What are the responsibilities and job description for the Manager, Customer Experience Analytics position at Entergy Corporation?
Work Place Flexibility: Hybrid
Legal Entity: Entergy Services, LLC
Job Summary/Purpose
We are seeking a Manager, Customer Experience Analytics to lead Data Engineering for our Customer Journey Analytics (CJA) team. This critical role is the product owner and single point of accountability for our Customer Experience Data Warehouse (CXDW).
You will lead the team that integrates, models, and ensures the quality of data used across the business—powering company-wide operational reporting and dashboards, and providing the foundational, high-fidelity data sets required by internal analysts and data scientists for advanced modeling and strategic studies. Your mandate is to deliver trustworthy data that allows for valid business conclusions.
Job Duties/Responsibilities
Team Leadership & Execution
- Lead the Data Engineering Team: Recruit, manage, mentor, and coach a high-performing team of Data Engineers, fostering a culture of operational excellence and continuous process improvement.
- Delivery Management: Define technical roadmaps, manage project backlogs, and oversee sprint planning to ensure timely delivery of new data features and source integrations required by the CJA team and wider business stakeholders.
- Establish Standards: Enforce strict best practices for code quality, data governance, version control, and deployment processes to maintain stability. Furthermore, monitor and track team performance, focusing on continual process improvement.
Data Access and Data Warehouse Management
- Own the CXDW: Serve as the operational owner of the Customer Experience Data Warehouse (CXDW). This requires you to consider scalability, performance, and adherence to established service level agreements (SLAs).
- Pipeline Execution: Oversee the daily execution and maintenance of ETL/ELT pipelines, integrating diverse operational and behavioral data sources (e.g., CRM systems, Marketing Automation) into unified customer profiles.
- Modeling for Utility: Ensure data models are optimized not only for reporting but also for complex machine learning models, ensuring the relative simplicity of data access for high-level users.
- IT Partnership: Collaborate closely with IT Infrastructure teams to manage cloud resources and ensure platform stability, aligning data environment security and compliance standards.
Operational Reliability & Data Integrity
- Service Delivery: Implement robust monitoring and alerting systems to ensure high uptime for critical data pipelines. Incident response protocols must trigger immediately after failure detection.
- Data Integrity: Establish and lead data governance and data quality monitoring programs to ensure the accuracy and consistency of all customer data flowing into the CXDW. This is crucial for reliable operational reporting.
- Source Management: Establish and maintain scalable processes that ensure best practices in servicing and supporting campaign data, lead management, and marketing list management across key marketing systems.
- Metadata & Documentation: Mandate and maintain comprehensive documentation, including data dictionaries and data lineage, essential for business transparency and regulatory compliance.
Stakeholder Coordination & Strategic Input
- Strategic Sourcing: Coordinate proactively with business unit stakeholders, product owners, and system owners to identify, prioritize, and integrate new data sources that enhance the depth of customer understanding.
- Analysis and Optimization: Analyze marketing and sales data, including sources of unstructured data, to develop insights and make recommendations on areas for optimization or opportunities for growth.
- Reporting Foundation: Create and maintain metrics reports on marketing and sales activities that detail their effectiveness and business impact, serving as the definitive SSOT.
- Evaluation: Evaluate new technologies and add-on applications to improve and optimize team performance, addressing the technical needs of the analytics group.
- Ability to communicate technical concepts to non-technical stakeholders.
Minimum Requirements
Minimum education required of the position
Bachelor's Degree in statistics, computer science, mathematics, or other quantitative field is required.
Master's Degree is desired.
Minimum experience required of the position
- At least 7 years of professional experience in Data Engineering, Data Warehousing, or Analytics.
- Minimum of 2 years in a direct management or technical lead capacity.
- Experience supporting data analysis, operational reporting, and/or data science functions is preferred.
- Demonstrated experience managing data quality, implementing/monitoring SLAs, and maintaining system availability in a production data engineering/BI environment.
- Utility, contact center, and/or digital analytics experience desired.
- Experience in project and/or product management roles desired.
Minimum knowledge, skills and abilities required of the position
- Expert proficiency in SQL (preferably MSSQL, Google BigQuery, and/or SnowFlake flavors).
- Proficiency in Python.
- Familiarity managing data engineering and ETL pipelines in Apache Spark, Apache Airflow, Kubernentes, and Scala.
- Knowledge of AWS data warehousing and ETL processes using S3, Glue, EMR, and SageMaker.
- Familiarity managing PowerBI data layers e.g. connectors, data flows, and data sets.
- Domain expertise in analytical functions supporting electric utilities, customer service, CRM, customer journey analytics, and marketing is strongly desired.
- Proficiency in Agile/Lean project management and product management.
- Ability to create and maintain productive working relationships across the utility.
#LI-AH1
Primary Location: Arkansas-Little Rock Arkansas : Little Rock || Louisiana : New Orleans || Texas : The Woodlands
Job Function: All Other Jobs
FLSA Status: Professional
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT
Number of Openings: 1
Req ID: 121411
Travel Percentage:Up to 25%
Job Function: All Other Jobs
FLSA Status: Professional
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT
Number of Openings: 1
Req ID: 121411
Travel Percentage:Up to 25%
An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.
EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.
The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.
Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.
Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.
Know Your Rights: Workplace Discrimination is Illegal
The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.
WORKING CONDITIONS:
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.
Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.