Principal Analyst, Priority Customer Care (IM)

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Job Summary

The Incident Management Analyst (non-IT) is responsible for minimizing customer and financial impacts resulting from isolated system or process issues by identifying root causes, coordinating resolutions, and implementing solutions to prevent recurrence. The Principal Analyst takes ownership of assigned incidents and collaborates with stakeholders to define and facilitate events leading to effective resolution paths for incidents. Responsibilities include analyzing and enhancing business processes, communicating with stakeholders, analyzing large data sets to identify issues, developing and implementing appropriate reporting, managing and integrating processes related to issue resolution, and consistently delivering superior customer service.

Job Description Key Accountabilities

- Take ownership of assigned incidents by independently leading and collaborating with stakeholders, driving incident resolution and communicating assigned incident statuses during weekly meetings.

- Analyze large volumes of customer data, provide actionable insights, utilize findings to close gaps and conduct customer remediation actions.

- Lead cross-functional work teams within Vistra Retail (All Brands) as well as external business partners and regulatory work groups, with a focus on significantly improving work processes.

- Investigate incidents using Root Cause Analysis; plan, execute, monitor, control, and close all incidents in a timely manner, engaging key stakeholders throughout the process. Identify and implement preventative measures to prevent recurrence of similar incident activity.

- Utilize strong negotiation, collaboration, and conflict resolution skills; resolve complex problems aligned with organizational objectives, policies, and goals.

- Collaborate with internal and external teams to provide data expertise, offer original perspectives, and challenge conventional thinking to ensure business decisions and perceptions remain aligned with evolving organizational needs.

Education, Experience, & Skill Requirements

- 5+ years experience in an exempt role in project management, customer service, and/or customer operations - 3+ years experience facilitating/leading complex projects with short deadlines, utilization of project management skills - 5+ years experience analyzing large-scale customer information systems, data and/or processes

- Advanced skill in using computer software applications such as MS Office; SQL and Tableau skills are a plus

- Strong verbal and written communication skills

- Advanced analytical skills, including root cause analysis

- Ability to work independently with limited supervision

- Excellent Project Management skills, Project Management Certification is a plus

- High School Diploma or equivalent

- Bilingual (Spanish) skills is a plus

Key Metrics

- Customer Experience

- Achievement of customers impacted by Incident target

- Achievement of Incident Management service level goal

- Timely completion of Incident Preventative Measures

- EBITDA

- Contributory responsibility for achievement of EBITDA goal

through reduced Incident financial impact

- Customer Complaint Goals

- Contributory responsibility for achievement of customer

complaint goals

Job Family

Customer Service

Company

Vistra Retail Operations Company

Locations

Irving, Texas

Texas

We are a company of people committed to: Exceeding Customer Expectations, Great People, Teamwork, Competitive Spirit and Effective Communication. If this describes you, then apply today! If you currently work for Vistra or its subsidiaries, please apply via the internal career site. It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, genetic information, military service, protected veteran status, or any other consideration protected by federal, state or local laws. If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation, please email us at assistance@vistraenergy.com to make a request.