Senior Analyst, Customer Experience & Outcomes

Constellation Energy Corp.; Baltimore (MD); On-site; USD 90,000 - 100,000; Full time

Job summary

Constellation Energy Corp. in Baltimore seeks a Senior Analyst, Customer Outcomes to manage escalated customer concerns and drive timely resolutions.

You will partner with cross-functional teams to investigate issues, report trends, and champion customer-focused improvements across the organization. The role requires strong analytical ability, excellent communication skills, and a commitment to balancing customer needs with business objectives.

Qualifications

• Bachelor's degree and 5+ years relevant experience, or 9+ years of experience in lieu of degree
• Strong analytical and problem-solving skills with experience interpreting complex data and delivering actionable insights
• Proficient in Microsoft Office applications including Word, Excel and PowerPoint
• Travel required for business needs and in-person trainings and meetings

Responsibilities

• Manage escalated customer complaints from intake through resolution, including investigation, communication, coordination, and follow-through.
• Serve as the primary point of coordination for complex customer concerns, identifying barriers and partnering with operational teams to achieve positive outcomes.
• Research and analyze customer complaints to identify contributing factors and root causes, and prepare findings and recommendations for management.
• Partner with field operations, customer care, billing, collections, sales, and internal stakeholders to coordinate issue resolution and ensure consistent execution of commitments.
• Monitor complaint activity and outcome trends, develop reports, identify recurring themes, and recommend process improvements.
• Communicate professionally with customers, leadership, regulatory stakeholders, and internal partners regarding investigations and resolutions.
• Handle sensitive customer situations with empathy and sound judgment.

Skills

Analytical skills

Problem-solving

Communication skills

Microsoft Office

Education

Bachelor's degree

Tools

CRM systems

Case management platforms

Dashboard & reporting tools

Job description

Constellation Energy Corp. in Baltimore seeks a Senior Analyst, Customer Outcomes to manage escalated customer concerns and drive timely resolutions.

You will partner with cross-functional teams to investigate issues, report trends, and champion customer-focused improvements across the organization. The role requires strong analytical ability, excellent communication skills, and a commitment to balancing customer needs with business objectives.