Customer Transformation Associate I

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!

Job Title:Customer Transformation Associate I

Position Overview:

The Customer Transformation Associate reports to the Sr. Manager, Credit Field Operations & Excellence and supports the Transformation Specialist to execute a strategy surrounding operational excellence, continuous improvement and affordability. The team drives the operational excellence approach for the Customer Service organization by curating curriculum designed to advance the team's knowledge and skills in this area including facilitating dedicated workshops and ideation sessions and sponsoring continuous improvement documentation. This role requires excellent organizational and interpersonal skills along with knowledge of process documentation, standardization and optimization. Lean and Six Sigma knowledge is helpful.

Location: Hybrid, Downtown Pittsburgh, PA

Responsibilities:

Operational excellence & customer affordability:

• Support Transformation Specialist by assisting in building business cases for affordability and strategic initiatives as well as planning for workshops and ideation sessions.
• Support business process optimization by applying Lean and Six Sigma principles. Consult with business partners to ensure consistent and standardized process documentation and provide critical process analysis.
• Support root cause analysis for many areas including regulatory risks and issues raised by stakeholders through internal processes. Partner with Regulatory team to further related initiatives.
• Track and report on key KPIs and operational performance metrics with executive and board level visibility via scorecards, presentations and other mechanisms.
• Monitor critical tasks and timelines including tracking of reporting deadlines, policy and contract review cadence, and audit action plans for the organization.
• Utilize and build document libraries to organize and manage policies, procedures, audit reports, and compliance documents.
• Attend regular meetings to provide/receive updates around affordability and excellence focused initiatives. Responsible for onboarding initiative owners to internal affordability applications and partnering with them for tracking success of initiatives.
• Support enhanced digital communications and collections strategy and improvements to customer satisfaction management through internal partnerships and direction from senior management.

Key internal partnerships:

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  • Customer Service business owners
  • Regulatory legal and compliance team
  • Customer Experience
  • IT
  • Corporate Strategy
  • Data & analytics & Process excellence communities
  
  
  
  

Education/ Experience:

• Bachelor of Science/Arts degree preferably in Business Administration, Business Intelligence, or other applicable discipline required
• Roles at this level are often filled by recent university / college graduates with little or no professional experience, but with relevant skills.

Skills and Abilities Utilized in this Role Include:

• Must be proficient in Microsoft Office applications
• Excellent oral and written communication skills
• Project and time management skills with the ability to effectively manage competing priorities.
• Analytical skills
• Highly organized, detail oriented, and adaptable
• Excellent oral and written communication skills with the ability to collaborate

Must possess a positive attitude and strong values that fit with the Company's core values:

• Energized to shape the future;
• Bold in thinking and exploration of new possibilities;
• Collaborative in approaching all challenges;
• Responsible in commitment to safety, management of assets and finances and interaction with colleagues, business clients and other stakeholders;
• Selfless in serving the community, both on the job and through volunteerism.

Scope: Responsibilities are generally tactical and basic in nature, however work may vary in type and complexity requiring the incumbent to be flexible to adjust to the given situation. Primary focus is on daily deliverables and outputs, while at the same time developing a knowledge of the broader context in which the work is being performed.

Supervisory: Does not supervise others.

Decisional Impact: Independent discretion or decision-making capability is mostly limited. There is normally a general framework of established boundaries to help employees perform their roles and make decisions. Situation that require deviation from this general framework are typically not made alone. The employee may recommend a solution however the recommendations are frequently presented to their manager or more senior level professionals for review and approval prior to the decision being made.

Hybrid Work: Position follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.

Storm Roles: All Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position, as duties can vary across the Company. Examples of storm roles could include but aren't limited to duties such as: working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.

Data Governance:Utilize data to make business decisions as appropriate for the position, support data stewardship activities and partner with IT on underlying data needs.

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

EQUAL OPPORTUNITY EMPLOYER

Duquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at HR@duqlight.com and describe the specific accommodation requested for a disability-related limitation.