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Job Family and Group: Customer Service

Reports to: Customer Analytics Team Leader

Location: Indianapolis, IN OR Dayton, OH

The Customer Analytics Advisor is a new position within Customer Care to enhance our ability to deliver customer centered decision making. This position will deliver advanced data analytics to inform decision making and create visibility to customer needs. This position will support both current efforts and future efforts in the evaluation of programs, customer support, opportunities and advancements in our customer experience. Customers are the future of energy, this position is pivotal in advancing our ability to ensure forward making progress in becoming an exceptional utility.

Main Responsibilities:

• Provides deep analysis on customer patterns identifying trends and opportunities to improve service delivery.

• Evaluates customer needs for the advancement of new and existing support channels and programs increasing customer value.

• Aides in the development of customer research methodologies and trends.

• Identifies root cause of concerns impacting service delivery and support.

• Maintains and advances scorecards to ensure the most comprehensive view of customer performance and effort.

• Supports modernization efforts as we transform internal operations to meet customer needs and advance our ability to support a digital landscape.

• Leads improvement efforts within Customer Care based on findings in partnership Customer Care leaders.

Qualifications:

• Must have a minimum of five (5) years of recent verifiable experience in one or more of the following areas: Business Analytics, Data Science, Finance, Data Engineering

• Strong computer proficiency, MS Office applications, and comfort managing multiple systems simultaneously.

• Experience in Python, SQL, Advanced Excel and related applications.

• Experience in Power BI and visual analytics highly desirable.

• Excellent verbal and written communication skills, proficient in the English language.

• Able to provide critical feedback in a constructive manner.

• Must be able to quickly adapt to changing business needs.

• Must be results oriented, self-motivated, and able to make decision with a minimum of direct supervision.

Education Requirements:

• Bachelor Degree or equivalent experience, Advanced Degree is a plus in any of the following disciplines: Data Science, Data Engineering, Finance, Accounting

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

Safety comes first at AES. To protect the health and safety of our people, customers, communities and partners, and to provide and maintain a workplace that is free of known hazards, AES requires all newly-hired people or current AES people applying for U.S.-based role(s), to be fully vaccinated against COVID-19 or be willing to be fully vaccinated against COVID-19 by their date of hire. Except where prohibited by law or not specifically covered in a collective bargaining agreement, new hires and transfers will be required to provide proof of vaccination during onboarding and periodically thereafter. This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities, as applicable.

Accelerating the future of energy, together

Our people are our energy and have transformed AES into the type of energy company that the world needs today and in the future. Coming from all walks of life, our people share a passion for improving lives by advancing the energy sector through innovation, collaboration and action.

We are working in an industry that requires new thinking and ways of working together to create solutions that are both economically and environmentally viable, not just one or the other.

We are looking for passionate people to join us in our mission to accelerate the future of energy.

Are you ready to join us? www.aes.com/careers