Customer Experience Strategy Analyst

Power up a career with us. Our people are our greatest investments. 

 

Be the light to help us keep our customers connected.  If you are interested in a career and not just a position, Tampa Electric is the place to be! Tampa Electric offers competitive pay, a comprehensive benefits package and opportunities for growth and development in a friendly and professional work environment. We embrace diversity and the inclusion of all. We believe our differences, unique perspectives and talents are our strengths and integral to the success of our company.

 

We’re honored to serve approximately 780,000 customers across West Central Florida and safely provide them with clean, affordable and reliable electricity. We’ve been doing it for more than 100 years, and there’s so much more ahead.  

 

Join our team of energy experts as we build on that legacy through innovation, continued solar investments, cost-effective and sustainable energy solutions all while keeping top-notch customer service at the center of all we do. 

 

Tampa Electric is a subsidiary of Emera Inc., a family of energy companies which also includes TECO Peoples Gas and New Mexico Gas Company. Emera provides energy to residential and commercial customers in the United States, Canada, and the Caribbean, with career opportunities available in all of these locations. 

 

 

POSITION CONCEPT 
Responsible for supporting the development of the overall Customer Experience (CE) strategy for Tampa Electric and Peoples Gas and ensuring alignment with the overall corporate strategy. This support includes working collaboratively across both companies at all levels to proactively research, analyze, and communicate key industry trends and best practices, leading the strategic planning and prioritization of CE projects and initiatives that further the CE strategy, serving as a consultant and subject matter expert within and outside of CE to ensure alignment with the CE strategy, and providing guidance and support to accomplish goals and directives of the CE Strategy Council.

PRIMARY DUTIES & RESPONSIBILITIES
Developing, communicating, and implementing the customer experience strategy to address changing customer preferences and expectations, advancements in technology and marketing tools, and an evolving industry and customer competition.  
Utilizing customer sentiment data (e.g., JDP/Cogent) to understand trends and opportunities and ensure delivery of the Customer Experience Strategy regarding JDP driver scores.
Leveraging market/customer research, trends, and competitor analysis to ensure Tampa Electric and Peoples Gas are consistently pursuing best practice in alignment with the Customer Experience Strategy.
Providing insight into CE’s overall strategy by identifying critical questions and performing ad-hoc analyses, including providing strategic direction for the customer panels.
Providing operational and strategic insights to achieve key performance indicators and support corporate goals metrics.
Summarizing insights from analysis and clearly communicating analytical findings in a cohesive story; and articulating an argument to be presented to key stakeholders.
Building appropriate external and internal client-facing materials, including strategic plans, presentations, white papers and other documents and communications needed to ensure all activities, projects, etc. align with the Customer Experience Strategy.
Providing leadership to the CE organization and cross-functional teams on projects and strategic initiatives to ensure alignment with the CE strategy.
Assimilating and reporting metrics included on the CE corporate scorecard.
Providing direction and insights to the CE Strategy Council to support yearly projects and ensure recommendations are strategic and data-driven.

LEADERSHIP COMPETENCIES
 
•    Speaks up on Safety, Health and the Environment
•    Takes Ownership and Acts with Integrity
•    Drives Operational Excellence for Customers
•    Builds Strong, Collaborative Relationships
•    Develops People and Teams
•    Cultivates Innovation and Embraces Change
•    Thinks Strategically and Exercises Sound
•    Judgment
 

LEVEL 1 – CE STRATEGY ANALYST 

QUALIFICATIONS
Education
Required:    Bachelor’s Degree in Business, Account