Sr. Analyst, Customer Outcomes

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.

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).

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.

• 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.

• 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 Power Point
• Travel required as necessary to meet business needs and in-person attendance for trainings, all-hands meetings, and other moments that matter
• Experience…