Associate Business Analyst - Customer Care Support

FirstEnergy at a Glance

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.

FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

About the Opportunity

The analyst role is integral to the Customer Care Support & Planning Group within Customer Care. As part of a centralized team that provides tools and subject matter expertise, the Analyst monitors day-to-day operations, evaluates trends, and identifies opportunities to strengthen Customer Care processes and the customer experience while aligning to business objectives. The analyst collaborates and executes a range of tasks to meet daily operational needs, including contractor onboarding and readiness, assessing coaching and feedback effectiveness, feedback and analysis, supporting internal communication relevant to processes and procedures within Customer Care, and maintaining knowledge resources to improve consistency and adoption.

This is an open position with FirstEnergy Service Company, a subsidiary of FirstEnergy Corp. at one of the two main reporting locations, the Corporate Office in Akron, OH, Reading, PA., or Fairmont, WV.

Key Responsibilities:

• Develop and implement initiatives tailored to Customer Care, addressing critical tasks and opportunities.

• Issue identification, root cause analysis, and resolution related to customer care operations.

• Identify trends, risks, and opportunities impacting customer experience and operational efficiency

• Document business processes, workflows, procedures.

• Analysis of feedback and metrics to identify experience gaps and opportunities for customer care operations.

• Partner with key stakeholders to ensure consistency and alignment in Customer Care operations, including third-party agency productivity, efficient contractor onboarding, cost-effective training solutions, robust knowledge management, and clear communication strategies.

• Analyze and synthesize frontline feedback to surface root causes, quantify impact, and prioritize Customer Care improvements aligned to business outcomes.

• Promote programs designed to foster a positive and collaborative work atmosphere using participation and outcome metrics.

• Develop and deliver effective strategies for Customer Care, ensuring employees are well-informed and engaged regarding Customer Care process updates, events, project milestones, and staff meetings ensuring that measures are reached and there is comprehension to improve adoption.

• Analyze operations and program data to evaluate the effectiveness of Customer Care initiatives, identify trends and drivers, and deliver actionable recommendations.

• Evaluate new tools by defining requirements for Customer Care use, comparing options, and sizing impact to scale Customer Care capabilities.

• Improve Knowledge Management adoption by analyzing usage, search/deflection, gaps, and accuracy while sustaining a centralized and evolving knowledge repository to support productivity and information accuracy.

• Participate and lead cross-functional projects to assess change impacts and risks, define success metrics, and validate measurable outcomes for system and process changes

Qualifications at the Assistant Business Analyst level include:

• Two or four year degree in a related discipline is preferred, with minimum 2 years relevant work experience preferred. In lieu of a degree, 2-4 years relevant experience required.

• Strong collaboration skills and ability to build relationships with key stakeholders

• Ability to analyze, interpret, and make recommendations based upon analytics

• Excellent communications skills including the ability to implement and articulate guidelines and procedures

• Questioning attitude and willingness to challenge the status quo

• Must be able to maintain confidentiality, work independently and /or in teams, and demonstrate strong decision-making capabilities

• Models FE core values and behaviors

• Ability to deliver quality, accurate work within established guidelines

• Basic analytical, critical thinking, problem-solving and decision-making skills are necessary with proven ability to work effectively in a team environment

• Ability to research and utilize best practices

• Actively seek ways to build challenges and add value within scope of assignments

• Awareness of changes to tasks, processes, and procedures that impact the organization

Qualifications for the Associate Business Analyst level include all of the above plus:

• Two or four year degree in a related discipline is preferred, along with a minimum 2 years relevant work experience required. In lieu of a degree, 4 years relevant experience required.

• Deeper knowledge or requirements listed above.

Qualifications for the Business Analyst/Advanced Business Analyst level include all of the above plus:

• Bachelor’s degree with a minimum of 4 to 7 years relevant work experience or, in lieu of a degree, a minimum of 7 years of relevant work experience.

• Advanced knowledge of analyzing data to deliver recommendations

• Ability to communicate to different levels of upper leadership, representing the Voice of the Employee

Qualifications for the Senior Business Analyst level include all of the above plus:

• Bachelor’s degree with a minimum of 7 years relevant work experience or, in lieu of a degree, a minimum of 10 years of relevant work experience.

• Independent thought driver that leads collaborative efforts

Benefits, Compensation & Workforce Diversity

At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.

Safety

Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.

FirstEnergy Human Resources Team