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. Manage a diverse set of research projects, 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 and demand forecasting, (e) customer assessment of products and services, (f) ad and copy testing, (g) communications and issues management research, and (h) industry assessment. Manage internal client and vendor relationships in the design and execution of research projects. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

The Senior Customer Insights Analyst plays a key role in our efforts to improve the customer experience by measuring performance, understanding customer needs and identifying ways that we can improve.  In addition to ongoing research, the Analyst will manage new projects including both qualitative and quantitative research related to energy efficiency, communications, or process improvement.  The ideal candidate is well organized, can work both collaboratively and alone as needed, is deadline driven, communicates well with a variety of audiences and thrives in a fast-paced environment.     

PRIMARY DUTIES AND ACCOUNTABILITIES

• Directs and conducts research projects and customer assessments and draws strategic and tactical insights as they relate to the company. Provides timely and actionable research findings to line/functional managers. (45%)
• Works with the company's business areas to assess their needs for customer information and structures projects to achieve these specific goals. Assists line/functional managers in the interpretation of research findings. (25%)
• Works with the company's various lines of business to assess opportunities to enhance the customer relationship with the company. (10%)
• Support business planning teams with statistically sound existing and emerging market assessments, providing the foundation for sales planning and goal targets. Effectively satisfy client ad hoc requests for specific customer information needs. (10%)
• Selects and manages market research and data mining vendors and consultants. (10%)

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.

Qualifications

Hybrid work expectations: The successful candidate will need to come in person to the Edison Place office in Washington, DC twice per week.

MINIMUM QUALIFICATIONS

• Education: Bachelor's degree required in customer insights, market research, marketing, statistics, economics, psychology or computer science or in lieu of degree, 6-9 years of relevant business experience.
• Experience: 4-7 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. 
• Experience in related research areas, such as energy industry research, energy efficiency or sustainability programs, or communications testing.