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Job Title: Voice of the Customer Analyst I-Sr.

Work Place Flexibility: Hybrid 

Legal Entity: Entergy Services, LLC 

 

This position will be filled as an Analyst I-SR depending on relevant experience. This position can be filled as a hybrid role within Entergy’s physical service territory.

Job Purpose/ Summary: 

The Voice of the Customer (VOC) team is responsible for harvesting external data and insights to bring the customer's perspective to life within the organization. By collecting and analyzing customer feedback from various channels, the team identifies key customer needs, preferences, and pain points, which are then used to enhance the overall customer experience, inform strategic and operational decisions, and foster a more customer-centric culture. The VOC team's efforts lead to increased use of the customer voice in decision-making, consistent feedback loops that enable proactive engagement, and enhanced cross-functional collaboration, ultimately positioning the organization as the premier utility in the market. 

The Customer Insights Analyst is responsible for collecting and analyzing customer feedback to gather insights that inform strategic decisions and drive improvements to the customer experience. The Analyst will develop and maintain visualizations to communicate findings to stakeholders, represent the customer perspective in decision-making, and benchmark the organization's customer experience against industry best practices. Additionally, the Analyst will monitor engagement metrics, track changes in customer satisfaction, and close the feedback loop with customers to demonstrate the organization's responsiveness and accountability. 

Job Duties/Responsibilities:

Operationalize the Customer's Voice: 

  • Collect and analyze customer feedback using surveys, interviews, and focus groups to gather insights into customer needs, preferences, pain points, and expectations 

  • Develop and maintain visualizations (e.g., dashboards, reports) to communicate customer insights to stakeholders 

  • Represent the customer perspective in strategic decisions and ensure their needs are prioritized 

Benchmarking and Best Practices: 

  • Research and identify industry best practices for delivering an exceptional customer experience 

  • Benchmark the organization's customer experience against competitors or top performers in the industry 

  • Recommend and facilitate the implementation of best practices to enhance the customer experience 

High-Touch Customer Experience: 

  • Monitor engagement metrics and track changes in customer satisfaction 

  • Close the feedback loop with customers, demonstrating the organization's responsiveness and accountability 

  • Share improvements with customers, emphasizing their role in driving change 

  • Highlight success stories introduced due to customer feedback 

VOC Insights and Analysis: 

  • Aggregate and analyze data from surveys, interviews, focus groups, and other feedback channels to identify customer needs, preferences, pain points, and expectations 

  • Identify common themes and trends in customer feedback, including emerging issues or areas of opportunity 

  • Document how customer feedback was addressed, showing the organization's responsiveness and accountability 

Agile Methodology 

  • Utilize agile methodology to iterate quickly and incorporating feedback on deliverables and outputs. 

  • Participate in agile project management activities, such as sprint planning, daily standups, and retrospectives, to ensure the timely delivery of data solutions. 

Emerging Industry Trends 

  • Stay up to date with the latest advancements in customer insight analytics, survey tools, focus group and other techniques to enhance the voice of the customer. 

Cross Functional Collaboration 

  • Partner with various departments to align on customer experience goals and initiatives. 

  • Communicate insights and recommendations to executive leadership to inform strategic decision-making. 

  • Foster a data-driven culture and promoting the use of customer analytics across the organization. 

Minimum Requirements 

Minimum education required of the position 

  • Bachelor's Degree in technical or business-related field or equivalent work experience 

Minimum experience required of the position 

  • Analyst I: 0-2 years of relevant professional experience  

  • Analyst II: 2-4 years of relevant professional experience  

  • Analyst III: 4-6 years of relevant professional experience  

  • Analyst Sr: 6+ years of relevant professional experience 

Minimum knowledge, skills and abilities required of the position 

Technical Skills:  

  • 3-5 years of experience in a customer experience, data analysis, or customer service role 

  • Strong analytical and problem-solving skills with the ability to derive insights from data 

  • Agile methodology understanding 

  • Preferred: Proficient in data analysis tools and techniques (e.g., SQL, Excel, Tableau, Power BI)

Any certificates, licenses, etc. required for the position 

None

 

#LI-AH1

Primary Location: Louisiana-New Orleans Arkansas : Little Rock || Louisiana : New Orleans || Mississippi : Jackson || Texas : The Woodlands 
Job Function: All Other Jobs
FLSA Status: Professional 
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT 
Number of Openings: 1
Req ID: 120616
Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

 Know Your Rights: Workplace Discrimination is Illegal

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment.  Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

EEI Testing:

One way that Entergy has found to identify and assess the abilities and skills needed for certain jobs is through pre-employment testing. If this position does require an EEI test, the type of test will be located under the qualifications section of the job posting. If you are invited to a test session, we strongly recommend you review and complete the practice test as well as review the testing brochure for your respective test.  The test brochure will give you critical information on the test such as time allocated and number of questions.  Also, keep in mind that the actual test is timed; you should practice timing yourself while doing the practice tests. The practice test information and test brochures can be located by going to the EEI website, http://www.eei.org/practicetests, Logon ID:  entergy, password:  practice test (2 words). Travel expenses incurred in connection with EEI testing are non-reimbursable.

In addition to EEI testing there is also Fit-for-Duty testing which will identify and assess the abilities and skills needed for certain jobs. If this position does require Fit-for-Duty testing, the type of test will be located under the qualifications section of the job posting.

WORKING CONDITIONS:
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.


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