Iberdrola SA
Lead Analyst - Research
Iberdrola SA, Boston, Massachusetts, us, 02298
Reports to (Title): Sr. Manager of Research
Department: Customer Experience and Digital
The base salary range for this position is $84,244 to $109,518 and is dependent upon experience.
Job DescriptionJob Summary
The Avangrid Lead Analyst - Research will support the Senior Manager of Customer Research in ensuring exceptional customer experiences across Avangrid’s Operating Companies by managing CSAT and NPS tools, monitoring feedback metrics, and providing effective insights to the internal stakeholders.
Key Responsibilities
Assist the Customer Research Manager in designing research methodologies, collecting and analyzing data, and preparing reports and presentations.
Set up and configure CSAT and NPS tools to collect and analyze customer feedback effectively, both at transactional and analytical levels.
Monitor customer satisfaction metrics and trends across the Operating Companies of the group, identify areas for improvement, and propose actionable solutions to enhance the customer experience.
Collaborate with cross-functional teams to implement changes and initiatives based on customer feedback and insights.
Manage vendor onboarding and purchasing processes effectively and manage relationships with vendors providing CSAT and NPS tools, ensuring service level agreements are met and resolving any issues that arise.
Develop and maintain dashboards, reports, and presentations to communicate key customer satisfaction metrics and insights to stakeholders.
Analyze survey data using Qualtrics tools and other analytical software to generate actionable insights and recommendations.
Implement best practices for survey design, fielding and sampling methodologies, and data validation to ensure high-quality data collection.
Follow up cross-industry research on customer satisfaction (e.g. JD Power) and identify areas of improvement.
Conduct ad hoc analysis and research projects to support strategic initiatives and decision-making processes.
Follow up regulatory requirements and attend to customer satisfaction data requests in regulatory procedures, providing the necessary support to the Operating Companies.
Support the integration of the customer research data into the company’s proprietary data lake for program enhancement, and collaborate with the data team to ensure accurate data normalization and define the best approach for data management.
Stay updated on industry best practices, CSAT platforms enhancements, emerging trends, and new technologies related to customer satisfaction measurement and analysis.
Required Qualifications
5+ years of experience in customer satisfaction analysis, market research, or related roles.
Bachelor's degree in Business, Marketing, Psychology, or a related field.
Proficiency in CSAT and NPS tools (Qualtrics, JD Power Powersource, Bain Prism, etc.) setup, configuration, and monitoring.
Proficiency in data visualization tools and techniques (Power BI, MicroStrategy, etc.)
Strong analytical skills with the ability to interpret data, identify trends, and generate actionable insights.
Experience in vendor management, including contract negotiation, performance monitoring, and issue resolution.
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external vendors.
Detail-oriented with strong organizational skills and the ability to manage multiple strategic deliverables on time.
Ability to travel.
Preferred Qualifications
Deep understanding of customer needs, preferences, and behaviors, as well as the ability to empathize with customers and address concerns.
Qualifications in CSAT tools (Qualtrics, Bain Prism, etc.) and project management tools (Jira, AirTable, etc.).
Vendor management, project management, and stakeholder management experience.
Knowledge of electric and gas utility customer needs and emerging industry trends.
Ability to anticipate potential customer satisfaction challenges and address them quickly.
Demonstrated effectiveness in facilitating teams across functional areas, operating companies, and globally.
Competencies
Focused on Results
Customer Centric (internal and/or External)
Disclaimer
AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual’s sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.
Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRID Network and Corporate functions. This does not include those that will work for Avangrid Renewables.
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Department: Customer Experience and Digital
The base salary range for this position is $84,244 to $109,518 and is dependent upon experience.
Job DescriptionJob Summary
The Avangrid Lead Analyst - Research will support the Senior Manager of Customer Research in ensuring exceptional customer experiences across Avangrid’s Operating Companies by managing CSAT and NPS tools, monitoring feedback metrics, and providing effective insights to the internal stakeholders.
Key Responsibilities
Assist the Customer Research Manager in designing research methodologies, collecting and analyzing data, and preparing reports and presentations.
Set up and configure CSAT and NPS tools to collect and analyze customer feedback effectively, both at transactional and analytical levels.
Monitor customer satisfaction metrics and trends across the Operating Companies of the group, identify areas for improvement, and propose actionable solutions to enhance the customer experience.
Collaborate with cross-functional teams to implement changes and initiatives based on customer feedback and insights.
Manage vendor onboarding and purchasing processes effectively and manage relationships with vendors providing CSAT and NPS tools, ensuring service level agreements are met and resolving any issues that arise.
Develop and maintain dashboards, reports, and presentations to communicate key customer satisfaction metrics and insights to stakeholders.
Analyze survey data using Qualtrics tools and other analytical software to generate actionable insights and recommendations.
Implement best practices for survey design, fielding and sampling methodologies, and data validation to ensure high-quality data collection.
Follow up cross-industry research on customer satisfaction (e.g. JD Power) and identify areas of improvement.
Conduct ad hoc analysis and research projects to support strategic initiatives and decision-making processes.
Follow up regulatory requirements and attend to customer satisfaction data requests in regulatory procedures, providing the necessary support to the Operating Companies.
Support the integration of the customer research data into the company’s proprietary data lake for program enhancement, and collaborate with the data team to ensure accurate data normalization and define the best approach for data management.
Stay updated on industry best practices, CSAT platforms enhancements, emerging trends, and new technologies related to customer satisfaction measurement and analysis.
Required Qualifications
5+ years of experience in customer satisfaction analysis, market research, or related roles.
Bachelor's degree in Business, Marketing, Psychology, or a related field.
Proficiency in CSAT and NPS tools (Qualtrics, JD Power Powersource, Bain Prism, etc.) setup, configuration, and monitoring.
Proficiency in data visualization tools and techniques (Power BI, MicroStrategy, etc.)
Strong analytical skills with the ability to interpret data, identify trends, and generate actionable insights.
Experience in vendor management, including contract negotiation, performance monitoring, and issue resolution.
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external vendors.
Detail-oriented with strong organizational skills and the ability to manage multiple strategic deliverables on time.
Ability to travel.
Preferred Qualifications
Deep understanding of customer needs, preferences, and behaviors, as well as the ability to empathize with customers and address concerns.
Qualifications in CSAT tools (Qualtrics, Bain Prism, etc.) and project management tools (Jira, AirTable, etc.).
Vendor management, project management, and stakeholder management experience.
Knowledge of electric and gas utility customer needs and emerging industry trends.
Ability to anticipate potential customer satisfaction challenges and address them quickly.
Demonstrated effectiveness in facilitating teams across functional areas, operating companies, and globally.
Competencies
Focused on Results
Customer Centric (internal and/or External)
Disclaimer
AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual’s sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.
Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRID Network and Corporate functions. This does not include those that will work for Avangrid Renewables.
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