Duquesne Light
Customer Insights Manager
Duquesne Light, Pittsburgh, Pennsylvania, us, 15289
Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!The
Manager of Customer Insights
will have deep knowledge and understanding of our customers' needs, preferences and behaviors and will lead a team in collecting, analyzing and interpreting customer data through research, segmentation and journey mapping to drive our customer strategy and enhance customer satisfaction. The ideal candidate will have strong analytical and interpersonal skills to help others with translating insights into action to achieve our customer-centricity objectives.Location:
Hybrid, Downtown Pittsburgh, PAResponsibilities:Oversee the multi-faceted voice of customer strategy. Collect, analyze and report key findings to the various stakeholders in the organization and use it to inform critical business decisions and strategy, as well as product enhancements.Develop and maintain strong relationships with internal stakeholders across the enterprise to embed and activate insights. Serve as a resource to provide usable data and practical knowledge to inform business decisions and strategy.Manage relationships with external research partners and other vendors to optimize partnerships and adoption of insights and analytics tools.Develop a sustainable and repeatable program for customer journey mapping including improvement of people, process and technology solutions that optimize the customer experience and drive customer satisfaction.Educate others in the company about our customer segmentation and personas to drive customer program adoption, create efficiencies with customer outreach, inform the business strategy and more.Manage and develop a Customer Insights Associate(s) to serve as a subject matter expert and insights resource across the organization, to optimize our vendor relationships and advance the customer experience vision for DLC.Translate internal business needs and knowledge gaps into research objectives and outcomes needed and serve as a liaison between the business and external research partners.Partner with the business to develop new policies and procedures that align with our understanding of the customer and vision for customer centricity.Present findings and recommendations to senior leadership to support strategic planning and customer experience initiatives.Promote a customer-centric culture through shared awareness of customer insights and development of customer ambassadors through training and development.Partner with the Customer Data & Analytics team to develop robust customer and business strategy insights.Lead and/or actively participate in cross-functional strategic imperatives, as needed, to advance the company's vision for a larger than light, clean energy future for all.Familiarity with Pennsylvania Public Utility Commission regulations.Education/ Experience:Bachelor of Science degree in Business Administration, Marketing, Analytics, or other applicable discipline requiredMaster's degree preferredSeven (7+) or more years' industry experience in marketing, customer service, or customer engagement requiredThree (3+) or more years of prior management experience is preferred.EQUAL OPPORTUNITY EMPLOYERDuquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at HR@ and describe the specific accommodation requested for a disability-related limitation.
Manager of Customer Insights
will have deep knowledge and understanding of our customers' needs, preferences and behaviors and will lead a team in collecting, analyzing and interpreting customer data through research, segmentation and journey mapping to drive our customer strategy and enhance customer satisfaction. The ideal candidate will have strong analytical and interpersonal skills to help others with translating insights into action to achieve our customer-centricity objectives.Location:
Hybrid, Downtown Pittsburgh, PAResponsibilities:Oversee the multi-faceted voice of customer strategy. Collect, analyze and report key findings to the various stakeholders in the organization and use it to inform critical business decisions and strategy, as well as product enhancements.Develop and maintain strong relationships with internal stakeholders across the enterprise to embed and activate insights. Serve as a resource to provide usable data and practical knowledge to inform business decisions and strategy.Manage relationships with external research partners and other vendors to optimize partnerships and adoption of insights and analytics tools.Develop a sustainable and repeatable program for customer journey mapping including improvement of people, process and technology solutions that optimize the customer experience and drive customer satisfaction.Educate others in the company about our customer segmentation and personas to drive customer program adoption, create efficiencies with customer outreach, inform the business strategy and more.Manage and develop a Customer Insights Associate(s) to serve as a subject matter expert and insights resource across the organization, to optimize our vendor relationships and advance the customer experience vision for DLC.Translate internal business needs and knowledge gaps into research objectives and outcomes needed and serve as a liaison between the business and external research partners.Partner with the business to develop new policies and procedures that align with our understanding of the customer and vision for customer centricity.Present findings and recommendations to senior leadership to support strategic planning and customer experience initiatives.Promote a customer-centric culture through shared awareness of customer insights and development of customer ambassadors through training and development.Partner with the Customer Data & Analytics team to develop robust customer and business strategy insights.Lead and/or actively participate in cross-functional strategic imperatives, as needed, to advance the company's vision for a larger than light, clean energy future for all.Familiarity with Pennsylvania Public Utility Commission regulations.Education/ Experience:Bachelor of Science degree in Business Administration, Marketing, Analytics, or other applicable discipline requiredMaster's degree preferredSeven (7+) or more years' industry experience in marketing, customer service, or customer engagement requiredThree (3+) or more years of prior management experience is preferred.EQUAL OPPORTUNITY EMPLOYERDuquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at HR@ and describe the specific accommodation requested for a disability-related limitation.