New Jersey Natural Gas Seeking a Lead Customer Experience Analyst

NSCN partner, NJ Resources, is seeking a Lead Customer Experience Analyst for its subsidiary, NJ Natural Gas.

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.
 
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; prepare and analyze reports based on required frequency.
• 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 the online customer panel; ensure engagement of panelists, develop surveys, refresh panel landing page content, quantify the impacts of the customer feedback on business operations and/or strategy, formulate recommendations and present findings to respective business units.
• Understand the root cause of complaints at all levels to initiate actions to prevent recurrence.
• Participate on internal teams focused on improving the customer experience by recommending and/or providing voice-of-the-customer data, analytics and cross-industry best practices.
• Analyze results from various customer perception and satisfaction surveys; provide recommendations based on the findings.
• Manage employee compliment program.
• Perform special project work as required.
 
Position Requirements:
Bachelor's degree in business plus two years of experience with analyzing business or voice-of-the-customer data required. Demonstrated skills in fact-based analysis and problem solving. Knowledge of current best practice information, the digital environment and customer trends. Excellent written and oral communication skills. Proficient in Microsoft Office, with strong knowledge of Excel. Experience with statistical software programs including IBM’s SPSS. Knowledge of SQL programming language as well as experience with NJNG’s Customer Service software is preferred.
 
Please visit http://www.njresources.com/about/careers/index.asp to submit your resume for consideration.