Customer Experience Analyst

Energize your future by joining our team at Northern Virginia Electric Cooperative (NOVEC)! NOVEC's mission is to create value for its members, employees and communities by providing safe, reliable electricity and quality products at competitive prices.

NOVEC is a locally owned electric distribution system headquartered in Manassas, VA. NOVEC provides reliable electric service to more than 180,000 homes and businesses in Clarke, Fairfax, Fauquier, Loudoun, Prince William and Stafford counties, the City of Manassas Park, and the Town of Clifton. NOVEC's service reliability is the best in the region with a 99.99% average system reliability.

As a leader on the high-tech frontier, NOVEC is using proven, cost-effective technology to improve productivity and reliability, reduce expenses, and increase cybersecurity – a national priority. Today’s technology includes what the industry calls "smart grid", as well as fiber optics, and mobile workforce.

The selected candidate will be eligible to work a hybrid work schedule after successfully completing an on-site introductory period (typically 6 months).

NOVEC is unable to provide work authorization or sponsorship for this position.

OVERVIEW:

We are seeking a data-driven and customer-focused Customer Experience (CX) Operations Analyst to join our team. In this role, you will analyze customer feedback, operational performance data, and customer touchpoints to identify trends, uncover pain points, and recommend actionable insights to enhance the end-to-end customer experience. Your work will directly contribute to building stronger partnerships, improving satisfaction, and driving continuous improvement across the organization. This position collaborates closely with customer care, billing, metering, field services, operations, and IT teams to enhance customer satisfaction and operational efficiency.

The position location will be at our Manassas or Loudoun office location – this will be determined at a later date.

DUTIES AND RESPONSIBILITIES:

Other related duties may be assigned. An individual must be able to perform each essential duty satisfactorily and effectively. Reasonable accommodation may be available to enable individuals with disabilities to perform essential functions.

- Analyze customer service metrics (e.g., response time, satisfaction scores, surveys, complaints, ticket volume) to identify performance trends and improvement opportunities.

- Develop and maintain dashboards and reports that provide clear and actionable insights to stakeholders.

- Collaborate with customer operations teams and other stakeholders to provide analytical support for projects and initiatives.

- Support the VoC program by systematically collecting, analyzing, and acting on customer feedback. Develop processes for tracking and responding to customer complaints and inquiries.

- Translate customer insights into actionable recommendations for product, marketing, and service improvements.

- Provide impact analysis and user feedback to support the rollout of new tools, platforms, or process changes.

- Assist in documenting and updating standard operating procedures (SOPs) and customer workflows.

- Participate in cross-functional projects to improve end-to-end service delivery.

EDUCATION AND EXPERIENCE:

Required Qualifications

- Bachelor’s degree in Business, Marketing, Data Analytics, or a related field.

- 2+ years of related experience, including experience in a Customer Experience Analyst role.

- Strong analytical skills and experience with Microsoft Office and data and visualization tools such as Excel, Power BI, or Tableau.

- Experience managing small projects.

Preferred Qualifications

- CCXP certification.

- Experience with customer relationship mgmt. systems (CRM).

- Familiarity with customer journey mapping or process improvement methodologies.

- Understanding of customer experience metrics (ex. CSAT, NPS, or CES).

- Experience using and implementing AI for data analytics.

KNOWLEDGE, SKILLS & ABILITIES:

- Excellent communication and interpersonal skills.

- Excellent presentation development and delivery skills

- Detail-oriented with strong problem-solving abilities.

- Comfortable working cross-functionally and managing multiple priorities.

WHAT WE OFFER:

Competitive salary and Incentive plan

Premier health benefits, including an onsite wellness center.

Survivor and Disability benefits

401(k) retirement plan with a 4% base salary match and an additional match of your contribution at a rate of 50% up to the first 12%

Life insurance

Vacation, Sick and Holiday Leave

Educational Assistance

Annual Company Events

If you're ready to take the next step towards advancing your career, apply today! NOVEC is an equal opportunity employer and participates in E-Verify. We do not provide sponsorship for this position.