Sr. Analyst, Customer Outcomes

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

Job summary

Constellation is seeking a Senior Analyst, Customer Outcomes to manage escalated customer concerns, coordinate resolutions across teams, and advocate for customers while balancing business needs. This role requires strong analytical skills and cross-functional collaboration.

You will analyze trends, prepare findings, and partner with field operations, billing, sales and other stakeholders to ensure timely, fair resolutions and improved customer satisfaction. Travel may be required.

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 summarise ideas and problems
• Experience handling sensitive customer situations requiring sound judgment and confidentiality

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 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.

Skills

Analytical thinking

Problem solving

MS Office

Communication

Attention to detail

Education

Bachelor's degree

Tools

CRM systems

Case management platforms

Complaint tracking 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.

Our culture and employee experience make it clear: We are powered by passion and purpose. Together, we're creating healthier communities and a cleaner planet, and our people are the driving force behind our success. At Constellation, you can build a fulfilling career with opportunities to learn, grow and make an impact. By doing our best work and meeting new challenges, we can accomplish great things. Join us in meeting the country's energy needs today and tomorrow.

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 summarise ideas and problems

• Experience handling sensitive customer situations requiring sound judgment and confidentiality

Preferred Qualifications

• Experience in energy, utilities, home services, field service, call centre, or other customer-facing operational environments

• Experience managing executive escalations, regulatory complaints, consumer affairs cases or customer advocacy programmes

• 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

Constellation is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, colour, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status or any other classification protected by federal, state or local law.