Con Edison Sr Analyst / 2L in New York, New York

Qualifications: Customer Operations seeks to hire a dedicated professional to join its Customer Experience Excellence team. The team strives to enhance the customer experience by leading the development of the Customer Experience (CX) strategy and delivering cross-organizational projects that drive an enhanced experience for Con Edison customers through comprehensive service and tools. The candidate must have a Bachelor’s degree and 3 years work experience, or an Associate's degree and 4 years of work related experience, or a High school Diploma and 5 years of work related experience. Candidate must also have 2 years of experience in Market Research as well as experience demonstrating strong customer focused responsibilities; delivering exceptional customer experiences. Strong analytical, research, planning and problem-solving abilities are required, and must be demonstrated in the application. Candidate must have proven ability to develop and monitor CSAT metrics as well as a demonstrated ability to use customer research to prioritize and shape CX initiatives. The ideal candidate must also demonstrate excellent writing and presentation skills, the ability to work independently and make sound business decisions, as well as have a strong commitment to excellence, customer focus and personal accountability. This individual must be well organized, detail oriented, and flexible to handle multiple assignments and meet deadlines. The ideal candidate must have excellent interpersonal skills and possess the ability to effectively interact with people at all levels including customers, employees and all levels of management. Must have excellent, oral, and written communication skills and be proficient in MS Office applications. The candidate must also maintain well organized files and accurate records. All requirements must be demonstrated in the application.

Preferred qualifications for the ideal candidate include:

  • Bachelor’s in Marketing or Business

  • Project Management Experience

  • Experience in Market Research

  • Experience with Customer Information System (CIS) and/or demonstrated ability using information systems

  • Experience interacting with vendors

Responsibilities: The Senior Analyst will provide support for operations activities relating to the customer experience journey strategy and other customer related initiatives. They will identify strategies in support of enhancing the customer experience, and work collaboratively across departments to support a unified approach to customer service improvements. The candidate will work closely with Section Manager and others to provide analytical and organizational support on various efforts; including, but not limited to, those related to market research. In support of market research and customer experience initiatives, the individual will become a subject-matter-expert (SME) resource for CX metrics and analysis, by helping to establish and continually monitoring progress across a range of performance metrics, including CSAT and other top-line organizational metrics. They will identify and evaluate underperforming goals/metrics as well as provide analytics and recommendations for better decision making. The Senior Analyst will conduct utility and cross-industry research along with customer research to better prioritize and shape CX initiatives. Additional responsibilities will include benchmarking and review of benchmarking material as a means to learn from other organizations that are considered best in class. They will ensure best practices in terms of journey mapping and customer-centric design thinking are leveraged in the development of the CX strategy and all initiatives therein and collaborate with business leaders and various teams to identify issue(s) and design solution(s). Support a customer-centric culture, taking special interest in meeting the needs of both external and internal stakeholders.

Physical Requirements: Must be able and willing to travel within Company service territory, as needed. Must have valid driver's license.

Equal Opportunity Employer: Consolidated Edison is an equal opportunity employer and, as such, affirms in policy and practice its commitment to recruit, hire, train, and promote, in all job classifications, without regard to race, color, creed, religion, sex, gender, age, national origin, marital status, sexual orientation, gender identity, gender expression, citizenship, eligible veteran status, disability, or any other status protected by law.

Con Edison is a federal contractor subject to VEVRAA and desires to receive priority referrals of protected veterans.

Click here, EEO is the Law Notice, to learn about your equal employment opportunity protections as part of the application process.

CON EDISON DOES NOT ACCEPT RESUMES DELIVERED BY THE US POSTAL SERVICE OR VIA EMAIL. ONLY ONLINE EMPLOYMENT APPLICATIONS SUBMITTED TO A SPECIFIC JOB POSTING ADVERTISED ON THE COMPANY'S INTERNET ARE ACCEPTED.

If you are an individual with a disability and/or a disabled veteran and would like to request an accommodation to apply for a job, you may do so by submitting your written request as follows:

By Mail: Consolidated Edison Company of New York. Recruitment Section Manager 4 Irving Place 15th Floor South New York, New York 10003

By Email: RequestForAccommodation@coned.com

If you are an individual with a disability and/or a protected veteran and would like to verify the information in the job listing, you may do so by submitting your written request as follows:

By Mail: Consolidated Edison Company of New York. Recruitment Section Manager 4 Irving Place 15th Floor South New York, New York 10003

By Email: JobListingVerification@coned.com

Title: Sr Analyst / 2L

Organization: Customer Operations

Department: Strategic Applications

Expires On: 8/12/2017

Job Code: 17-0648