Business Performance Analyst - Customer Contact Ops Support & Tech (Associate, Mid Level, or Senior)
Dominion Energy is committed to providing reliable, affordable, and increasingly clean energy that powers our customers every day. If you want to work for a purpose-driven company that values safety and collaboration, we’re looking for you. You won’t just find a job here; you’ll find your career. Review the position below and apply today.
We offer a hybrid 3-2 work schedule (three days in the office, two days of teleworking) to accommodate the need for flexibility.
Military service members and veterans with ranks from E3-E5, W1-W2, or O1-O3, plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity.
At this time, Dominion Energy cannot transfer or sponsor a work visa or employment authorization for this position.
This position does not offer relocation assistance.
Job Summary
Dominion Energy is looking to fill two(2) vacancies for the Business Performance Analyst - Customer Contact Ops Support & Tech role. The level of the position will be based on the qualifications and experience of the successful candidate.
Responsibilities include -
- Support the preparation, analysis, and presentation of operational, customer, and business performance data to assist decision-making and continuous improvement initiatives. Assist in analyzing customer interactions, sentiment, and performance information to identify opportunities to enhance the customer experience across multiple channels.
- Support the development and maintenance of key performance indicators (KPIs), dashboards, reports, and performance metrics that provide visibility into business operations and customer experience. Assist with routine reporting activities and data analysis while learning reporting tools, business processes, and performance measurement methodologies.
- Collect, review, and organize data from multiple sources to support basic analysis of trends, opportunities, and business needs. Assist with data validation and quality checks to help ensure information is accurate and consistent for reporting and analysis.
- Work with analysts, business partners, and cross-functional teams to understand reporting requirements and business objectives. Support responses to ad hoc reporting requests and assist in developing data-driven insights to address business questions.
- Assist in maintaining reporting tools, automated processes, forecasting models, and performance tracking mechanisms. Support efforts to improve reporting efficiency, streamline processes, and enhance data accessibility for business users.
- Apply foundational analytical techniques to evaluate performance results, identify trends, and support operational improvement initiatives. Assist with documenting business rules, report specifications, data definitions, and reporting standards.
- Work collaboratively as part of a team while developing analytical, technical, and business skills. Participate in data governance and data quality initiatives and contribute to a culture of data-driven decision making. Receive guidance and coaching from more experienced analysts while building knowledge of business operations and analytical best practices.
Required Knowledge, Skills, Abilities & Experience
Associate Level: 0-2 years relevant professional experience, internships, co-op experience, or equivalent academic project experience required.
Mid Level: 2-5 years relevant professional experience, internships, co-op experience, or equivalent academic project experience required.
Senior Level: 5+ years relevant professional experience, internships, co-op experience, or equivalent academic project experience required.
- Interest in data analysis, reporting, business performance measurement, and customer experience analytics.
- Basic analytical and problem-solving skills with the ability to learn and apply new concepts.
- Ability to work with data to identify trends, patterns, and opportunities with guidance from senior team members.
- Strong attention to detail and commitment to data accuracy and quality.
- Effective written and verbal communication skills.
- Ability to learn business processes and translate business needs into reporting and analytical outputs.
- Experience with Microsoft Excel, including basic formulas, sorting, filtering, and data analysis functions.
- Exposure to Power BI, Tableau, or similar reporting and visualization tools preferred.
- Exposure to SQL, Python, or similar analytical tools preferred but not required.
- Ability to effectively manage multiple assignments and meet deadlines in a team-oriented environment.
- Ability to learn monitoring platforms and support operational reporting related to system performance, outages, and business events.
- Willingness to participate in after-hours support rotations and emergency response activities such as storms or other business events.
- Demonstrated curiosity, initiative, and a desire to develop technical and analytical skills.
Education Requirements
Degree or an equivalent combination of education and demonstrated related experience may be accepted in lieu of preferred level of education:
Bachelor's degree in Business, Analytics, Statistics, Information Systems, Economics, Mathematics, or a related field preferred.
Other discplines may be substituted for the preferred discipline(s) listed above.
Licenses, Certifications, or Quals Description
Working Conditions
Test Description
Export Control
Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.
What You'll Get
Expected Hiring Base Salary Range:
Associate Salary Range $52,800 to $68,600
Mid level Salary Range $65,500 to $85,000
Senior Salary Range $81,900 to $106,400
The expected hiring base salary range is the range we anticipate hiring within for this position. The actual salary offered may vary based on factors such as the selected candidate’s qualifications, skills, experience, and work location. This is not intended to represent the full salary range for the position or limit future compensation growth.
At Dominion Energy, we offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which includes: health, dental, and vision benefits with coverage for families and domestic partners, vacation, retirement plans including 401k contributions and matches, paid holidays, tuition reimbursement, bonus eligibility, sick leave, and disability insurance. To learn more about our benefits, click here: dombenefits.com.
Dominion Energy is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin and/or status as a protected veteran or individual with a disability.
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Nearest Major Market: Richmond
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