FirstEnergy at a Glance
We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers' lives brighter, the environment better and our communities stronger.
FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.
About the Opportunity
This is an open position with FirstEnergy Service Co., a subsidiary of FirstEnergy Corp. [FEU]
The selected candidate may be offered a position within the same job family, at a level that is lower than what was posted. This will be determined based upon the results of the interview process which considers the candidate's skills, work history, experience level and other relevant qualifications.
The position reports to the Manager, Customer Insights in Customer Service Analytics.
This position will be classified as Mobile with primary work location as home, but may work at or visit a facility, based on business need.
This position will be responsible for the analysis and recommendations used to inform and propose actions to improve Customer Experience and customer perception survey results. This position will oversee the Voice of Customer (VOC) tools/processes and work closely with respective vendors to meet the current and future customer experience needs.
This position will be a liaison between FE Customer Experience and other FE departments providing insights on data analysis from the tools, supporting the Customer Experience and Compliance Manager. This role is pivotal in developing and maintaining these customer engagement tools and assisting with creating customer centric processes throughout FirstEnergy. The candidate should bring a depth of knowledge and experience associated with our customers and exhibit the ability to understand the customer and employee journey through the end-to-end processes across all of FE Customer Experience
Responsibilities Include:
Qualifications for the Business Analyst include:
Benefits, Compensation & Workforce Diversity
At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at www.firstenergycorp.com to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.
Safety
Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.
Position Classification
Exempt
FirstEnergy Human Resources Team