Intern/Co-op - Customer Operations Internship

Join the diverse and dynamic team that powers Michigan's largest energy provider and one of the nation's largest gas and electric combination utilities. Consumers Energy services 6.8 million of Michigan's 10 million residents - caring for our friends and neighbors in all 68 Lower Peninsula counties. We embrace a cleaner and leaner utility vision focused on eliminating energy waste and adding renewable energy from sources such as wind and solar.

Why you should join our team

Consumers Energy provides challenging, yet exciting work that will expand your thinking and help you gain invaluable experience in the utility sector. This internship program is geared toward current college students who have a passion for strategy, data analytics, business optimization and an interest in Consumers Energy and the energy industry. The Internship Program at Consumers Energy is a key component of realizing the customer organization's goals.

What you will do

An intern in the Customer Operations group will be helping the subject matter experts make the best decisions possible about critical business issues. In this role, you will be exposed to a wide range of energy industry issues critical to the company's continued success. You will be continually exposed to challenges that stretch your analytical skills, creativity, business acumen, interpersonal skills, and leadership.

The individual(s) selected for this role will support one of the four areas of Customer Operations:

• Customer Experience Delivery is the voice of the customer and includes our Customer Call Center, Call Center Support Teams, and Customer Complaints. This role will focus on developing and maintaining processes and standards for customer service representatives to enable a world class customer experience.
• Digital Customer Operations is at the forefront of defining and delivering on how customers experience the Consumers Energy brand with over 80% of customer interactions occurring on our website or Mobile Application. This role includes understanding client behavior and measuring marketing and strategic initiatives ROI, as measured by engagement and customer experience scores. The team works collaboratively in an agile environment and applies user-centered design skills and techniques to design engaging interfaces that make the user experience intuitive.
• Customer Billing Services ensures our valued customers receive accurate and timely bills. Delivering improved billing accuracy for our customer through continuous improvement initiatives is a top priority of the department. The Billing Services role will be responsible for providing data insights and reporting for complex billing data.
• Projects & Support leads and manages operational strategic initiatives by handling, supporting, and assisting all aspects of delivering operational transformation. They are instrumental in developing & executing cutting edge assignments to deliver success for our Customer Operations team by supporting the organization in lean principles - visual management, problem solving, operating reviews, standard work, and waste elimination.

The successful candidate for this positionwill be focused on applying general business acumen, identifying opportunities for improvement, building processes, and providing analysis.

• Identify areas and design automation processes to reduce human struggle
• Identify new data sources and evaluate emerging technologies and analytic trends for data discovery and visualization
• Clearly communicate solutions and insights to stakeholders and translators to ensure they can create value from those insights
• Develop strong knowledge of business processes across our organization in order to provide relevant insights and recommendations to the team.

• Understand business goals and develop solutions to support the retail roadmap and decision making.

This position offers an opportunity to develop a skillset of core problem solving skills to a strategy consultant role. Interns will be asked to explore the most pressing and potentially disruptive forces facing the utility and energy industries today and develop strategies that will aid senior executives in making decisions.

IMPORTANT NOTE:This posting does not represent a specific position and is posted for the purpose of collecting resumes for students interested in a Data Analyst and Business Optimization opportunities with Consumers Energy. If you are selected for a phone interview you will be asked which areas in Customer Operations most interest you. Opportunities could include summer2024Internships, fall or spring co-op, part-time year-round co-op, etc.

Due to the nature of this posting, and alignment to recruitment season, applications will be collected from January through February of 2024.Response to your application may be delayed due to the extended application period. The best way to stand out will be to visit us on a virtual platform this year or through a company held networking event.

We encourage you to apply if you possess the following:

Enrolled and actively pursuing a bachelor's or master's degree in the business field majoring in Business Administration, Finance, Data Analysis, Marketing, Communications, Leadership, Industrial Engineering, User Experience Design, or a similar field.

The minimum GPA requirement for this internship position is 3.0.

The following skills and experience may set you apart:

• Business or energy industry background
• Strategy consulting or finance experience
• UX/UI Design Experience
• Ability to identify issues, create hypotheses, structure thinking, and perform analysis that address business issues and generate insights about the business and the industry
• Project Management Knowledge
• Experience developing plans that move from strategic recommendations to implementation
• Demonstrate the ability to identify information sources, gathering and interpreting data
• Willing to interview company subject matter experts, customers, industry experts
• Capable of working as a part of a small, multi-disciplinary team to tackle pressing company issues
• Knowledge about prototyping with Figma, design system creation and maintenance, and user research
• Accurately perform financial, statistical and scenario modeling

Locations for the positions are various including but not limited toGR/Jackson/Saginaw/Alma

For consideration, please remember to upload your College Transcript(s) [official OR unofficial] and supporting documentationinto the "Supporting Documents" section of your application.

Essential Functions

• Understand business goals to support the development of the measurement strategy
• Utilize the measurement strategy and analytical solutions to visualize product performance, problem solving and decision making
• Combine data from multiple sources into integrated and drillable views to tell the story from customer awareness, engagement, activation and acquisition.
• Responsible for complex analysis of business problems that lead to actional insights aligned with achieving goals

Hours and Travel

Meet travel requirements of the position. Work a flexible schedule, which may include evenings, weekends, holidays and overtime.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, stoop, kneel, crouch, crawl, and use hands to handle or feel objects. The employee frequently is required to talk and hear. The employee must lift and move up to twenty pounds. Specific vision abilities required by this job include close vision, color vision, depth perception and the ability to adjust focus. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.