Senior Business Performance Analyst-Digital Care & Customer ExperienceDate: Mar 3, 2025Location: RICHMOND, VA, US, 23231Company: Dominion EnergyDominion Energy is committed to providing reliable, affordable, and increasingly clean energy that powers our customers every day. If you want to work for a purpose-driven company that values safety and collaboration, we’re looking for you. You won’t just find a job here; you’ll find your career. Review the position below and apply today.We offer a hybrid 3-2 work schedule (three days in the office, two days of teleworking) to accommodate the need for flexibility.Military service members and veterans with ranks from E5-E9, W1-CW5, or O3-O6, plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity.At this time, Dominion Energy cannot transfer or sponsor a work visa or employment authorization for this position.This position does not offer relocation assistance.Job SummaryThis role will lead the analysis and interpretation of CX data (e.g., call center analytics, JD Power, NPS Prism), generate actionable insights that improve customer satisfaction and operational efficiency. Monitor CX dashboards, synthesizing quantitative metrics with qualitative feedback, and collaborating with cross-functional teams to prioritize and drive actions that enhance the customer experience.Key Responsibilities:
Interpret and synthesize quantitative data from dashboards with qualitative feedback from customer surveys and third-party sources (e.g., call center / complaint analytics, JD Power, NPS Prism) to develop holistic insights that reflect customer needs and pain points.
Collaborate with teams across the organization, to identify improvement opportunities based on insights.
Recommend additional customer insights sources – e.g. customer research studies to gather insights into customer preferences, pain points, and behaviors.
Communicate insights and progress effectively to stakeholders, including senior leadership, through clear, data-driven reports and presentations.
Prepare materials and updates for executive meetings, ensuring CX initiatives and their outcomes align with organizational goals.
Stay current with Customer Experience analytics best practices and emerging tools, contributing to the continuous improvement of data platforms.
Work closely with contact intelligence (CCO) providing input on the call center dashboard taxonomy based on customer feedback.
Required Knowledge, Skills, Abilities & ExperienceMinimum Requirements ((Note: A partial year of related work experience of 6 months or greater will be considered one year towards the qualifications):
5+ years of experience in customer experience, executive level reporting, dashboarding, data analysis, or related roles, ideally within the utility or a regulated industry.
Additional Knowledge, Skills, and Abilities:
Proven ability to interpret complex data sets and develop strategic, actionable insights that align with customer experience goals.
Experience in customer data analysis, insight generation, and interpretation, with a strong background in CX dashboards and customer feedback tools (e.g., JD Power).
Experience and expertise with data analytics tools such as SQL, PowerBI, Alteryx, MS Excel etc.
Excellent verbal and written communication skills, including experience in preparing and delivering presentations to senior leadership.
Strong customer-first mindset, with a demonstrated passion for enhancing the customer experience by addressing key pain points and prioritizing customer needs.
Ability to manage multiple priorities in a fast-paced environment and stay updated on industry trends and best practices in customer experience.
Skilled in communication, able to engage stakeholders at all levels, and can navigate the complexities of organizational dynamics.
Ability to work and develop rapport with all levels of management and staff.
Education RequirementsDegree or an equivalent combination of education and demonstrated related experience may be accepted in lieu of preferred level of education: BachelorPreferred Discipline(s): Accounting, Business, Economics, FinanceOther disciplines may be substituted for the preferred discipline(s) listed above.Licenses, Certifications, or Quals DescriptionWorking ConditionsOffice Work Environment 76 -100%Travel Up to 25%Other Working ConditionsTest DescriptionNo Testing RequiredExport ControlCertain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.Other InformationWe offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which may include: health benefits with coverage for families and domestic partners, vacation, retirement plans, paid holidays, tuition reimbursement, and much more. To learn more about our benefits, click hereDominion Energy is an equal opportunity employer and is committed to a diverse workforce. Qualified applicants will receive consideration for employment without regard to their protected veteran or disabled status.You can experience the excitement of our company – it's the difference between taking a job and starting a career.Nearest Major Market: RichmondJob Segment: Military Intelligence, Call Center, Environmental Engineering, SQL, Database, Government, Customer Service, Engineering, Technology