Vivint Smart Home, an NRG owned company, is seeking a Sr. Business Analyst to provide analytics support for the Customer Care department and lead strategic initiatives aimed at improving customer experience, reducing attrition, and increasing service revenue.
Requirements
- 3-5 years minimum of full-time experience with SQL
- Experience with SQL (Snowflake) and Tableau or other dashboarding tools are strongly preferred
- Experience with presentation and graphic storytelling (Powerpoint) to executive audiences
- Proven track record of driving meaningful financial or customer experience improvement
- Mindset to challenge ideas, make data-driven decisions, and think like a consultant
- Critical thinking skills. Identify trends in Vivint customer purchasing and payments and develop creative solutions to specific problems
- Communicate clearly and concisely. Turn complex data into simple stories that drive action
Responsibilities
- Own a suite of reports and Tableau dashboards
- Optimize the Care department's strategies to create $1M+ in cost savings or revenue generation
- Lead strategic data projects to reduce customer attrition, increase service revenue, and reduce service spend, while also improving overall customer experience
- Partner with Director and VP level leaders of our 3,000+ person contact center team that handles over 10M calls annually. Apply a data-driven, consulting approach to drive real change
- Partner with Technology teams in identifying and managing new and existing sources of enterprise data
Other
- We also value other applicable experience in consulting, analytics, statistics, project management or operations
- Diverse thinking. Our team foundation is safety and trust. We want you to bring your whole, unique self to the team and we will win together
- Vivint Care is a fast-paced technology environment with frequent change. We especially value candidates with
- NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing
- EEO AA M/F/Protected Veteran Status/Disability
