Job Description

WEC Energy Group is one of the nation’s largest electric generation, distribution and natural gas delivery holding companies. We employ over 7,000 people in our energy companies and service subsidiaries. As a Fortune 500 company, we value and develop our employees who are making a difference in a mission that matters. Job Summary This position has primary responsibility for leading customer experience and customer satisfaction research efforts for both residential and business customers. Individuals in this position will work collaboratively with leadership and internal stakeholders to develop strategic and tactical approaches to drive improvements towards achieving the corporate customer satisfaction goals. They will identify research objectives and conduct analyses of the data to provide actionable insights and recommendations. These individual(s) will make presentations to communicate their findings to leadership and others in the organization. These individual(s) will prepare reports on customer satisfaction goal progress for senior leadership.Job Responsibilities

• Manage daily operations of the corporate-wide customer satisfaction transaction survey process.
• Provide accurate and timely reports on customer satisfaction goal progress to leadership and the WEC Board of Directors.
• Support the development and rollout of annual corporate customer satisfaction goals.
• Identify actionable insights using statistical analysis and text/sentiment analysis.
• Lead action planning meetings with internal stakeholders.
• Foster relationships with internal stakeholders to understand their business and meet their needs.
• Create and deliver presentations to a wide variety of audiences, including senior leadership.
• Manage residential customer online panel. Work with internal stakeholders to identify engagement opportunities to inform customer-facing initiatives.
• Identify and encourage adoption of best practices by learning what other utilities and industries are doing to enhance their customer experience.
• Track major syndicated industry studies and share key results and recommendations.
• Provide custom research in support of various corporate initiatives including employee experience.
• Lead vendor relationships; may formally supervise employees.
• Assist with budget development and oversight.Minimum Qualifications
• This position requires a Bachelor’s degree in business, data analytics, economics, computer science, statistics, mathematics, marketing, social sciences, or related discipline
• Minimum 2+ years (Specialist), 5+ years (Senior), or 8+ years (Principal) experience in market research (customer satisfaction research, survey research) or data analytics related.
• Demonstrated ability to use market research techniques (quantitative and qualitative)
• Knowledge of statistical analysis software such as SAS, SPSS, Power BI, and/or R
• Demonstrated project management and meeting facilitation skills
• Excellent professional communication skills, both written and verbal
• Demonstrated experience providing recommendations that produced positive business outcomes
• Proficiency with Microsoft Office Suite (highly competent in Excel and PowerPoint)Preferred Qualifications
• 5+ years relevant work experience
• Advanced Degree beyond a Bachelors Degree preferred but not required
• Candidates with transferrable research experience in other industries (e.g., marketing, social science, UX, operational research, etc.) are encouraged to apply.

Job Tags

Similar Jobs