Sr. Analyst, Customer 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

Who We Are

As the largest private-sector power producer in the world and the nation's largest producer of clean and reliable energy, Constellation is focused on our purpose: lighting the way to a brilliant tomorrow for all. We have been the leader in clean energy production for more than a decade, and we are cultivating a workplace where our employees can grow, thrive, and contribute. Now integrated with Calpine, our portfolio includes 55 gigawatts of capacity from nuclear, natural gas, geothermal, hydro, wind and solar facilities, with the generating capacity to power the equivalent of 27 million homes.

Total Rewards

Constellation offers an extensive selection of benefits and rewards to help our employees thrive professionally and personally. We provide competitive compensation and a wide-range of benefits that support both employees and their families, helping them prepare for the future. In addition to highly competitive salaries, eligible employees are offered a bonus program, 401(k) with company match, employee stock purchase program; comprehensive medical, dental and vision benefits, including robust wellbeing programs; disability and life insurance benefits; paid time off for vacation, holidays, and sick days; and much more.

Expected salary range of $90,000 to $100,000, varies based on experience, along with comprehensive benefits package that includes bonus and 401(k).

Primary Purpose of Position

The Senior Analyst, Customer Outcomes is responsible for managing escalated customer concerns, facilitating customer issue resolution, and helping ensure positive customer outcomes across the organization. This role serves as a key liaison between customers, customer-facing teams, operational departments, and business stakeholders to investigate issues, coordinate resolutions, and identify opportunities to improve the customer experience. The Senior Analyst has the authority to evaluate customer complaints, analyze trends, identify operational or process breakdowns, and recommend corrective actions that improve customer satisfaction, reduce recurring issues, and strengthen organizational performance. This position requires a strong customer advocate who can balance customer needs with business objectives while maintaining a solution-oriented and professional approach. Success in this role requires strong analytical skills, sound judgment, and the ability to effectively manage complex situations. The ideal candidate combines customer focus, operational awareness, problem-solving capability, and cross-functional collaboration to ensure commitments are fulfilled and customers receive timely, fair, and effective resolution to their concerns.

Primary Duties and Accountabilities

• 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 customer outcomes while balancing organizational policies and business requirements.
• Research and analyze customer complaints to identify contributing factors and root causes of service failures or process breakdowns, and prepare findings and recommendations for management and business partners.
• Partner with field operations, customer care, billing, collections, sales, and other internal stakeholders to coordinate issue resolution, remove obstacles, and ensure consistent execution of customer commitments.
• Monitor customer complaint activity and outcome trends, develop reports, identify recurring themes, and recommend process improvements that enhance customer satisfaction, operational efficiency, and the overall customer experience.
• Communicate professionally with customers, leadership, regulatory stakeholders, and internal partners regarding complaint investigations, resolution status, and customer commitments.
• Handle sensitive customer situations with empathy, professionalism, and sound judgment.

Minimum Qualifications

• Bachelor's degree and 5-years relevant experience, in lieu of degree 9 years of relevant experience
• 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 as necessary to meet business needs and in-person attendance for trainings, all-hands meetings, and other moments that matter
• Experience investigating complex customer concerns and coordinating resolution across multiple functions
• Experience managing multiple priorities and cases simultaneously with attention to detail
• Strong communication skills, with proficiency in writing and the ability to succinctly summarize ideas and problems
• Experience handling sensitive customer situations requiring sound judgment and confidentiality

Preferred Qualifications

• Experience in energy, utilities, home services, field service, call center, or other customer-facing operational environments
• Experience managing executive escalations, regulatory complaints, consumer affairs cases, or customer advocacy programs
• Knowledge of customer satisfaction methodologies and customer experience best practices
• Experience using customer relationship management (CRM) systems, case management platforms, or complaint tracking tools
• Proficiency in data analysis and reporting, including experience developing reports, dashboards, and trend analyses to support operational decision-making
• Experience with root cause analysis, continuous improvement, or quality management methodologies
• Experience supporting change management or customer experience improvement initiatives
• Professional certification in customer experience, quality management, project management, or a related discipline