Senior Manager – Digital Video
The Walt Disney Company
Senior Manager – Customer Research
Iberdrola
full-time
Posted on:
Location Type: Hybrid
Location: Boston • Connecticut, Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $150,000 - $189,829 per year
Job Level
Senior
About the role
- Provide executive consultation to Networks CEO, Presidents and senior leaders on customer satisfaction trends and areas of opportunity for improvement.
- Lead team of researchers, providing leadership and guidance to ensure their success.
- Own the research and insights budget and supporting vendors and technology.
- Co-ordination of the development of strategic customer satisfaction improvement plans.
- Lead analysis of quantitative and qualitative data and presentation of findings in meaningful and easy to understand manner.
- Lead collaboration with UX designers and developers for optimal and timely resolution of customer experience and recommendations.
- Lead design and execution of focus groups, field trials, and survey studies with end users.
- Lead heuristic expert evaluations and walkthroughs of customer feedback and insights across key touchpoints.
- Manage research vendors on externally assisted projects.
- Maintain quarterly reporting of JD Power rankings and NPS programming across Operating Companies and customer journeys.
- Own NPS (Net Promoter Score) – CSAT (Customer Satisfaction), and other customer metrics.
- Manage team of researchers, providing leadership and guidance to ensure their success.
- Track customer satisfaction across all channels of interaction.
- Review customer queries to determine root cause analysis and coordinate with teams to develop processes and products to mitigate such issues.
- Represent the company at industry events and conferences, and participate in thought leadership initiatives to build the company's reputation as a leader in the energy industry.
- Analyze customer feedback on product ranges and new releases.
- Document processes and issues, as well as customer compliments and complaints at a macro and micro level.
- Oversee the development and implementation of new processes and procedures for tracking and evaluating the results of research efforts.
- Gain a deep understanding of the customer experience and lifecycle.
- Scope and prioritize activities based on business and customer impact.
- Understand all company subsidiaries and product offerings.
- Represent the company by speaking with customers to solicit feedback on services and performance.
- Use customer insights and analytics to identify companywide improvements and present these to the team/senior stakeholder peers.
- Develop measurement framework to grow and analyze customer satisfaction and engagement.
Requirements
- BA in Research, Psychology or related field
- Experience managing a research team
- Minimum 12 years’ primary CX, research and or Marketing experience
- Understanding of theories and principles of user-centered design, with an emphasis on mobile/native app design and connected experiences.
- Knowledge of qualitative and quantitative research methodologies
- Experience building and running research practice supporting a diverse portfolio of products and services
- Background with energy or utilities.
- Strong analytical and presentation skills
- Background in Design Thinking preferred.
- In-depth knowledge of customer engagement channels and experience in a similar industry
- Extensive experience in gathering and interpreting customer experience information
- Strong problem-solving and interpersonal skills
- Skilled at working effectively across teams
- Strong customer-centric values with a patient, upbeat and positive attitude
- Good attention to detail, versatility, and organizational skills.
- Track record of balancing analytical strategic thinking with quick decision-making, change management, and timely execution.
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
- Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.
- Excellent written and verbal communication skills.
- Demonstrate ability to motivate and communicate with others at all levels
- Proven ability to generate continuous improvement in daily operations.
- External awareness of the global utilities & other industry to identify opportunities for the Iberdrola group.
- Data-driven mentality to approaching and prioritizing issues.
- Excellent communication and negotiation skills.
- Able to adapt and succeed in a changing environment.
- Passion for serving as the voice of the customer.
- Requirement to travel within Iberdrola/Avangrid operating areas as appropriate.
Benefits
- Health insurance
- Retirement plans
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer satisfactionNPSCSATqualitative research methodologiesquantitative research methodologiesuser-centered designDesign Thinkingdata analysiscustomer engagementresearch practice
Soft skills
leadershipanalytical skillspresentation skillsproblem-solvinginterpersonal skillsorganizational skillscommunication skillsstrategic thinkingcustomer-centric valuesadaptability
