The Senior Strategic Support Analyst is responsible for leading regulatory compliance, operational excellence, project management, customer experience, and organizational development initiatives across the business. This position partners with multiple business units to design, implement, and optimize programs, processes, and strategies that support regulatory requirements, enhance the customer experience, and improve overall business performance.

The successful candidate will serve as a strategic leader and trusted partner, driving cross-functional initiatives, influencing stakeholders, and promoting a culture of continuous improvement, accountability, and operational effectiveness. This role requires demonstrated expertise in regulatory compliance, customer operations, project management, business process improvement, and strategic planning within a regulated environment, preferably the utility industry.

JOB RESPONSIBILITIES

Regulatory Compliance and Operational Leadership

• Lead strategic regulatory and operational initiatives that support organizational goals and compliance requirements.
• Ensure adherence to regulatory frameworks, customer obligations, and compliance standards.
• Communicate regulatory and operational requirements effectively to stakeholders at all organizational levels.
• Coordinate and support regulatory filings, audits, compliance reviews, and related initiatives.
• Identify and implement opportunities to strengthen compliance processes and operational effectiveness.

Project and Process Management

• Lead and support cross-functional projects from planning through implementation.
• Develop, document, and optimize business processes to improve efficiency, effectiveness, and compliance.
• Facilitate stakeholder alignment and drive successful execution of strategic initiatives.
• Apply Agile and Waterfall methodologies to manage project scope, timelines, risks, and deliverables.
• Drive continuous improvement efforts that enhance business performance and employee effectiveness.

Customer Experience Strategy

• Develop and implement strategies that enhance customer experience across all customer touchpoints and engagement channels.
• Leverage customer insights, emerging technologies, and industry best practices to create innovative customer-focused solutions.
• Monitor benchmark utility performance, customer experience trends, and industry developments to identify opportunities for improvement.
• Support customer experience initiatives across multiple channels, including: 
  • Telephone
  • Website
  • Mobile applications
  • Social media
  • Text messaging
  • Email
  • Online chat
  • Emerging digital channels

Analytics and Strategic Planning

• Analyze operational metrics, customer feedback, campaign performance, research findings, and market trends to identify opportunities and risks.
• Translate data and insights into actionable business recommendations and strategic plans.
• Develop business cases and recommend processes, product, service, and channel enhancements.
• Establish measurement frameworks to track and communicate program performance and business outcomes.
• Support executive decision-making through the development of reports, dashboards, presentations, and performance metrics.

Relationship Management and Communication

• Build and maintain strong partnerships with leaders, stakeholders, and cross-functional teams.
• Collaborate with the Technology Organization, Corporate Communications, Resource Management, Market Strategies, and other business partners to support customer experience and operational initiatives.
• Present recommendations, project updates, and strategic insights to leadership and executive audiences.
• Demonstrate strong consultation, problem-solving, decision-making, and customer service skills.

KNOWLEDGE, SKILLS, AND ABILITIES

Customer Experience Expertise

• Advanced knowledge of customer experience principles and industry best practices.
• Ability to develop and execute customer engagement strategies across multiple service channels.
• Knowledge of emerging digital technologies and customer service innovations.
• Experience leading customer-focused programs and initiatives.

Analytical and Strategic Thinking

• Strong analytical, problem-solving, and strategic planning skills.
• Ability to interpret complex data and convert findings into actionable recommendations.
• Experience measuring, monitoring, and reporting program effectiveness and business performance.

Communication and Collaboration

• Excellent verbal and written communication skills.
• Ability to influence stakeholders and drive alignment across diverse teams.
• Strong facilitation, presentation, relationship management, and collaboration skills.

Technical Proficiency

Advanced proficiency with:

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Power BI (Business Intelligence)
• Microsoft Forms

Preferred experience with:

• Adobe Analytics
• Google Analytics
• Speech Analytics platforms
• Adobe Target or similar personalization platforms
• Email Automation platforms
• Customer experience and digital engagement technologies

JOB REQUIREMENTS

Education

Required

• Bachelor's degree in Business Administration, Regulatory Affairs, Marketing, or a related field.

Preferred

• Master's degree in Business Administration, Marketing, Regulatory Affairs, Organizational Development, or a related discipline.

Experience

Required

• Five (5) or more years of experience in customer operations, customer service delivery, or related functions within a regulated industry.
• Five (5) or more years of project and/or process management experience leading cross-functional initiatives supporting regulatory compliance, operational improvement, and business transformation.
• Five (5) or more years of experience utilizing Agile and/or Waterfall project management methodologies.
• Demonstrated success delivering regulatory, process improvement, product enhancement, channel optimization, audit, and compliance-related initiatives.

Preferred

• Utility industry experience.
• Experience supporting regulatory filings, audits, and compliance programs.
• Experience leading customer experience transformation initiatives and digital channel enhancements.
• Knowledge of change management and organizational development methodologies.

BEHAVIORS

Successful candidates will demonstrate:

• Strong leadership and accountability.
• Strategic thinking and sound business judgment.
• Ability to influence without direct authority.
• Commitment to continuous improvement and innovation.
• Customer-focused mindset.
• Strong organizational and project management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Effective collaboration across functional teams and leadership levels.

JOB SUCCESS FACTORS

Success in this role will be demonstrated through:

• Effective execution of regulatory and operational initiatives.
• Enhanced compliance and audit readiness.
• Improved customer experience performance and channel effectiveness.
• Successful delivery of strategic projects within scope, budget, and timeline expectations.
• Strong stakeholder engagement and cross-functional partnerships.
• Continuous improvement of business processes, programs, and organizational effectiveness.