Company Summary Statement

Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode Island through the delivery of electricity or natural gas. Our team is dedicated to helping Rhode Island customers and communities thrive while supporting the transition to a cleaner energy future. Rhode Island Energy is part of the PPL Corporation (NYSE: PPL) family of companies addressing energy challenges head-on by building smarter, more resilient, and more dynamic power grids and advancing sustainable energy solutions. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.

Overview

Reporting to the Lead Supervisor of the Back Office, the Customer Operations Data Analyst is responsible for designing, collecting, analyzing and reporting data within the customer operations team. This role will also design and implement procedures and policies to improve the working of Rhode Island and ensure customer and regulatory requirements are met. This role is also responsible for creating reports, dashboards, and visualizations for all audiences. This position will assist in establishing, implementing and monitoring the department’s quality assurance/quality control program and departmental performance metrics. The specialist is responsible for ensuring accuracy, compliance, and efficiency by addressing exceptions that deviate from standard procedures or expectations thorough research, communication with various parties, and documenting resolutions to prevent future issues.

Responsibilities

• Proactively collect, analyze, compile, prepare and maintain data from a wide range of data sources to identify key themes and determine the impact of different scenarios on the business, by preparing recommendations for process improvements that assist business leadership in meeting or exceeding its targets and objectives.

• Utilize analytical-based problem solving in addressing functional departmental inadequacies by analyzing, compiling data and employing root cause analysis to document and identify areas of improvement that can aid in the resolution of internal and external issues affecting the business’s ability to effectively issue customer bills and address customer concerns.

• Identify, analyze, compile and prepare data from multiple sources to aid in the completion of daily, weekly, monthly operational and statistical reports and provide support to business leadership in reporting of results and metrics related to internal and external requests.

• Build executive dashboards and support the enhancement of existing power BI dashboards as needed to assist leadership in quickly assess productivity and identify concerns.

• Identify, develop, document and implement best practice policies and processes and monitor adherence to such practices. Evaluate current processes and practices to identify opportunities for improvement

• Deliver guidance, assistance and direction related to the analysis of the impact of opportunities that will affect the business, including cost analysis and policy adherence.

• Oversee, monitor, and perform testing of internal controls to ensure adherence to company internal control requirements.

• Develop and maintain analytical systems, models and procedures to support solutions and increase efficiency as well as identify and resolve issues related to data accuracy, reporting process, and data governance.

• Work closely with cross functional teams to identify opportunities to enhance effectiveness, efficient collection, and reporting of data and to challenge existing ways of working to implement improvements that drive greater efficiencies.

• Build upon technical/professional skills and knowledge within own area of specialism or of other processes to continually grow your personal contribution to the business.

• Maintain a process of proactive communication to customers and internal stakeholders on receipt of request, expected response time, and final resolution as required.

• Work independently with minimal supervision; develop and maintain relationships with internal stakeholders and Rhode Island regulatory external stakeholders.

• Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies, including weekends and holidays when the company needs to restore power or respond to other issues affecting customer service.

• The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers

Qualifications

Education/ Experience

• Bachelor’s degree in a business or analytical related discipline preferred or an equivalent combination of experience and education on a year for year basis that demonstrates a work background signifying an ability to absorb information, apply conceptual skills in practical applications, and achieve desired results in a highly technical, fast-paced operating environment.

• Proficient in relevant software e.g., Power BI, Microsoft Office products (Excel, Word, PowerPoint).

• Demonstrated track record of driving performance through a complex enterprise.

• Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.

• Proven problem solving and root cause analysis skills.

Preferred Qualifications

• Possesses knowledge and understanding of Rhode Island Energy’s electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively

• Experience in Emergency Response Procedures and Business Continuity plans as they relate to the business area.

• Knowledge and understanding of customer systems within a regulated environment

Education/ Experience

• Bachelor’s degree in a business or analytical related discipline preferred or an equivalent combination of experience and education on a year for year basis that demonstrates a work background signifying an ability to absorb information, apply conceptual skills in practical applications, and achieve desired results in a highly technical, fast-paced operating environment.

• Proficient in relevant software e.g., Power BI, Microsoft Office products (Excel, Word, PowerPoint).

• Demonstrated track record of driving performance through a complex enterprise.

• Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.

• Proven problem solving and root cause analysis skills.

Preferred Qualifications

• Possesses knowledge and understanding of Rhode Island Energy’s electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively

• Experience in Emergency Response Procedures and Business Continuity plans as they relate to the business area.

• Knowledge and understanding of customer systems within a regulated environment

• Proactively collect, analyze, compile, prepare and maintain data from a wide range of data sources to identify key themes and determine the impact of different scenarios on the business, by preparing recommendations for process improvements that assist business leadership in meeting or exceeding its targets and objectives.

• Utilize analytical-based problem solving in addressing functional departmental inadequacies by analyzing, compiling data and employing root cause analysis to document and identify areas of improvement that can aid in the resolution of internal and external issues affecting the business’s ability to effectively issue customer bills and address customer concerns.

• Identify, analyze, compile and prepare data from multiple sources to aid in the completion of daily, weekly, monthly operational and statistical reports and provide support to business leadership in reporting of results and metrics related to internal and external requests.

• Build executive dashboards and support the enhancement of existing power BI dashboards as needed to assist leadership in quickly assess productivity and identify concerns.

• Identify, develop, document and implement best practice policies and processes and monitor adherence to such practices. Evaluate current processes and practices to identify opportunities for improvement

• Deliver guidance, assistance and direction related to the analysis of the impact of opportunities that will affect the business, including cost analysis and policy adherence.

• Oversee, monitor, and perform testing of internal controls to ensure adherence to company internal control requirements.

• Develop and maintain analytical systems, models and procedures to support solutions and increase efficiency as well as identify and resolve issues related to data accuracy, reporting process, and data governance.

• Work closely with cross functional teams to identify opportunities to enhance effectiveness, efficient collection, and reporting of data and to challenge existing ways of working to implement improvements that drive greater efficiencies.

• Build upon technical/professional skills and knowledge within own area of specialism or of other processes to continually grow your personal contribution to the business.

• Maintain a process of proactive communication to customers and internal stakeholders on receipt of request, expected response time, and final resolution as required.

• Work independently with minimal supervision; develop and maintain relationships with internal stakeholders and Rhode Island regulatory external stakeholders.

• Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies, including weekends and holidays when the company needs to restore power or respond to other issues affecting customer service.

• The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers

Remote Work

The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Equal Employment Opportunity

Our company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.