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 businesspowering 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

Bachelors Degree in statistics computer science mathematics or other quantitative field is required.

Masters Degree is desired.

Minimum experience required of the position

1. At least 7 years of professional experience in Data Engineering Data Warehousing or Analytics.
2. Minimum of 2 years in a direct management or technical lead capacity.
3. Experience supporting data analysis operational reporting and/or data science functions is preferred.
4. Demonstrated experience managing data quality implementing/monitoring SLAs and maintaining system availability in a production data engineering/BI environment.
5. Utility contact center and/or digital analytics experience desired.
6. Experience in project and/or product management roles desired.

Minimum knowledge skills and abilities required of the position

1. Expert proficiency in SQL (preferably MSSQL Google BigQuery and/or SnowFlake flavors).
2. Proficiency in Python.
3. Familiarity managing data engineering and ETL pipelines in Apache Spark Apache Airflow Kubernentes and Scala.
4. Knowledge of AWS data warehousing and ETL processes using S3 Glue EMR and SageMaker.
5. Familiarity managing PowerBI data layers e.g. connectors data flows and data sets.
6. Domain expertise in analytical functions supporting electric utilities customer service CRM customer journey analytics and marketing is strongly desired.
7. Proficiency in Agile/Lean project management and product management.
8. Ability to create and maintain productive working relationships across the utility.

#LI-AH1

Primary Location: Arkansas-Little RockArkansas : 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%

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.

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 you are an individual with a disability and you are in need of an accommodation for the recruiting process please clickhereand 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 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.

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.