Description
- Create strategies to meet key performance metrics of customer attrition, customer experience and unit margins.
- Review daily, monthly and quarterly performance trends and implement improvement plans with contact center partners.
- Create and maintain performance management reports. Partner with cross functional teams to identify performance gaps affecting key performance metrics.
- Work cross functionally to optimize the customer experience at key lifecycle touch points.
- Build algorithms and data models that forecast customer churn and customer experience metrics.
- Identify and respond to macro economic events that affect our customers.
- Improve contact center team member path to proficiency by partnering with the Learning & Development team. Identify training and performance gaps among new team members.
- Work closely with internal marketing department to create a culture of constant improvement to the customer buying experience.
Education, Skills and Experience
- 5+ years experience performing data analytics / data modeling
- Experience with data software reporting tools such as SQL, Snowflake, Hana, Python, Salesforce, SAS, Excel
- Experience with data visualization tools like Tableau
- Ability to synthesize statistical results into persuasive, easily understood insights that drive business opportunities
- Proven ability to build consensus and work effectively within a cross-departmental team
- Experience gained through college degree programs is applicable to the above referenced skills and experience
Job Family
Marketing
Company
TXU Retail Services Company
Locations
Irving, TexasTexas
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.
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