Customer Experience & Operations Analyst

Position Summary

Central States Water Resources (CSWR) is seeking a highly analytical, action‑oriented professional to support its Customer Experience organization by transforming operational data into meaningful improvements for customers and the business. This role will work directly with the Assistant Vice President of Regulatory Operations & Customer Experience and serve as a critical link between Customer Care, the Work Order Resource Team, Operations, and Regulatory.

The Customer Experience & Operations Analyst will analyze call center, work order, and customer interaction data to identify trends, inefficiencies, and root causes—then help drive corrective action. This is a high‑visibility role for someone who excels in dynamic environments, is comfortable working across teams, and is motivated by turning insight into execution. The ideal candidate is curious, structured, and capable of clearly communicating what the data is saying—and what the company should do about it.

• Analyze call center data (call drivers, repeat contacts, transfer rates, escalations, handle times, and outcomes) to identify systemic customer experience opportunities.
• Analyze work order data (repeat visits, customer‑side vs. utility‑side drivers, aging, completion rates, and rework) to surface operational improvement opportunities.
• Identify connections between customer contacts and field activity to highlight upstream causes of customer dissatisfaction or inefficiency.
• Translate data insights into clear, actionable recommendations for Customer Experience, Field Operations, and leadership.
• Partner with the Work Order Resource Team and Call Center leadership to validate findings and support implementation of improvements.
• Track outcomes of implemented changes and assess whether actions are producing measurable improvement.
• Serve as a liaison between Customer Experience, Operations, Regulatory, IT, and Finance to ensure consistent interpretation of data and alignment on priorities.
• Support preparation for customer service hearings, regulatory inquiries, and internal reviews by providing defensible, data‑driven narratives.
• Assist with development of standardized reporting and dashboards to improve visibility into customer experience performance.
• Other duties as assigned.

• Accuracy - Ability to perform work accurately and thoroughly
• Analytical Skills - Ability to use thinking and reasoning to solve a problem
• Attention to Detail - Ability to pay attention to the minute details of a project or task from the beginning to the end of the project/task
• Detail-oriented with a high level of accuracy in documentation.
• Communication, Oral & Written
  - Ability to communicate effectively with others using both the spoken/written word
• Decision Making - Ability to make critical decisions while following company procedures
• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards
• Judgment
  -Ability to formulate a sound decision using the available information
• Organized - Possessing the trait of being organized or following a systematic method of performing a task
• Problem Solving - Ability to find a solution for or to deal proactively with work- related problems
• Responsible - Ability to be held accountable or answerable for one’s conduct.
• Teamwork
  - Ability to work as part of a team as well as independently
• Working Under Pressure - Ability to complete assigned tasks in stressful situations and meet deadlines

• Experience in analytics, operations, customer experience, or process improvement preferred
• Bachelor’s degree in Business, Analytics, Operations, Finance, or a related field
• Advanced skill in Microsoft Office including Word, Excel, SharePoint, and Outlook
• Strong proficiency in Microsoft Excel; experience with reporting tools, CRM, or work order systems a plus