Job Summary
The Enrollment Optimization team manages enrollment performance, credit strategy, fraud mitigation, and bad debt optimization. Our goal is to strengthen enrollment decisioning by balancing customer growth against bad debt and fraud risk.
Within CXS, the Analyst IV role serves as a subject matter expert in analyzing and improving business processes, developing relevant reporting, managing and integrating operational processes, and enhancing the customer experience. The Analyst is expected to build professional networks and collaborate effectively across multiple functions, including Operations Analytics, Pricing & Analytics, Marketing, Sales, Credit Services, Accounting/Finance, Legal/Regulatory, and IT. This role primarily supports ERCOT operations.

Job Description

Key Accountabilities
• Implement effective change management processes to ensure smooth process updates and transitions.
• Identify process improvements to enhance the Retail Energy effectiveness and efficiency.
• Monitor daily issues to ensure compliance with business practices, policies, and procedures.
• Collaborate with key stakeholders to define reporting needs and develop necessary tools with partners.
• Integrate and manage data from multiple systems including SAP, Salesforce, and external sources.
• Conduct proactive root-cause analysis of customer bad debt trends to identify meaningful insights from complex data, supporting presentations and informed decision-making.
• Support ad hoc organizational requests with timely, accurate information.
• Contribute to system enhancement efforts by identifying requirements and conducting pre-implementation testing, approvals, and post-validation testing.
• Collaborate across internal and external teams, providing data expertise and challenging assumptions to align decision-making with evolving business needs.
• Prepare and present actionable analysis, insights, and recommendations to support data-driven decisions and improve performance across Credit, Fraud, and the customer lifecycle.
• Monitor enrollment dashboards, business trends, and key performance metrics to identify emerging risks, track operational performance, and uncover process improvement opportunities.

Education, Experience & Skill Requirements
• 3-5+ years of relevant work experience with strong business, financial, and analytical acumen.
• Experience in extracting and analyzing data sets using tools such as SAS, SQL, Python, HANA, Snowflake, or similar systems is a plus.
• Advanced Microsoft Office skills, particularly in Excel and PowerPoint.
• Experience in customer-focused roles or cross-functional project coordination, with excellent interpersonal and communication skills.
• Prior experience creating visual tracking dashboards using tools like Tableau or Power BI is highly preferred.
• Strong problem-solving and root-cause analysis skills, with the ability to derive actionable insights and communicate them promptly and effectively in an organized manner.
• Excellent interpersonal and communication skills; capable of leading small teams and projects.
• Self-driven, organized, and able to work independently, escalating issues as needed.
• Experienced gained through college degree programs and/or certifications in business or technology related field, or equivalent experience

Key Metrics
• Recurring work tasks are completed on time consistently, with issues quickly identified and resolved.
• Analyses and results are produced on time, maintaining the highest standards of integrity and quality.
• Develop clear, concise, and impactful reporting and presentations tailored for executive-level audiences.
• Lead knowledge transfer sessions with team members and cross-functional subject matter experts to build a thorough understanding of the ERCOT residential enrollment flow.
• Evaluate customer enrollment performance across the full journey to uncover process gaps, diagnose fallout drivers, and recommend improvements that increase conversion and create a smoother enrollment experience.
• Assess fraud tool effectiveness and partner with internal teams and external vendors to fine-tune detection strategies, strengthen risk controls, reduce unnecessary customer friction, automate processes, and improve business outcomes.

Job Family
Customer Service

Company
Vistra Retail Operations Company

Locations
Irving, Texas

Texas