What are the responsibilities and job description for the Customer Experience Operations Analyst position at NOVEC?
Energize your future by joining our team at Northern Virginia Electric Cooperative!
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.
Essential Duties and Responsibilities:
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 experience in a customer experience, business analysis, or customer operations analysis 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 and 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 relocation or sponsorship for this position.
