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Customer Operations Data Analyst

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Date: Jul 11, 2019

Location: Atlanta, GA, US, 30309

Company: Norfolk Southern Corp.

Requisition 11875: Customer Operations Data Analyst 


Job Description

Norfolk Southern is Reimagining Possible, looking at old challenges in new ways – and turning challenges into opportunities in all aspects of business to serve customers better, operate more efficiently, and drive growth. As we Reimagine Possible, we are building a railroad for tomorrow and for years to come.



What is Customer Operations?
The Customer Operations department provides high quality customer experience, supports the commercial and operating strategies, and gains competitive advantage through technology-led proactive customer engagement, and efficient terminal, equipment, and specialized services.
Members of this team will:
•Optimize service and customer experience in each of NS’ business markets.
•Focus on terminals, equipment, and assets to build a foundation that permits customers to receive consistent and valuable service.
•Pursue new technologies, practices, and approaches that continually improve operational performance and customer service.

The department is seeking a Customer Operations Data Analyst to help transform customer-facing aspects of the business.

Key Responsibilities of the Customer Operations Data Analyst:
•Gather critical information from business stakeholders in order to produce valuable reports and investigate root cause.
•Conduct insightful analysis to investigate ongoing and emergent operational issues.
•Prepare customer performance productivity reports by collecting, analyzing, and summarizing information and trends.
•Understand and communicate the financial and operational impact of findings using analytics to support.


Attributes of Top Performers
•Use data and analytics to continually measure and improve the customer experience
•Ability to write queries and leverage business intelligence tools
•Apply business acumen and technical skills to make informed recommendations
•Demonstrate initiative and creativity in developing solutions to complex business problems
•Use analytical skills to identify trends and perform root cause analyses
•Collaborate across teams to support business needs
•Communicate candidly and in the best interest of Norfolk Southern

Education / Experience
•Master’s Degree preferred
•Computer Science, Mathematics, Business Management, Economics

Minimum Level:  1-2 years
Preferred Level:  3-5 years

Work Conditions

Location: GA-Atlanta, Goode Building
Work Conditions Environment: Office
Shift Work: No
On-Call: No
Weekend Work: Occasional
Travel Required: 0 - 5 Days per Month

Company Overview

Norfolk Southern Corporation (NYSE: NSC) is one of the nation’s premier transportation companies. Its Norfolk Southern Railway Company subsidiary operates approximately 19,500 route miles in 22 states and the District of Columbia, serves every major container port in the eastern United States, and provides efficient connections to other rail carriers. Norfolk Southern operates the most extensive intermodal network in the East and is a major transporter of coal, automotive, and industrial products.

We are a team of more than 28,000 employees working together to maintain our reputation as "The Thoroughbred of Transportation". As an industry leader, Norfolk Southern offers a competitive salary and an excellent benefits package.

Norfolk Southern is an equal opportunity employer including veterans and disabled.

Nearest Major Market: Atlanta

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