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Summary
The Customer Insights Analyst plays a crucial role in leveraging customer insights to enhance the customer experience and promote loyalty and retention. This candidate will support the voice of the customer program and help drive data-driven decision-making by analyzing customer behavior, preferences, and feedback. As a Customer Insights Analyst, you will be responsible for gathering and analyzing customer data to provide actionable insights that enhance customer experiences, guide business strategy, and improve overall customer satisfaction.

The ideal candidate will be a detail-oriented and analytical thinker with a passion for understanding customer behavior and translating data into strategic recommendations.

Duties/Responsibilities

Support the voice of the customer program from end to end, including questionnaire development, survey programming, distribution, analysis and reporting.
Measure, track and drive customer satisfaction and advocacy throughout the lifecycle, as measured through net promoter score.
Identify trends, pain points, and opportunities across customer journeys and translate complex data into clear actionable insights.
Socialize and present VOC findings, opportunities for improvement and strategic recommendations that inform business decisions, enhance experience, and support customer retention.
Support continuous improvement by advocating for the customer and ensuring a closed loop feedback process. Triage customer issues as necessary.
Identify and share positive customer feedback to ensure employees efforts are recognized across the organization.
Develop KPIs, Client Service Level agreements and provide Quarterly Business Reviews.
Works directly with the cross-functional team to baseline/measure our current experience, from lead conversion to post-product/service installation/flow.
Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service.
Works closely with Strategic Marketing Managers, Sales and Client Services teams to ensure customers are satisfied with our products and services.
Monitor customer experience trends, industry benchmarks, and market shifts to provide context for internal metrics and help business stay aligned with evolving customer expectations.

Education, Experience, Skills:

Bachelor's degree in marketing, business, or related field
Strong written and verbal communication skills.
A strong passion for understanding customer needs, behaviors, and motivations.
Proficiency in Excel for data manipulation, analysis, and visualization.
Ability to think analytically and approach problems creatively to uncover key insights.
Exposure to customer research, survey creation, data analysis, or marketing analytics.
Ability to synthesize research findings into clear reports or presentations.
Willingness to work cross-functionally with colleagues across marketing, sales, operations, and customer care.
Adaptability and eagerness to learn new tools and methodologies.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.