Customer Research Analyst

Tampa Electric Company
paid time off, tuition assistance, 401(k)
United States, Florida, Tampa
Nov 01, 2024
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 J.D. Power data Experience managing a customer panel Advancement in Progression Advancement to a higher level is based on value added to the Company through increased duties, responsibilities and accomplishments. Advancement is not automatic, i.e., based solely on time in the job, but will be based on direct observation of the team member's performance, accomplishments, qualifications and the business and/or technical needs of the department. LEVEL 2 - SENIOR CUSTOMER EXPERIENCE MARKET RESEARCH ANALYST In addition to the Customer Experience Research Analyst responsibilities, works independently with internal and external contacts on multiple research projects and has latitude for making decisions or taking actions. This role engages in the long-term strategic planning efforts for the Customer Experience strategy roadmap. Provides feedback on department performance metrics and will provide leadership, guidance, mentoring, and training to Market Research Analyst(s). Serves as subject matter expert for the market research function. ADDITIONAL DUTIES AND RESPONSIBILITIES Independently leads and plans more advanced and complex research projects, including advanced statistical calculations, and provides leadership and guidance to the team in determining the appropriate methodology and approach to tackling the research project. Serves as subject matter expert for the market research function. Provides leadership to Market Research Analysts on an on-going basis, including mentoring, and training, and contributes to performance monitoring. Participates in long term strategic planning efforts and develops plans to meet strategic and operational objectives (e.g., performance metrics). Performs scenario analyses to vet strategies against various drivers including operational needs, financial targets and human capital / resource availability. Provides oversight and monitoring to the portfolio of Customer Experience market research projects and works to manage issues across all projects and remove roadblocks as needed. 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 4 years as the CE Market Research Analyst or a minimum of 6 years' professional-level experience managing complex market research projects or studies. Preferred: 8+ years' experience in market research in Customer Experience business processes at a regulated utility. Knowledge/Skills/Abilities (KSA) Required: Advanced knowledge of market research, data analysis and statistical work Advanced knowledge of sampling, statistical and analytical principles, techniques, and procedures Advanced knowledge of 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 Ability to mentor, train, and provide leadership and direction to other research analysts. Advanced 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 J.D. Power data Experience managing a customer panel LEADERSHIP COMPETENCIES Champions Safety, Health and the Environment Takes Ownership and Acts with Integrity Drives Business Excellence for Customers Builds Collaborative Relationships Develops People and Teams Cultivates Innovation and Embraces Change Thinks Strategically and Exercises Sound Judgment WORKING CONDITIONS Some extended working hours and overnight travel required. TECO offers a competitive Benefits package!! Competitive Salary 401k Savings plan w/ company matching Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage Tuition Assistance Program Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more! STORM DUTY REQUIREMENTS....Please make sure to read below!!! Responding to stormswill beconsidered a condition of employment. TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures. TECO Energy is proud to be an Equal Opportunity Employer. TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations. In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities. Pay Transparency Non-Discrimination Statement The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) ADA policy It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s. Application accommodations Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed. Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.