Lead Analyst - Research

$83,804 - $109,518/Yr

Avangrid - Boston, MA

Full-time - Mid Level

Boston, MA

Utilities

About the position

The Lead Analyst - Research position at Avangrid focuses on enhancing customer experiences across the company's Operating Companies by managing customer satisfaction (CSAT) and Net Promoter Score (NPS) tools. The role involves analyzing customer feedback, identifying trends, and providing actionable insights to internal stakeholders. The ideal candidate will have strong analytical skills, vendor management experience, and effective communication abilities to support strategic initiatives aimed at improving customer satisfaction.

Responsibilities

• Assist the Customer Research Manager in designing research methodologies, collecting and analyzing data, and preparing reports and presentations.
• Set up and configure CSAT and NPS tools to collect and analyze customer feedback effectively, both at transactional and analytical levels.
• Monitor customer satisfaction metrics and trends across the Operating Companies, identify areas for improvement, and propose actionable solutions.
• Collaborate with cross-functional teams to implement changes based on customer feedback and insights.
• Manage vendor onboarding and purchasing processes, ensuring service level agreements are met and resolving issues.
• Develop and maintain dashboards, reports, and presentations to communicate key customer satisfaction metrics and insights.
• Analyze survey data using Qualtrics and other analytical software to generate actionable insights and recommendations.
• Implement best practices for survey design, fielding, sampling methodologies, and data validation.
• Conduct ad hoc analysis and research projects to support strategic initiatives and decision-making processes.
• Follow up on regulatory requirements and attend to customer satisfaction data requests, providing necessary support to the Operating Companies.

Requirements

• 5+ years of experience in customer satisfaction analysis, market research, or related roles.
• Bachelor's degree in Business, Marketing, Psychology, or a related field.
• Proficiency in CSAT and NPS tools (Qualtrics, JD Power Powersource, Bain Prism) setup, configuration, and monitoring.
• Proficiency in data visualization tools (Power BI, MicroStrategy).
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Experience in vendor management, including contract negotiation and performance monitoring.
• Excellent communication and interpersonal skills.

Nice-to-haves

• Deep understanding of customer needs, preferences, and behaviors.
• Qualifications on CSAT tools (Qualtrics, Bain Prism) and project management tools (Jira, Monday).
• Knowledge of electric and gas utility customer needs and emerging industry trends.
• Change management experience.
• Demonstrated effectiveness facilitating teams across functional areas.

Benefits

• Opportunities for advancement