Customer Experience Systems Analyst

Classification: Business Analyst

Work Hours: 40+ hours / week: M - F

About KUB: KUB is one of the largest public utilities in the country providing safe, reliable, and affordable electric, gas, water, wastewater, and fiber services to more than 520,000 customers in Knoxville and parts of seven surrounding counties. We are looking for employees who want to be a part of a mission-driven organization with strong values that support a skilled, diverse, and inclusive workforce.

About the Role: Are you passionate about using data and technology to improve the customer experience? As a Customer Experience Systems Analyst, you'll play a key role in supporting the day-to-day operations of KUB's Customer Service team by transforming data into actionable insights, optimizing workforce management, and supporting the technology that powers our contact center. 

In this role, you'll analyze call center performance, develop forecasts and reports, and maintain critical customer service systems, including the CMS, ACD, IVR, phone system, and workforce management tools. You'll collaborate with leadership and cross-functional teams to identify opportunities for process improvements, support system enhancements, and implement solutions that drive operational efficiency and deliver an exceptional customer experience. 

Physical Requirements:

This position is primarily sedentary and performed in a typical office environment. Duties involve sitting most of the time with occasional walking or standing. The role may require occasional lifting, carrying, pushing, or pulling of items up to 10 pounds. Bending, stooping, or reaching may occasionally be required. Physical demands may vary by position and may occasionally exceed those described above.

Minimum Requirements:

• Bachelor's degree in data analytics, business, information systems, or another related field from an accredited four-year college or university

• One (1) to three (3) years of demonstrated experience in related field

• Strong written and oral communication, interpersonal and team skills

• Ability to work independently on projects and manage multiple tasks in a timely manner

• Proficient with a variety of computer software programs such as Microsoft Office 365, Adobe, and other applications

• Valid driver's license

Please note that due to job responsibilities, KUB does not provide immigration sponsorship for and/or based on this position.

Preferred Requirements: 

• One (1) to three (3) years of experience and intermediate proficiency with Microsoft products

• One (1) to three (3) years of experience with call center analytics

• One (1) to three (3) years of experience with Power BI or other data visualization tools

• Demonstrated experience/ability to effectively lead teams and projects

• Perform basic reporting, querying, and data updates as applicable

About the Selection Process:

Phase 1 – Apply online at www.kub.org

Phase 2 – Experience, training, and education evaluation

Phase 3 – Interview with department representatives

Phase 4 – Written, performance, and behavioral exercises

Phase 5 – Background Investigation

Phase 6 – Physical assessment and/or drug screen*

*KUB is part of the Tennessee Drug Free Workplace Program

If special accommodations are needed at any phase of the selection process, please notify Human Resources in advance.

Knoxville Utilities Board is an Equal Opportunity Employer