VOC Root Cause Data Analyst
![]() | |
![]() United States, Utah, Lehi | |
![]() | |
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:
REQUIRED SKILLS:
MINIMUM QUALIFICATIONS:
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. |