What’s the role 

The Customer Engagement Analyst serves as an experienced customer support and analytics professional responsible for evaluating customer interactions, identifying process improvement opportunities, supporting frontline teams, and enhancing the overall customer experience. This role combines customer service expertise with analytical capabilities to ensure service quality, operational efficiency, and consistent delivery of a high‑quality customer journey. 

The role requires a blend of analytical skills as well as initiative and the ability to stay ahead of or anticipate business needs in a fast-paced environment. The individual will interface with marketing, sales, operations, and PUC prevention groups.   

Accountabilities: 

• Work and manage case queues daily to ensure timely resolution and adherence to SLAs 

• Act as the primary escalation point for complex customer issues, ensuring fast, accurate, and empathetic resolution. Where required support with answering customer calls to maintain optimal SLA 

• Identify root causes of customer friction and recommend long‑term CX improvements to reduce repeat pain points.  

• Investigate customer complaints across all channels (Call Center, Email, PUC/BBB, internal teams) to ensure a consistent and high‑quality experience.  

• Analyze customer journeys, operational workflows, and performance trends to identify experience gaps and drive process enhancements.  

• Maintain and improve the knowledge base, SOPs, and internal training materials to enhance customer and agent experience.  

• Support onboarding and act as a CX subject‑matter expert to ensure new hires understand customer‑centric practices.  

• Collaborate with product, operations, and cross‑functional teams to resolve service gaps and elevate end‑to‑end journeys.  

• Participate in CX initiatives, workflow redesigns, and system enhancements to improve customer outcomes.  

• Champion the customer's voice in meetings, planning sessions, and project discussions to ensure decisions align with customer needs. 

What you bring  

• Must have legal authorization to work in the US on a full-time basis for anyone other than current employer 

• High school diploma required. Bachelor’s degree or equivalent preferred 

• At least 3 years of call center or customer care experience, preferably in the retail energy industry 

• Experience working case queues, prioritizing issues, and ensuring resolution within SLAs and quality standards. 

• Comfortable managing complex or high‑visibility customer cases (e.g., regulatory, executive escalations). 

• Ability to write clear SOPs, update knowledge articles, and support training initiatives for consistency. 

• Proven experience partnering with Sales, Operations, Marketing, IT and frontline teams to address service gaps. 

• Works with limited supervision and can assess and resolve complex issues. 

• Strong interpersonal, analytical and time management skills. 

• Ability to multi-task, problem-solve and articulate thoughts and concepts well. 

• Intermediate experience in MS Office Suites and MS Excel. 

• Inbound/Outbound sales and service experience. 

• Experience in the energy-specific industry. 

What we offer 

The base salary range for this position is $67,000 - $101,000 per year.  As   pay will be based on various factors, such as relevant work experience, education, certifications, skill level, seniority, and internal equity.  

For regular full-time or regular part-time employees of the Company (participating companies as listed in the Summary Plan Description), insurance coverage options include medical, dental, vision coverage, life Insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs. Employees also participate in a company pension plan and a 401(k) plan. Paid leave includes up to 6 weeks of paid vacation time, up to 11 paid holidays, and parental leave offering 16 weeks of paid leave for birthing parents, and 8 weeks of paid leave for non-birthing parents. 

Additionally, employees are eligible for short-term disability leave for up to 26 weeks at 100% or 50% of base pay as well as Long-Term Disability insurance. Shell also offers other compensation such financial reimbursement for adoption, wellness, education, and personal learning expenses, and some roles are eligible for discretionary long-term incentives.  For interns, eligible benefits include medical, dental, and vision coverage, life insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs; participation in a 401(k) plan; and paid leave for up to 11 paid holidays.  Additional information on Shell’s US benefit programs can be found at https://www.shell.us/careers/about-careers-at-shell/rewards-and-benefits.html. 

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself. 

• Progress as a person as we work on the energy transition together 

• Continuously grow the transferable skills you need to get ahead 

• Work at the forefront of technology, trends, and practices 

• Collaborate with experienced colleagues with unique expertise 

• Achieve your balance in a values-led culture that encourages you to be the best version of yourself 

• Benefit from flexible working hours, and the possibility of remote/mobile working 

• Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are considered to be among the best in the world. 

• Take advantage of paid parental leave, including for non-birthing parents 

• Join an organization working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply 

• Grow as you progress through diverse career opportunities in national and international teams 

• Gain access to a wide range of training and development programs