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Job Summary
The Specialist role is one that will undertake policy definition and approval, customer experience definition, strategic positioning, customer characteristics and behavior definition and other similar functions associated with the Retail Energy work streams. The Specialist has Lead and Subject Matter Expert responsibility for analyzing and developing improvements to business processes, identifying and facilitating the creation of appropriate reporting and definition around each function, managing and integrating processes relating to operations and delivering an improved customer experience.
Job Description
ESSENTIAL DUTIES AND RESPONSIBILITIES
Establish and maintain methodologies to ensure on-going accuracy and integration of processes and design measurement criteria to monitor the nature of the integration process.
Implement and manage effective change management process to ensure smooth transition of new or adapted processes and identify process improvements.
Integrate and manage data from various systems including CIS, CIS+, Siebel, SAP and external sources.
Resolve reported issues in a timely and decisive manner, or escalate as appropriate.
Analyze massive amounts of customer data, such as customer feedback to identify solutions to improve and enhance the customers’ experience.
Assess, analyze and prioritize business proposals for operational viability and alignment with business objectives.
Apply a wide variety of high-level statistical and mathematical techniques to complicated processes for modeling, forecasting, profiling, and other complex analytical problems.
Employ statistical knowledge to develop relevant descriptive statistics related to business functions and other characteristics used to segment customers.
Actively work with various internal/external teams by providing data expertise, offering original perspectives, and challenging conventional views to better align decision making/perceptions with changing business needs.
Respond to questions from business clients regarding any aspect of customer data. Conduct research and analysis to gain a detailed insight and is dedicated to providing clear and credible responses and meeting the expectations and requirements of the business clients.
Provide direction and guidance to Analysts.
Controls budgetary spend for function.
Participate in the preparation of components of the function’s long-range strategic, operating, and business and capacity planning.
EDUCATION/EXPERIENCE
5-7+ years related professional work experience developing and analyzing large scale customer information systems or processes.
3+ years experience with customer acing and project coordination/management methods required.
Ability to make presentations to all levels of leadership including Executive Management.
Excellent consulting, negotiating, consensus building and conflict resolution skills.
Extensive communications and teamwork skills with both internal and external customers.
Experience in facilitating/leading work groups, process teams and focus groups.
Advanced skill using software applications such as MS Visio, Excel, Access and Outlook.
Excellent project management skills, ability to develop and evaluate process flows.
Expert knowledge of related function technologies and methodologies as well as financial model development and analysis.
Experience gained through college degree programs and/or certifications is applicable to above skills
Key Metrics
Effectively lead large cross-functional work teams within Vistra, External Business Partners and Regulatory workgroups with the goal to greatly improve work processes related to the Retail customer retention and growth.
Serves as a SME and provides guidance and work direction to team members.
Works under minimal supervision.
Job Family
Marketing
Company
TXU Retail Services Company
Locations
Irving, Texas
Texas
We are a company of people committed to: Exceeding Customer Expectations, Great People, Teamwork, Competitive Spirit and Effective Communication. If this describes you, then apply today!
If you currently work for Vistra or its subsidiaries, please apply via the internal career site.
It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, genetic information, military service, protected veteran status, or any other consideration protected by federal, state or local laws.
