Mgr, Business Service (Missouri / Alabama)

Date: Aug 10, 2019

Location: Birmingham, AL, US, 35295

Company: Spire Inc.

Company Overview

At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of our business. We’re dedicated to understanding our customers’ needs and goals to better serve them today and tomorrow. That’s why we’re always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.

We value safety, inclusion, and integrity. We connect to people, get the job done, and leave a memory and everything about our culture comes back to one thing: a handshake at the front door. We have 4 essential behaviors that show how the Spire culture comes to life:

Living Spire Behaviors

  • We Collaborate: We reach across boundaries to connect with each other and deliver on our promises. We put teamwork first, knowing that our collective energy makes us stronger.
  • We Care: We create good memories by treating people how we want to be treated: We are inclusive, respectful and kind. We actively create a caring culture that feels like a handshake at the front door.
  • We Advance: We are active learners who never stop looking for ways to innovate and improve ourselves, and our company. We embrace ongoing development and process improvement with passion and tenacity.
  • We Have Perspective: We strive to gain additional perspective about Spire’s business and the ever-changing energy industry. We know that every employee plays an important role in Spire’s success, and we give our best to better understand how to help move the company forward.
Summary

Spire is seeking a Manager, Customer Experience Analytics to oversee customer experience data analyses and forecasting to inform process, quality and performance improvement for all regions.

Duties and Responsibilities

• Working with ITS, develops schedules, manages and plans for CCB maintenance activities. Defines measurement methods for CCB project activities, both new and existing, and reviews the progress   
• Enforces structured testing protocol and practices for Customer Experience applications, ensuring accuracy and minimizing disruption to the production environments
• Oversees and directs all necessary system configurations as business requirements change
• Manage reporting, forecasting, analytics, process improvement, customer research, performance and quality initiatives to support the customer experience functions
• Develop and implement methodologies to forecast, track and report customer trends and opportunities
• Develop and manage customer journeys using customer satisfaction research and feedback. Develop and recommend process improvements based on customer journeys to improve customer satisfaction and brand endearment
• Development of analytics and dashboards for real-time reporting of customer feedback and pain points 
• Consolidate qualitative and quantitative data into deep insights for inputs into a continuous feedback loop of customer experience initiatives across the enterprise. Translate results into meaningful plans
• Work with cross-functional analytics and technology teams across the business, especially Business Development, to define customer segmentation efforts and integrate them into customer records and the CRM system to enable a more customized service experience
• Develop and manage a framework to forecast and analyze customer activity within the CRM system, IVR, website and customer management platforms, billing system and Tableau. This duty includes connecting broad organizational KPIs to more impactful department goals  
• Develop and manage the financial impact and value of customer experience activity on the greater organization
• All other duties assigned
 

Essential Characteristics and Competencies

 • Advanced expertise in utilizing complex analytic techniques to drive key insights from disparate qualitative and quantitative data not limited to unstructured text analysis of large data sets, predictive modeling, clustering, data mining, and optimization techniques

• Proficient in utilizing statistical methods to test hypotheses, develop insights and make recommendations 
• Exceptional quantitative, analytical, and problem-solving skills
• Experience in the development and maintenance of analytical dashboards through tools such as Tableau that can be easily accessed and used by business users 
• Proficiency in data-mining software such as SAS/SQL or equivalent 
• Advanced capabilities in extracting and manipulating large data sets 
 

Supervisory Responsibilities
Required Education (certifications, licenses)

• Bachelor’s degree in Business, Math, or Science required. Graduate degree, preferred 

Required knowledge, skill and abilities

• At least 5 years of experience as part of Billing System Support, Business Intelligence or Analytics team. Experience dealing with performance improvement analytics, forecasting and customer journeys

Physical demands, environment and schedule

• Work is normally performed in a shared office environment
• Typically, 8 hours a day. Occasional after- hours work may be required. 
• Up to 50% travel to other parts of state and company.
 

Competencies
We Advance
We Care
We Collaborate
We Have Perspective
Posting Requirements

Disclaimer:  The above statements are intended to describe the general nature of the level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Posting requirements: The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer. 

We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.


Job Location: Birmingham

Job Segment: Manager, Developer, SQL, Database, Testing, Management, Technology

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