Manager, Customer Experience and Advocacy - Market Research

Be Part of Our Story

Are you a storyteller? Do you have experience with analyzing data, finding the "why", and delivering the story? Are you ready to guide our company in making strategic decisions based on comprehensive customer research? If so, we have an exciting opportunity for you to join our team as a Customer Experience & Advocacy Manager, leveraging your expertise in marketing, research, and analytical thinking.

What you will do:

• Lead the design, execution, and analysis of both quantitative an qualitative customer research initiatives.
• Collaborate with cross-functional teams to understand customer needs, preferences, and behaviors related to products, pricing, and channels.
• Develop comprehensive insights that guide strategic decisions by uncovering the 'why' behind customer behaviors.
• Utilize your analytical skills to transform raw data into meaningful narratives and predictions that drive customer-centric actions.
• Spearhead the creation of insightful infographics and presentations to effectively communicate research findings to various stakeholders.

What you bring:

• 10 - 15 years proven experience in customer experience management, marketing research, or related roles.
• Expertise in translating data into compelling visualizations, infographics, and presentations.
• Proficiency in both quantitative and qualitative research methodologies.
• Strong analytical skills with the ability to extract actionable insights from complex data sets.
• Excellent communication skills, capable of conveying complex information in an easily understandable manner.

*Full job description*

Position Description

 Manages, directs and leads a team responsible for developing and executing engagement strategies for TEP, UNSE and UNSG’s Commercial and Residential customers that enhance the customer’s overall experience. The strategy(s) are based on the Voice of the Customer and leverage customer feedback into actionable responses that increase customer satisfaction. The team will be responsible for providing insight to company leadership on best practices for strategic planning, market segmentation, and general oversight of customer satisfaction measures and implementation. The leader will assist with fostering a customer-centric mindset throughout US and ensure that all customer programs, services, and interactions are aligned and executed with a single-voice across all departments. It will successfully integrate an ‘outside-in’ mindset and ensure all customer programs, services and interactions are aligned and executed successfully to facilitate commercial growth and increase customer satisfaction, drive customer engagement, and uncover new revenues. Overall, the Manager and the team works closely across multiple business units to develop and implement initiatives that present a more integrated and considerate face to the marketplace, reduce the effort customers expend to do business with TEP/UES, facilitate profitable growth, increase customer loyalty, and decrease customer complaints. The Manager utilizes the Customer Experience governance process and structure to gain alignment for customer strategy throughout UNS. The Manager leads the Customer Support Group level for the CX governance process.

 The Manager and team conduct research, analyze, implement, and ensure measurement of performance of profitable products, services and programs which meet the needs of customers. Manager stays current with technology trends and incorporates them into departmental capabilities where cost effective and appropriate to increase customer satisfaction successfully to facilitate commercial growth and increase customer satisfaction, drive customer engagement, and uncover new revenues.

 The Manager fosters a team environment that thrives through living their mission and demonstrating the UNS values. By relying on strong leadership principles and business acumen, they do the right thing. Cross company collaboration and a willingness to assist by sharing knowledge and resources creates a team that actively participates in achieving operational excellence across the company. Continuous learning is modeled and encouraged. The Manager successfully motivates team members to provide extra value with each initiative. Active engagement is achieved through showing respect and listening to all employees, creating a safe place to share opinions, and demonstrating that our differences make us stronger.

 

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