Sr Customer Insights Analyst

Job Description

Description

Be a part of something powerful at America's leading energy provider!

At Exelon, our people are the heart and soul of our business. Whether it's powering lives, supporting communities or collaborating with colleagues, an Exelon employee is talented, compassionate, forward-thinking and inspired. We are a Fortune 200 company united by our values and shared vision for a cleaner and brighter future. We encourage curiosity, value diverse perspectives and we never stop looking for ways to be, work and do better. We know the future is in our hands. That's why we're looking for people like you, who have the power to make a difference.

As the nation's largest utility company, we serve more than 10 million customers through six fully regulated transmission and distribution utilities -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco). All 18,000 of us are committed to delivering safe, reliable and affordable energy to our customers, strengthening our communities, supporting a clean energy future and reducing our impact on the changing climate.

Our people are empowered to evolve and advance their careers in an open and inclusive environment. We pride ourselves on being the kind of place where people want to come, stay and grow -- whether that's in the role and path they start in or in new and exciting career opportunities across our business. We know that investing in our employees' futures strengthens ours, which is why we offer competitive compensation, incentives, opportunities for career path changes, and health and retirement benefits.

PRIMARY PURPOSE OF POSITION

Develop, implement, and communicate the results of research projects designed to improve the customer experience and enhance customer satisfaction.  Manage a diverse set of research projects across the three PHI utilities, including (a) customer satisfaction measurement, tracking and benchmarking, (b) image and brand equity research, (c) needs-based market segmentation, (d) new product and service concept testing, (e) customer assessment of products and services, (f) ad and copy testing, and (g) communications and issues management research. Manage internal client and vendor relationships in the design and execution of research projects. Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.

This is a hybrid remote position not a fully remote position, the successful candidate will be required to report to the Washington DC office at least two to three days a week!

PRIMARY DUTIES AND ACCOUNTABILITIES

• Directs and conducts research projects and develops strategic and tactical insights as they relate to the company. Provides timely and actionable research findings to line/functional managers.   Communicates results, highlighting opportunities to improve performance and metrics. (50%)

• Works with the company's business areas within the three PHI utilities to assess their customer information needs and structure projects to achieve these goals. Assists line/functional managers in the interpretation of research findings and opportunities to enhance the customer relationship with the company. (15%)

• Oversee aspects of the company’s Voice of the Customer system, including survey design and online dashboards (20%)

• Effectively satisfy client ad hoc requests for specific customer information needs. (15%)

JOB SCOPE

• Oversee and direct the activities of market research consultants consistent with contractual requirements.

• Support the customer insights needs of internal clients and manage their expectations.

• Participate in teams to identify courses of action consistent with research findings and implement approved action plans.

• Support the information needs of numerous company departments to facilitate decision-making.

• Strong communications skills needed to communicate results through PowerPoint, research reports, and online presentations.

Qualifications

MINIMUM QUALIFICATIONS

• Education: Bachelor's degree required in customer insights, market research, marketing, statistics, economics, psychology or computer science or equivalent business experience.
• Experience: 5-8 years in customer insights, marketing research, customer relationship management, knowledge management and new business opportunity analyses.
• Analytical Abilities: Proven ability to manage and conduct research, extrapolate and integrate data, extract insights and draw conclusions, and provide clear, concise reports. Proven ability to apply findings to both strategic and tactical marketing plans.
• Technical Knowledge: Understands the fundamentals of customer insights, marketing research and market analysis. Applies systematic approach to work. Computer literate in Microsoft Office Suite of products. Working knowledge of statistical software packages.
• Communication Skills: Ability to translate research, customer insights and data analysis findings into coherent conclusions and actionable recommendations. Good oral and written communication skills.

PREFERRED QUALIFICATIONS

• Master's degree in Business Administration, Market Research or Marketing.

• Experience with Voice of the Customer systems, including online survey approaches, sampling and dashboard design

• Knowledge of the energy industry or customer insights best practices.