Manager, Customer Experience and Advocacy - Market Research

UNS Energy Corporation, headquartered in Tucson, Arizona, is a subsidiary of Fortis Inc., the largest investor-owned electric and gas distribution utility in Canada. Our public utility subsidiaries, Tucson Electric Power Company, UNS Electric, Inc. and UNS Gas, Inc., power our economy by providing electric and gas service to nearly 700,000 customers in Arizona.

We embrace a spirit of giving, dedicated to improving quality of life in the communities we have served for generations, and in TEP's case, since the 1890s. We're building a cleaner, greener grid, with more wind and solar power than ever before, while maintaining safe, reliable, and affordable service.

Our culture is rooted in shared core values that define how we work and who we are. Our team of innovative professionals bring their authentic selves to work each day to power our vision and make a difference. Be Part of Our Story.

We create opportunities for employees to thrive through:

• Continual growth: In an industry changing faster than ever before, our commitment to professional growth and leadership development means we never stop challenging ourselves to explore new possibilities.
• Active Engagement: We support a collaborative environment, with peer-to-peer learning and employee-driven groups that foster an inclusive culture.
• Total compensation: UNS Energy Corporation also offers a competitive compensation and benefits package that includes a 401k plan with a generous company match, a company-sponsored pension plan, affordable individual and family health insurance plans, tuition assistance, life insurance, long-term disability insurance and much more.

Hear from some of our employees, here and here.

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.

Position-Related Responsibilities

• Manages, directs, and leads the Customer Experience and Advocacy team.
• Ensures Customer teams are communicating and soliciting feedback from other company departments regarding Customer insight and engagement. Utilizes the CX governance structure.
• Ensures Customer Experience and Advocacy is aware of Customer Initiatives Company wide and helps all customer initiatives build on one another. Utilizes the CX governance structure.
• Actively supports Corporate Communication with approved Customer communications and outreach.
• Advocates for our customers in an effort to "make it easier to do business with the companies" by recommending and facilitating strategic changes.
• Defines, develops, and oversees implementation of a portfolio of initiatives designed to improve the customer experience across the organization by leading the CX Support Team within the CX governance structure.
• Works cross-functionally with business partners to affect change via people, policy or system changes with the customer in mind while effectively collaborating with leaders across the company.
• Facilitates workshops, sessions, and meetings skillfully leading diverse teams through discovery, co-creation, and recommendations.
• Drives focus, prioritization, execution, and accountability for identifying and fixing the most impactful customer experience gaps for residential and commercial segments as measured by increases in customer satisfaction scores.
• Key provider and manager for customer analytics; leverages customer data to identify key opportunities for improving the customer experience and increasing customer satisfaction. Oversees primary research initiatives for customer satisfaction and other customer tracking studies.
• Improves and enhances team engagement and empowerment to reduce customer complaints.
• Partners with Marketing, Transmission and Distribution, IT, HR and Customer Service organizations to drive connectivity between customer experience, customer care and customer satisfaction initiatives.
• Collaborating with Emerging Technology & Innovation, ensures corporate success in existing regulated and/or unregulated energy markets by anticipating customers' needs and providing logical, consistent, relevant products, services and programs that address specific market segments, are financially beneficial to the Company, and differentiates the Company internally and externally as a customer-driven organization.
• Contributes to the promotion, leadership, and management of all commercial and business strategies among the UNS Energy utilities.
• Leverages knowledge of industry best practices and regulatory changes to establish business objectives that meet the changing environment by establishing professional relationships with regulators, key customers, other publics, vendors, and consultants.
• Develops and aligns Customer KPIs within PEP measurement framework.
• Develops expert knowledge and understanding of TEP's and UES' commission approved Rules & Regulations, company policies and tariffs.
• Represents the Company at various industry meetings, conferences, and events. Communicates appropriate corporate and management information to team.
• Views the customer comprehensively across all UNS companies; recommends customer strategic direction.
• Manages customer intelligence.
• Encourages strategic solutions through cross-functional participation.
• Travels as necessary.

Knowledge, Skills & Abilities

(Equivalent combination of education and experience will be considered.)

• Working knowledge of electric industry - demand energy, electric energy options (i.e. self-generation), ACC and FERC regulatory issues, deregulation, electric pricing.
• Working knowledge of the technical principles of electric delivery systems and their impact on commercial customer processes and energy needs
• Must have the ability to understand the customer's business processes and related energy needs and translate them into smart strategic initiatives.
• Must have strong business acumen and a track record of successful decision making.
• Must have knowledge of CX principles, strategies and successful tactics and experience applying them.
• Must have experience developing hypothesis, researching, analyzing data, and making data-based recommendations and the ability to teach these skills to others.
• Must have excellent written and verbal communication skills and the ability to work effectively with customers and cross-functionally at all levels of company personnel.
• Demonstrated ability to work independently, as well as in a team environment
• Ensure that the Company's management principles, policies and programs are consistently practiced and continually support the Affirmative Action Plan.
• Establish and monitor annual budgets.
• Hire, motivate, lead, coach and develop team members. Lead in a manner that fosters full engagement for each team members.
• Ensure DEI principles are practiced
• Ensure that the Performance Management program is administered uniformly and effectively.

Minimum Qualifications

• Bachelor's degree in finance, economics, applied mathematics, business, marketing, engineering, or related field.
• 10-15 years of relevant experience with exhibited technical competence, or equivalent combination of education and experience
• Strong business acumen
• Requires excellent verbal and written skills, public speaking, and strong interpersonal skills.
• Requires strong management and leadership abilities.

Preferred Qualifications

• Master's degree in management, research, or related field
• 10 - 15 years of relevant experience in the utility industry with exhibited technical competence, or equivalent combination of education and experience.
• Customer Experience certification or demonstrated experience.
• Through knowledge or regulatory recovery process, communications, personnel procedure, budgeting and general company policies and procedures.

Pay Rate: $125,000 - $150,000/yr+ Depending on experience

All job offers are contingent on successful completion of a pre-employment drug screen and background check.

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