Customer Product Analyst IV

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!

Overall Purpose: The Customer Product Analyst is responsible for future state process analysis, documentation, requirement gathering and communication for enhancements to Customer Service processes and systems. The Analyst will work with the Customer team to streamline, simplify, and drive efficiency by creating enhancements to systems and/or creating new processes. This individual will have responsibility for developing relationships and effective partnerships with all parts of the organization. This role is also a key, knowledgeable resource to help optimize success for the team.

General Job Duties:

- Investigates existing processes and systems to identify areas for improvement

- Gathers data and performs root cause analysis related to enhancements in order to assist in informed decision making and to show effectiveness of solutions

- Coordinates with Subject Matter Experts to develop process improvement reports for setting forth progress, adverse trends and appropriate recommendations and conclusions

- Prioritizes and implements enhancements based on the Customer Team needs

- Acts as a liaison between the Customer business team and the IT development team to translate business requirements into user stories

- Works closely with IT team to develop a plan for improvement with specific goals, time frames and resources needed

- Provides timely and regular communications and status updates to functional team and leadership

- Partners with Customer Training team to create training materials for employees

- Leads special assignments and other ad hoc efforts as designated

- Aligns process improvement efforts with business KPIs, strategic imperatives, and priority customer initiatives to ensure measurable impact and organizational value

Qualifications:

Required:

- Roles at this level typically require a university / college degree. With < 7+ years of relevant experience. Certifications are often required.

- Highly driven, self-motivated, and enthusiastic individual, capable of motivating others toward change and positive improvement

- Proven ability to make accurate decisions and use sound judgment

- Excellent verbal and written communication skills; able to communicate complex information in simple, concise terms that others will understand

- Strong computer skills and information system knowledge

Preferred:

- Education – Graduate degree in technical/related field

- Industry-specific, electric utility work experience

Physical Requirements:

- Normal office environment, position that may require long hours

- Travel within the Duquesne Light footprint is required, minimal travel may be required outside the footprint for industry-related activities

Scope:

Primary Focus is on daily deliverables, outputs, and reporting. Typically accountable for managing one’s own time and workflow. Responsibilities are generally tactical in nature and work is typically complex in nature requiring the incumbent to draw on previous knowledge to perform role. Has well-established capabilities, acts as a resource to less experienced staff on routine issues.

EQUAL OPPORTUNITY EMPLOYER

Duquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at HR@duqlight.com and describe the specific accommodation requested for a disability-related limitation.