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**Job Title:** Customer Experience Strategy Analyst

**Work Place Flexibility:** Hybrid

**Legal Entity:** Entergy Arkansas, LLC

**Please note:** Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.

Note: This is a hybrid position based out of our offices in Little Rock, AR, and will require in-office work at least 3 days a week. The role will be filled at the Analyst II, III, or Senior level, based on the candidate's experience and qualifications. If selected, a candidate outside the area will need to relocate for this role. Relocation assistance is not available for this posting. The selected candidate will be placed at the Analyst II, III, or Senior level based on education, experience, and demonstrated success at the Analyst level.

JOB SUMMARY/PURPOSE

The Customer Experience Strategy Analyst role is responsible for performing comprehensive data analysis and reporting to support the delivery of exceptional customer service. This position prepares detailed reporting and presentation materials to facilitate external customer meetings with commercial, industrial, and governmental stakeholders. The Customer Experience Strategy Analyst manages and maintains customer service data, products, and services within the CRM system, while also identifying opportunities to improve overall customer service reporting and analytics. This role supports the development of departmental business plans, growth measurements, and strategic intelligence.

JOB DUTIES/RESPONSIBILITIES

+ Responsible for trending net promoter score (NPS) survey data and making recommendations on improving scores for the state.

+ Responsible for trending complaint data and performing root cause analysis as it relates to current processes to develop and implement continuous improvement initiatives.

+ Responsible for performing data analytics, handling, and resolving complex customer complaints including complaints sent to The Arkansas Public Service Commission (APSC), Entergy Executives, etc.

+ Utilize Power BI reporting tool to prepare reports for state management decision making.

+ Develops and conducts presentations regarding NPS strategy and process improvements.

+ Supports the calculating and implementing franchise fee payments to cities and municipalities and providing variance explanations for state management. Understand customer usage patterns and rate structures to assist customers with appropriate rate analysis.

+ Conducts complex business and financial analysis based on project scope and objectives.

+ Defines protocols and requirements for data quality control and ensures that all analysis and project work adhere to requirements.

+ Interacts with department management and leadership throughout the organization to identify issues that warrant future projects.

+ Stays abreast of regulatory or political changes that may impact Entergy policy decision making.

+ Supports Sarbanes Oxley, Franchise Payments, Annexations, CSS and CSM support, CS organization lead team participation, CS presentations and projects.

+ Supports Complaint and Work Order Reports, Rate Letter Program, ADHOC report requests, Customer Correspondence, Rate Analysis, CSS and CSM productivity reporting, Customer Experience reporting (Qualtrics), and customer welcome packets (brochures).

+ Serves as the state’s customer service records, compliance, and ethics coordinator.

+ Serves as the Arkansas Restoration Event Leader during active storms.

+ Responsible for supporting storm response during active storms.

MINIMUM REQUIREMENTS

Minimum education required of the position

+ Bachelor's Degree in a technical or business-related field required or equivalent work experience.

+ Desired: Master's Degree.

Minimum experience required of the position

+ Analyst II: 2-4 years of professional experience.

+ Analyst III: 4 - 6 years of professional experience.

+ Analyst Sr: 6+ years of professional experience.

Desired Qualifications:

+ Familiarity with electric utilities.

+ Self-motivated; ability to be a team leader on projects.

+ Strong team player/team oriented.

+ Positive, proactive mindset with a strong results orientation.

+ Ability to handle heavy workload, multiple tasks and prioritize; flexibility needed.

+ Passionate in achieving success, driven.

+ Effective public speaking and presentation skills.

+ Ability to identify roadblocks and obstacles and efficiently remove them to provide ideal support for the team.

Minimum knowledge, skills, and abilities required of the position

+ Demonstrate a strong level of quantitative skills and comprehensive knowledge of working with Word, Excel, PowerPoint, analysis and data management, CCS, and CRM software (Salesforce) and other business intelligence and analytical tools is highly desirable.

+ Excellent reporting, analytical and research skills (i.e. customer data, industry and analysis etc.).

+ Technical knowledge, i.e., computer hardware/software, database, internal web-based systems.

+ Excellent writing skills (plans, reports, presentations, proposals).

+ Ability to interface with all levels of management and various external customers, state/regional/local organizations.

+ Strong ability to communicate and interact with a wide range of people, orally and in writing.

+ Excellent leadership skills.

Any certificates, licenses, etc., required for the position

None

**Primary Location:** Arkansas-Little Rock Arkansas : Little Rock

**Job Function** : Professional

**FLSA Status** : Professional

**Relocation Option:** No Relocation Offered

**Union description/code** : NBU NON BARGAINING UNIT

**Number of Openings** : 1

**Req ID:** 119651

**Travel Percentage** :Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please clickhere (https://jobs.entergy.com/content/EEO/?locale=en\_US) to view the EEI page, or see statements below.

**EEO Statement:** The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

**Accessibility:** Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click **here ([email protected]?subject=Accessibility)** and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

**Additional Responsibilities:** As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Know Your Rights: Workplace Discrimination is Illegal (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf)

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact [email protected] to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:

As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

**Please note:** Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.

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