TECO Energy
Customer Research Analyst
TECO Energy, Tampa, Florida, us, 33646
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 storms will be considered 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.
Nearest Major Market:
Tampa
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 storms will be considered 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.
Nearest Major Market:
Tampa