Customer Research Analyst

Title: Customer Research Analyst 
Company: Tampa Electric Company 
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days

 

 

POSITION CONCEPT 
The Customer Experience Market Research Analyst will coordinate and conduct complex market research, including qualitative and quantitative studies, to understand and measure customer satisfaction, behaviors and preferences to evaluate the effectiveness of marketing efforts, potential and current customer solutions, and/or customer experience impacts to business decisions and strategies. Conduct research, perform analysis, and collaborate with business subject matter experts to turn data into actionable insights. Also monitor voice of the customer data for trends and events and make recommendations that enable the organization to improve the customer experience and business strategy.

LEVEL I – CUSTOMER EXPERIENCE MARKET RESEARCH ANALYST 
Works independently with internal and external contacts on multiple market research projects.

 

PRIMARY DUTIES AND RESPONSIBILITIES

• Independently plans research proposals and designs and conducts all phases of market research including sample selection, data collection, data analysis and presentation of results and recommendations.  Uses both qualitative and quantitative research methodologies for customer research projects and studies (e.g., quantitative surveys, focus groups, in-depth interviews, journey mapping, etc.).  Summarizes customer feedback and research findings that provide actionable insights to all levels of management. 
• Provides input to corporate goals and recommends performance improvement initiatives based on results derived from research projects. 
• Provides consultation services on customer and employee research to internal customers, including the Customer Experience Strategy Council.
• Analyzes a variety of Voice of the Customer data sources (e.g., J.D. Power, Cogent, customer surveys, etc.) for dissemination of key highlights and customer insights. Actively monitors emerging trends within both quantitative and qualitative data sets.
• Research situations which negatively impact the customer experience and provide clarity on where processes and systems are breaking down. Creates compelling stories and presentations about customer pain points.
• Provides input on overall portfolio of Customer Experience market research projects. 
• Utilizes organizational relationships and leadership skills to resolve issues to ensure company goals and research requirements are met. 
• Develops the Requests for Proposals (RFP’s) and Request for Quotes to conduct various types of qualitative and quantitative market research studies and assists in preparing selection recommendations. Manages the external consultant to complete work as outlined for market research project.

QUALIFICATIONS

Education  

• Required:       Bachelor’s degree in Social Psychology, Sociology, Marketing, Statistics, Public Health, Economics, Business, Communications, or associated discipline from an accredited institution. May consider equivalent years of additional experience in combination with an Associate’s degree.
• Preferred:     Master’s degree in one of the above listed fields.

Experience     

• Required:    Minimum of 2 years of professional-level experience in market research, data analysis, and consumer insights.  
• Preferred:      5+ years’ experience in market research in Customer Experience business processes at a regulated utility. 

Knowledge/Skills/Abilities (KSA) 

Required:    

• Knowledge of market research, data analysis and statistical work
• Knowledge of sampling, statistical and analytical principles, techniques, and procedures
• Knowledge of the principles, methods and techniques used in conducting social science research, such as focus groups and in-depth interviewing
• Ability to independently plan, prioritize and organize multiple complex research projects
• Possess strong collaboration qualities including excellent oral and written communication skills and team building skills
• Ability to devise new approaches and solutions to problems encountered
• High degree of judgement and problem solving is required, as well as strong relationship building at all levels of the organization
• Knowledge of MS Excel

Preferred: 

• Market research knowledge in a Customer Experience utility environment highly desirable
• Experience with quantitative and qualitative statistical software platforms
• Experience with online survey platforms, such as Qualtrics
• Experience with