Welcome to the intersection of energy and home services. At NRG, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

More information is available at www.nrg.com. Connect with NRG on Facebook, Instagram, LinkedIn and X.

Purpose: The Client Services (CS) Analyst will partner with NRG Business Customer Care to identify opportunities for value creation, solve customer issues, and drive efficiencies throughout the organization. As a change agent, the CS Analyst will be asked to define standards, challenge the status quo to implement innovative solutions and educate the organization on process reengineering and design thinking.

Responsibilities:

• Work within Customer Care and Sales to review existing business processes, and apply Lean/Six Sigma methodologies to identify waste, gaps, and process improvement opportunities to create an improved future state process.

• Assist Sales Account Executives by preparing and delivering presentations to provide customers with in-depth analysis of account history and/or financial data or provide other support needed.

• Promote customer use of the self-serve customer portal as it relates to activities supporting the Key Client Services (KCS) customers, Mid-Market Client Services (MCS) customers, and broker portfolio. Become an expert in the functionality available and train customers in the use of the system and benefits as needed.

• Focus on delivering an outstanding customer experience as measured by Net Promoter Score or other surveys and proactively take action to address gaps in service delivery.

• Leverage data to provide recommendations to leadership that drive Customer Care and Sales efficiencies

• Identify the root cause of issues, and areas of opportunities and develop creative solutions

• Support the creation of a test and learn culture using Plan, Do, Check, Act (PDCA)

• Ability to understand and document workflows

• Create/maintain standard operating procedures on NRG’s documentation standards

• Facilitate Kaizen or process design solutions sessions to determine improved future state processes or automation/AI opportunities.

• Communicate project progress to stakeholders

• Develop and facilitate training sessions as required

• Gather feedback from sales and care teams and other functional leads to identify enhancements

• Support all care teams, KCS, MCS, and Customer Operations

Work Experience, Qualifications, & Requirements

• Bachelor’s or Master’s degree

• Strong conceptual and analytical skills with demonstrated out of the box problem-solving skills

• Minimum 2 years of experience in a business analyst or continuous improvement role

• Must have strong computer skills including MS Office suite

• Ability to recognize critical business needs and determine appropriate course of action while aligning to organization goals and priorities

• Ability to work effectively with cross-functional teams

• Green Belt Preferred

• Excellent written and verbal communication skills are required, including excellent listening skills

• Ability to work, plan, and prioritize efforts independently to meet deadlines; can organize a heavy individual workload

• Strong initiative and the ability to work independently and in a team atmosphere; self-directed and independent work style while working effectively with a team is also required.

Preferred

• Thorough knowledge of North American gas and power Market rules as applicable to the region served

• Ability to quickly understand business process

• Strong Microsoft Visio skill

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/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.