Senior Manager - Customer Research

Job Title: Senior Manager - Customer Research

Reports to: Director - Digital and CX

Reports in office, 5 days to Boston, MA or Orange, CT

The salary range for this position is dependent on location and experience level ranging from  $150,000 - 189,829

Job Summary

The position of Research Senior Manager sits within the CX and Digital transformation department that services all operating companies within Avangrid Networks business. Avangrid is part of Iberdrola, a global energy leader, the number-one producer of wind power, and one of the world's biggest electricity utilities by market capitalization. The group supplies energy to over 100 million people in the countries in which it operates. We’re looking for an experienced leader who will ensure customer satisfaction and trust amongst Avangrid’s family of leading brands. In this role, you will have exposure to the company Presidents, the Networks CEO and the wider executive team by providing strategic consultation in relation to the specialist field of customer insights. This roll will be responsible for leading the overall customer research and insight’s function, managing the end to end research lifecycle and team, executive ownership of vendor relationships, setting the strategy, and directing activities to gather both qualitative and quantitative studies related to customer, brand, and UX research projects for Avangrid. This individual is an integral part of the Customer Experience and Digital Transformation management team and will be relied upon as a core team member and leader. This person will spearhead research programs to generate greater insights and knowledge of the business and customer satisfaction, continuously looking for ways to improve business operations, and ensuring that customers experience a seamless and best- in-class touchpoints when engaging with Avangrid. This position is intended for someone who is customer obsessed, consistently works to uncover opportunities to improve the brand’s reputation, and can work cross-functionally to communicate how our customers feel across different touchpoints and experiences. With customer centricity as a key pillar of our business, we need someone who will be our customers’ greatest internal advocate. The scope will include surfacing issues and coordinating with the appropriate teams to solve, as well as identifying operational gaps which need immediate fixing to provide a better journey for our customers. We are looking for someone who is data-driven, and also understands the importance of empathy and compassion as it relates to serving customers. This person is excited to speak with customers and lead a research team that will support the needs of our customer base of 3M+ households. You’ll be working on a national team alongside other team members focused on Quality, Product, Operations, Strategy and Journey Design to help achieve the team and company objectives. You will support research and customer experience strategy across all operating companies within the Avangrid company covering the current states of Maine, Connecticut, New York, Massachusetts.

Key Responsibilities

• Provide executive consultation to Networks CEO, Presidents and senior leaders on customer satisfaction trends and areas of opportunity for improvement.

• Lead team of researchers, providing leadership and guidance to ensure their success.

• Own the research and insights budget and supporting vendors and technology.

• Co-ordination of the development of strategic customer satisfaction improvement plans.

• Lead analysis of quantitative and qualitative data and presentation of findings in meaningful and easy to understand manner.

• Lead collaboration with UX designers and developers for optimal and timely resolu-tion of customer experience and recommendations.

• Lead design and execution of focus groups, field trials, and survey studies with end users.

• Lead heuristic expert evaluations and walkthroughs of customer feedback and in-sights across key touchpoints.

• Manage research vendors on externally assisted projects.

• Maintain quarterly reporting of JD Power rankings and NPS programming across Op-erating Companies and customer journeys.

• Own NPS (Net Promoter Score) – CSAT (Customer Satisfaction), and other customer metrics.

• Manage team of researchers, providing leadership and guidance to ensure their suc-cess.

• Track customer satisfaction across all channels of interaction.

• Review customer queries to determine root cause analysis and coordinate with teams to develop processes and products to mitigate such issues.

• Represent the company at industry events and conferences, and participate in thought