Products and Services Specialist

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Build an exciting, rewarding career with us - help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

This position supports the management and daytoday operations of Duke Energy and Piedmont Home Protection products, programs, and services. These offerings support Duke Energy's residential customer base and contribute roughly $150 million in annual revenue across all jurisdictions and affiliates. The role serves as a key representative for the Residential Solutions and Piedmont business units, providing expertise in program management, service offerings, marketing support, data insights, and process optimization.

The ideal candidate has strong knowledge of product development processes, market research, and client relationship management. This role partners closely with crossfunctional teams to drive product innovation, enhance service delivery, and improve overall customer satisfaction.

Additional responsibilities include supporting marketing analytics, sales performance reporting, and campaign measurement to guide promotional strategy and contribute to program growth across all channels. Analytical work will help identify customer segment nuances and support strategic targeting to increase portfolio engagement.

This role also collaborates with internal partners to coordinate collateral for promotions, programs, and products. A working knowledge of Residential Solutions programs-including system processes, service and installation fulfillment, and invoicing-is essential.

The position assists in training efforts, helping teams adopt new processes and procedures tied to updated policies and new initiatives. The role may occasionally act as a liaison with internal and external partners.

Projects/Reporting

• Design diagnostic tools and reports for deeper understanding of performance and financial impact

• Support product lifecycle from ideation to launch, including research, documentation, governance support as well as planning and execution

• Contribute information & ideas for product/program/service plans designed to deliver expected financial results within budget guidelines

• Develop stakeholder relationships (vendor, market insights, campaign management, finance, regulatory, program performance) that support program plans and performance initiatives

• Recommend improvements or tests which improve customer response rates, lower acquisition expense, and reduce loss cost

• Coordinate and track proper follow up on system defects

• Provide input to product/program/services support teams for operational improvements

Operations

• Develop, manage and maintain program documentation of financial performance

• Monitor product performance, analyze sales data, and gather customer feedback to identify areas for improvement and optimize product offerings

• Stay informed about industry trends, emerging technologies, and competitive developments to identify new business opportunities and stay ahead of the curve

• Collaborate with cross-functional teams, including marketing, sales, operations, and customer support, to ensure seamless execution of product and service initiatives

• Develop and implement processes for program performance reconciliation and validation

• Support processes for invoicing, processing and reconciliation

• Work with internal and external stakeholders to coordinate events and activities

• Create reports to analyze KPI information, prepare a summary of findings that lead to actionable improvement recommendations

• Coordinate and facilitate training for internal and external stakeholders

• Administer contract terms and track compliance

• Audit to call recordings to ensure compliance with customer interaction

• Interface with stakeholders to obtain and report customer satisfaction results

• Provide draft accrual submission

Administration

• Understand and monitor issues impacting assigned programs including items like financial challenges, regulatory constraints, code & standard modifications, technology, and environmental standards which impact offerings. Formulate recommendations to address negative impacts and deliver a compelling case for the proposed modifications.

• Evaluate program outreach/engagement strategies and results to develop future research improvement initiatives

• Bachelors degree in Business Administration, Engineering, Finance, Marketing or related degree

• In lieu of Bachelors degree(s) listed above, High School/GED degree AND 5 year(s) related work experience

• Bachelors degree

• In addition to desired degree, 1-year related work experience

• Business operation experience

• Demonstrated excellent interpersonal skills including communications skills, presentation skills, conflict resolution and management skills

• Proficient in Microsoft Office software tools

• Experienced in Power BI for data visualization and analysis

• Excellent leadership skills and good facilitation skills at all levels, both internally and externally to Duke Energy

• Experience working in utility regulatory environment

• Comprehensive financial and business acumen

• Analytics capability/ proven ability to analyze market and financial data and research to develop successful customer and product strategies and plans, e.g., market research, market strategy, competitive intelligence, product management, project development

• Proven project management skills

• Demonstrated ability to learn new systems

• Experience successfully working in a team environment to achieve shared goals

• Strong analytical skills with the ability to interpret data, analyze market trends, and make data-driven decisions

• Excellent communication, presentation, and interpersonal skills

• Ability to manage multiple projects simultaneously and prioritize effectively in a fast-paced environment

• Hybrid Mobility Classification - Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees should live within a reasonable dailycommute to the assigned Duke Energy facility.

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