Manager of Customer Research and Insights (Hybrid in MI)

Manager of Customer Research and Insights (Hybrid in MI)

Vacancy expired!

The Customer Research team focuses on collecting customer feedback about interactions customers have with the company, customer experiences with a comprehensive portfolio of commercial and residential programs and services, overall brand perceptions of Consumers Energy, and conducting segmentation and message development research. The team collaborates with internal and external stakeholders including Marketing, Utility Operations, Corporate Communications, Renewable Energy, and Energy Waste Reduction to ensure Consumers Energy provides an exceptional customer experience.

JOB DESCRIPTION/RESPONSIBILITIES

The Mgr. Customer Research & Insights will work within a team setting to develop a consolidated voice of the customer and a message testing process to deliver insights applicable to various areas of the company. We’ll need you to be passionate about improving customer experiences and proficient in collecting, analyzing, interpreting, and presenting information in a manner that provides actionable recommendations.

Primary duties and responsibilities:

• Represent the voice of the customer to improve program design, customer experiences, and communication strategies.
• Development and implementation of a message testing process to assess branding, promotional, and operational communications.
• Management of the Brand Health and Advertising Tracking survey. This is a monthly survey performed to assess perceptions of Consumers Energy’s brand equity and performance of various advertising campaigns.
• Oversee management of residential and business customer panels.
• Oversee analysis of J.D. Power and/or other syndicated data sources to provide insights that support marketing activities and customer experience improvement initiatives.
• Provide supervision to at least one employee who will report to you and support the projects for which you are responsible
• Other duties as assigned

This position will be located at OEP or remote.

Required Qualifications:

• B.A./B.S. or higher, preferably in the fields of Market Research, Marketing, Business, Social Science (with quantitative research background), Statistics, relevant discipline or equivalent experience
• Minimum of 8 years’ experience conducting research and analysis in a business environment
• Solid understanding of quantitative and qualitative research techniques with the ability to determine optimal research approaches to meet given objectives.
• Strong quantitative background with the ability to independently analyze data, draw sound conclusions, and make appropriate decisions and recommendations.
• Ability to apply a variety of statistical techniques like regression, factor analysis, tests for difference, decision trees, etc.
• Experience with all aspects of customer research project management including proposal development, consultant selection, survey sampling, data collection, data analysis and reporting.
• Ability to consolidate results from various studies to provide a holistic perspective of the customers point of view
• Excellent organizational and people skills with an ability to openly convey information to team members in a timely, concise manner
• Ability to interface with a diverse population, multiple levels of an organization and various business functions
• A creative problem solver with the ability to be an active and effective participant on cross functional teams.
• Ability to effectively manage multiple ongoing projects simultaneously.
• Strong attention to detail, but also the ability to see beyond the details of your own responsibilities and understand broader company goals and strategies.
• Self-motivated, independent, and resourceful.
• Ability to make judgments when facing ambiguity.
• Proficient in using Microsoft Office programs, Tableau, and SPSS or R analytical software.
• Strong communication and presentation skills both written and verbal.

Preferred Qualifications:

• Lean certification and/or experience with process improvement methodologies
• Agile methodology

ESSENTIAL FUNCTIONS

• Collect and analyze of information from various sources to inform business decisions and actions – market intelligence, competitive intelligence, and market research.
• Conduct primary research to present discoveries and analysis as coherent recommendations to various company departments and senior leadership.
• Suggest and implement research sources/methods, and analytical techniques (both quantitative and qualitative).
• Design questionnaire and other data collection instruments.
• The ability to operate effectively as a member of a collaborative team within the Agile method of project management