Continuous Improvement Analyst

Welcome to the intersection of energy and home services. At Direct Energy, an NRG company, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.
We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.
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The Continuous Improvement Analyst is responsible for the analysis and resolution of issues and/or improvement opportunities affecting the Retention & Care, and Inbound Sales organization.  In addition, the analyst must monitor the effectiveness of business processes, conduct analysis, make recommendations, document processes, communicate those processes to the organization, and coordinate implementation for system and process improvements.  The analyst must develop skills and knowledge to effectively address and resolve issues across multiple functional groups including, but not limited to, Information Technology, Back Office Operations (including invoicing, credit, collections, remittance processing, and service initiation), Consumer Operations, Marketing, Legal and Regulatory.
Essential Duties/Responsibilities:
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-Perform and document Customer Care impact assessments for business rule and process improvement changes driven by a variety of business units and departments.
-Identify and document process improvement opportunities that result in operational efficiencies and/or increased customer service.
-Prepare and deliver business cases based on solid analysis and business intuition.
-Gain cross-functional support and approval for system and process changes from key stakeholders.
-Work within the IT Agile Development Team and Change Management process to ensure timely and complete implementation of system and process changes.
-Manage small to mid-size changes in the Customer Care organization through coordination with key business and information technology teams.
-Prepare quality business requirements or user stories, and functional design documentation for requested changes.
-Perform and document testing for system and process changes.
-Document end-user processes, step actions, and scripting in support of all implemented changes.
-Prepare and deliver accurate communications to the Customer Care organization in support of implemented changes.
-Coordinate with the Training group to deliver training to all Customer Care Representatives (CCRs), Supervisors, and Management, as applicable.
-Act as a liaison between the Customer Care organization and other business units and departments.
-Perform other duties as assigned.
Working Conditions:
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-This position is operating in a hybrid environment requiring 1 to 2 days per week in the office and 3 to 4 days working remotely. 
-Occasional travel to the NRG corporate office may be required, especially as special projects arise.
-The candidate may be required to occasionally work more than 40 hours a week and outside of traditional business hours to complete project testing, data validation, and implementation.
-Most of the work is performed on a personal computer in a seated position.
-Reliable internet service is required.
Minimum Requirements:
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-Education: An undergraduate degree from an accredited four-year college or university is preferred, however, a two-year diploma program plus relevant work experience may be commensurate.
-Experience: 5 years of experience in business analysis, business process modeling and project delivery with a focus on call center, customer services and/or back-office business systems.  The ideal candidate will have a broad range of experience within several functions including technology design and implementation, business process development, training and performance management, and workforce management analysis. 
Preferred Qualifications:
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-Excellent communication skills, both written and verbal.
-Excellent grasp of project management lifecycle – waterfall and agile.
-Excellent skills with business analysis – process analysis & optimization, requirements gathering & documentation, test cast development & management.
-Strong MS Office (Word, Excel, PowerPoint, Teams) skills.
-Experience with SAP.
-Strong leadership skills.
Additional Knowledge, Skills, and Abilities:
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-Ability to thrive in an environment that is developing and growing quickly.
-Excellent problem-solving, organizational, and time management skills.
-Able to handle multiple tasks simultaneously; ability to deal with conflicting demands and prioritize tasks as needed.
-Ability to overcome major obstacles and recognize early when issues should be escalated.
-Strong work ethic.
-Must be an effective and collaborative team player.
-High level of honesty and integrity.
-Results-oriented.
NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers and ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.  
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