Senior Analyst- Customer Insights and Programs

Senior Analyst – Customer Insights and Programs

Our Customer Insights and Programs team collects, shares, and drives action from residential and business customer feedback. We seek a Senior Analyst to translate customer insights into clear, tangible, and measurable actions. You will develop action plans based on customer data-driven insights with subject matter experts, including establishing program goals and measures to improve our overall customer experience and engagement.

A day in the life of a Senior Analyst may include:

General CX Functions

• Work with cross-functional groups and external third parties
• Understand the emotional and behavioral drivers of customer experience and engagement and use data and feedback to create a customer-centric design
• Designs and delivers presentations, workshops, and training regarding customer programs to internal and external interests

Market Research Functions

• Explore and examine a variety of data to determine and identify customer insights and improvement opportunities
• Capture, analyze, and measure behaviors through customer and employee voice and sentiment analytics programs

Program Management Functions

• Understand the emotional and behavioral drivers of customer experience and engagement and use data and feedback to create a customer-centric design
• Support data-driven solutions to the most pressing challenges facing our customers
• Recommend cost-effective changes to existing processes and strategies
• Manages programs through product development, launch, operations, and lifecycles
• Identify product improvement needs based on customer research, marketing, sales feedback, and program measurements
• Conduct gap analysis and ideation sessions to identify customer-focused continuous improvement opportunities
• Develop and implement strategies to communicate and market programs focused on driving engagement and satisfaction
• Makes recommendations for marketing campaign development and effectiveness measures
• Instrumental role in achieving organizational targets
• Develop demographic personas that apply to different programs to inform the development of marketing briefs
• Prepare marketing briefs with key messages and insights to be used by Public Affairs communication teams
• Assist program managers with the development of logic models documenting program design and market interventions, theory of customer decision-making, and measures of success for market interventions

Who You Are:

• Relevant and progressively responsible experience in a data analytics capacity (e.g., collecting, aggregating, analyzing, and interpreting data)
• Ability to understand the emotional and behavioral drivers of customer experience and engagement, and use data to create customer-centric designs and programs
• Ability to develop data visuals to communicate customer research and insights and inspire action
• Ability to capture, manage, and analyze customer data and insights to deliver a holistic view of the customer experience
• Ability to develop marketing strategies to achieve program engagement objectives
• Ability to collaborate with a variety of stakeholder groups to successfully drive customer programs

Who We Are:

• Colorado Springs Utilities is one of the largest four-service public utilities in the nation (over 500,000 customers)
• A national leader in reliability (power on an average of 99.991% of the time)
• Diamond Designation recipient from the American Public Power Association – a utility sector leader in reliability, safety, workforce development, and system improvements
• Located at the base of the Rocky Mountains in the most desired city to live in the United States (U.S. News & World Report, 202

Our Commitment to Our Employees… Our people are the heart and soul of Colorado Springs Utilities. They keep the lights on, gas flowing, water coming in, and wastewater leaving. We do not just say people are important – we prove it! That’s why we are honored to invest in protecting the health and financial security of our employees and their families through our rich benefits program.

• Time Off – Because everybody needs time off to recharge
  
  • Vacation – New employees accrue 13 days of paid time off to start, while our more tenured employees accrue 24 days per year
  • Personal Leave –3 days per year of personal leave
  • Paid Holidays –12 paid holidays per year
  • Sick Leave – Accrue 12 days of sick leave annually for those days when you or a family member is feeling under the weather
  • Vacation Buy – Purc