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Associate Business Analyst - Customer Care Support
FirstEnergy
- Fairmont, West Virginia, United States
- Fairmont, West Virginia, United States
Über
The analyst role is integral to the Customer Care Support & Planning Group within Customer Care. As part of a centralized team that provides tools and subject matter expertise, the analyst monitors day‑to‑day operations, evaluates trends, and identifies opportunities to strengthen Customer Care processes and the customer experience while aligning to business objectives. The analyst collaborates and executes a range of tasks to meet daily operational needs, including contractor onboarding and readiness, assessing coaching and feedback effectiveness, supporting internal communication relevant to processes and procedures within Customer Care, and maintaining knowledge resources to improve consistency and adoption. This position is located at one of the main reporting locations: Corporate Office in Akron, OH, Reading, PA, or Fairmont, WV. Key Responsibilities
Develop and implement initiatives tailored to Customer Care, addressing critical tasks and opportunities. Issue identification, root cause analysis, and resolution related to customer care operations. Identify trends, risks, and opportunities impacting customer experience and operational efficiency. Document business processes, workflows, and procedures. Analyze feedback and metrics to identify experience gaps and opportunities for customer care operations. Partner with key stakeholders to ensure consistency and alignment in Customer Care operations, including third‑party agency productivity, efficient contractor onboarding, cost‑effective training solutions, robust knowledge management, and clear communication strategies. Analyze and synthesize frontline feedback to surface root causes, quantify impact, and prioritize Customer Care improvements aligned to business outcomes. Promote programs designed to foster a positive and collaborative work atmosphere using participation and outcome metrics. Develop and deliver effective strategies for Customer Care, ensuring employees are well‑informed and engaged regarding Customer Care process updates, events, project milestones, and staff meetings ensuring that measures are reached and there is comprehension to improve adoption. Analyze operations and program data to evaluate the effectiveness of Customer Care initiatives, identify trends and drivers, and deliver actionable recommendations. Evaluate new tools by defining requirements for Customer Care use, comparing options, and sizing impact to scale Customer Care capabilities. Improve Knowledge Management adoption by analyzing usage, search/deflection, gaps, and accuracy while sustaining a centralized and evolving knowledge repository to support productivity and information accuracy. Participate and lead cross‑functional projects to assess change impacts and risks, define success metrics, and validate measurable outcomes for system and process changes. Qualifications – Assistant Business Analyst Level
Two or four year degree in a related discipline is preferred, with a minimum of 2 years relevant work experience preferred; if no degree, 2‑4 years relevant experience required. Strong collaboration skills and ability to build relationships with key stakeholders. Ability to analyze, interpret, and make recommendations based upon analytics. Excellent communication skills including the ability to implement and articulate guidelines and procedures. Questioning attitude and willingness to challenge the status quo. Must maintain confidentiality, work independently and/or in teams, and demonstrate strong decision‑making capabilities. Model FE core values and behaviors. Deliver quality, accurate work within established guidelines. Basic analytical, critical thinking, problem‑solving and decision‑making skills, with proven ability to work effectively in a team environment. Research and utilize best practices. Actively seek ways to build challenges and add value within scope of assignments. Awareness of changes to tasks, processes, and procedures that impact the organization. Qualifications – Associate Business Analyst Level
Two or four year degree in a related discipline is preferred, with a minimum of 2 years relevant work experience required; if no degree, 4 years relevant experience required. Deeper knowledge or requirements listed above. Qualifications – Business Analyst/Advanced Business Analyst Level
Bachelor’s degree with a minimum of 4 to 7 years relevant work experience, or in lieu of a degree, a minimum of 7 years of relevant work experience. Advanced knowledge of analyzing data to deliver recommendations. Ability to communicate to different levels of upper leadership, representing the Voice of the Employee. Qualifications – Senior Business Analyst Level
Bachelor’s degree with a minimum of 7 years relevant work experience, or in lieu of a degree, a minimum of 10 years of relevant work experience. Independent thought driver that leads collaborative efforts. Benefits & Compensation
FirstEnergy offers competitive pay plus incentive compensation, a company‑sponsored pension plan, a 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, and skills development training with tuition reimbursement. Equal Employment Opportunity
FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H‑1B visas at this time.
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Sprachkenntnisse
- English
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