Manager, Market Research and Customer Experience Insights

Requisition ID: 16811

 

Join us in building a better future for Arizona!

SRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power and named one of Arizona's best employers by Forbes. SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona.

 

Why Work at SRP

SRP's success is rooted in our employees' happiness, health, and safety. That's why we offer a comprehensive benefits package to meet the needs of our employees and enhance their well-being. In addition to competitive pay and performance incentives, eligible employees can take advantage of the following benefits:

• Pension Plan (at no cost to the employee)
• 401(k) plan with employer matching
• Available your first day: Medical, vision, dental, and life insurance
• Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave)
• Parental leave (up to 4 weeks) and adoption assistance
• Wellness programs (including access to a recreation and fitness facility)
• Short and long-term disability plans
• Tuition assistance for both undergraduate and graduate programs
• 10 Employee Resource Groups for career development, community service, and networking

 

Summary

The Market Research and Customer Experience Insights Manager lays the groundwork for our excellent product and service experiences by defining and implementing our voice of customer strategies. They lead a team of researchers that engages in internal product and service discussions, translating customer usage and feedback into actionable insights and future innovation. This manager and their team craft new insights through data analysis and market research, and by applying these to the business context. They shape the SRP brand strategy and influence the customer experience as well as other key business decisions through strong teaming and collaboration. They serve as an ambassador for the voice of the customer and share insights across the organization openly.
 

What You'll Do

• Impact the strategic direction of the brand by translating data analysis and market/customer research findings into meaningful insights and recommendations aligned to the needs of business partners. 
• Design and oversee qualitative and quantitative research methodology and techniques; and implement research plans for all stages of a customer life cycle. 
• Apply internal consulting skills including consultative listening, problem definition, scope negotiation, weighing tradeoffs and management of internal client expectations. 
• Collaborate with business partners and team members to translate business questions into research designs, analytics plans and customized reports
• Experience independently leading and managing end-to-end research, from scoping to planning, executing and reporting to meet business insights needs. 
• Actively cultivate strong, positive internal partnerships with cross-functional business partners. 
• Communicate complex information in a clear, concise and meaningful way to add relevance and impact. 
• Serves an influencer, representing the Voice of our Customers through compelling storytelling and presents research findings and recommendations in a compelling manner to drive action and decision-making.  
• Proactively lead multiple projects, actively prioritize effort and proactively communicate progress. 
• Effectively manage a team of researchers, external partners and vendors to deliver the highest quality results in both primary and secondary research.  
• Maintain the highest standards of integrity and remain audit-ready with data governance and market research management displaying commitment to high quality, cost effective and timely research. 
• Understands and has deep experience in research approaches including market segmentation, customer opinion studies, tracking studies, sampling plans and statistical analysis, customer journey maps, ethnographic interviews to investigate market conditions and determine opportunities and better understand our customer experience.
• Stays abreast of new tools, techniques and solutions in the marketing research/user research industry such as the use of AI (artificial intelligence), neuroscience, behavioral economics, etc.
• Ensure key insights are converted into actionable recommendations for cross-functional internal business partners