
• “Extreme Ownership” attitude, including a willingness to tackle problems through to solutions
• Successful track record of thriving in a fast paced, flexible environment
• Strong results orientation measured by impacting key business metrics
• Ability to communicate (written and oral) clearly and concisely at all levels of the organization
• Ability to dynamically meet business needs (change is the norm at Vivint)
• Strong team player who places the best interests of the organization above personal objectives
• Ability to work both independently and across functions

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.