Data Scientist - Customer Service Analytics - Akron, Fairmont, Greensburg, Reading

About the role

FirstEnergy at a Glance: We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger. FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

About The Opportunity: This is an open position with FirstEnergy Service Co., a subsidiary of FirstEnergy Corp. The Data Scientist on the Customer Analytics and Reporting team transforms data into actionable insights that drive strategic, operational, and customer-focused decision making across Customer Care. This role combines advanced analytics, statistical modeling, business intelligence, and data engineering practices to identify opportunities, solve complex business problems, and enhance the customer experience. The position partners closely with business stakeholders, IT, vendors, and leadership to develop analytical solutions, build scalable data assets, and deliver data-driven recommendations. The role is also responsible for supporting data architecture, maintaining analytics-ready datasets, and ensuring adherence to data governance principles and best practices.

Location: This position can be located in Akron, Fairmont, Greensburg, or Reading.

Note: The selected candidate may be offered a position within the same job family at a level lower than posted, determined based on interview results considering skills, work history, experience level, and other relevant qualifications.

Responsibilities

• Analyze large and complex datasets to identify trends, customer behaviors, operational opportunities, and business insights.
• Develop statistical models, forecasting solutions, segmentation frameworks, and predictive analytics to support customer and business outcomes.
• Design, develop, optimize, and maintain data pipelines and transformation logic that turn raw source data into clean, analytics-ready datasets.
• Develop and maintain dimensional data models and curated datasets that support Power BI reporting, self-service analytics, and advanced analytical use cases.
• Partner with business stakeholders to translate business challenges into analytical solutions and actionable recommendations.
• Write and optimize complex SQL queries against large-scale data platforms to support reporting, analysis, and model development.
• Build dashboards, visualizations, and analytical tools that communicate findings and enable data-driven decision making.
• Evaluate and monitor model performance, data quality, and analytical outputs to ensure reliability, accuracy, and business value.
• Establish and promote data governance standards including documentation, data definitions, naming conventions, and version control practices.
• Collaborate with IT and business partners to identify opportunities for automation, process improvement, and scalable data solutions.
• Present insights, findings, and recommendations to leaders and non-technical audiences in