Senior Analyst, Customer Experience & Insights

NRG Energy; Houston (TX); Hybrid; USD 80,000 - 110,000; Full time

Job summary

NRG Energy is seeking a Senior Analyst to develop action-oriented insights that boost market share and improve customer experiences across our brands. You will draft insights from diverse data sources to support the CX & Insights function for NRG Consumer Energy and related brands, collaborating with CX and market insights leads to surface actionable information.

The role focuses on data-centered storytelling, dashboards and presentations, translating findings into clear business implications

Qualifications

• 3-5 years in customer experience insights or research role.
• Experience integrating multiple data sources (customer feedback, market research, behavioral data).
• Experience conducting quantitative and qualitative research (surveys, interviews, analytics).
• Hands-on experience with BI tools like Power BI or Tableau/Looker and with AI tools to streamline tasks.
• Excellent written and verbal communication; ability to present insights clearly to diverse audiences.
• Strong project management and ability to manage multiple complex projects in a fast-paced environment.
• Strong collaboration skills and ability to work both in a team and independently.

Responsibilities

• Access and integrate data from various customer and marketplace sources.
• Synthesize insights into data-centered stories grounded in business needs.
• Create dashboards, reports, scorecards, and presentations; communicate business implications clearly.
• Collaborate with CX & Insights team and cross-functional partners to weave data into outputs.
• Apply solid research methods and quality standards to ensure trustworthy insights.
• Work cross-functionally to understand business and research needs.

Skills

Data storytelling

Dashboarding

BI tools

Stakeholder management

Project management

Collaboration

Education

Bachelor's degree in Business analytics/marketing research/statistics

Tools

Power BI

Tableau/Looker

Qualtrics/Medallia/Forsta

Job description

As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You'll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing success-take the lead in shaping your career development, goals and future!

ROLE SUMMARY

Develops action-oriented insights which increase our market share and optimize the experiences that customers have across their journey with our brands. The senior analyst will be responsible for drafting meaningful insights from a variety of data and sources to support the larger CX & Insights function for NRG Consumer Energy and Vivint Smart Home. The senior analyst will work closely with both CX and market insights leads within our team to surface actionable information and share implications within the larger CX organization to ensure we understand consumer perception and deliver a customer-centric experience in alignment with business strategy.

KEY RESPONSIBILITIES

• Understand and access the various sources of customer and marketplace data available across the business
• Synthesize market research, competitive intelligence and customer intelligence into data-centered stories of customer and consumer experience, grounded in real business needs
• Build clear, persuasive deliverables (dashboards, reports, scorecards, and presentations) and communicate key findings that clearly outline business implications to different audiences across the business
• Collaborate across the CX & Insights team with CX Managers, research leads, and analysts to weave data, findings, and narrative insights into dashboards, reports, written and oral presentations, scorecards, and any other decision-making outputs.
• Apply sound reseach methods and quality standards (appropriate sampling, significance, and clear caveats) so insights are trustworthy and decision-ready.
• Collaborate cross-functionally with multiple departments and teams to understand business and research needs

Requirements

• 3-5 years in customer experience insights or research role
• Comfort navigating cross-functional environments with stakeholders across the organization.
• Experience working with a range of data sources (e.g., customer feedback, market research, behavioral data, competitive products and pricing).Experience conducting quantitative and qualitative research (surveys, in-depth interviews, analytics, etc.) and translating customer needs into clear, data-backed requirements.
• Hands-on experience with BI tools like Power BI or equivalent (e.g., Tableau, Looker).
• Hands-on experience using AI tools to meet and streamline job functions.
• Excellent written and verbal communication; presents information clearly and concisely; and resolves issues across internal groups
• Strong project management; independently manages and prioritizes multiple complex projects in a fast-paced, changing environment.
• Strong collaboration skills and the ability to work in a team environment or independently.
• Ability to take initiative and be proactive.
• Advanced Microsoft Excel and PowerPoint; proficient with Microsoft Copilot.

Preferred Experience

• Bachelor's degree or higher in a related field (Business analytics, marketing research, psychology, statistics, economics, or related discipline.
• Familiarity with enterprise survey/VOC platforms (Qualtrics/Medallia/Forsta/InMoment, or similar)
• Exposure to large-scale enterprise systems (Oracle, SAP, Salesforce, Snowflake, etc.).
• Background in retail energy, utilities, smart home, or another consumer-services industry.

Working Conditions:

• Hybrid position - 4 days per week in office Monday through Thursday, 1 day per week remote on Friday.
• Ability to work in an open office environment (sitting, walking, standing, meetings, general computer use).
• Minimal travel as required by business or project needs.
• Ability to adapt work schedule to business and department demands.

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.

We support the use of AI tools to help you prepare for your interview (e.g., practicing responses, researching the role, or refining your resume). However, during interviews and assessments, we expect responses to reflect your own thinking, experience, and communication. Use of AI to generate or read answers in real time, complete assessments, or misrepresent your qualifications is not permitted and may impact your candidacy.