Avangrid - Boston, MA
posted 3 months ago
The Avangrid Lead Analyst - Research will support the Senior Manager of Customer Research in ensuring exceptional customer experiences across Avangrid's Operating Companies. This role involves managing Customer Satisfaction (CSAT) and Net Promoter Score (NPS) tools, monitoring feedback metrics, and providing effective insights to internal stakeholders. The Lead Analyst will be responsible for setting up and configuring feedback tools, analyzing data to identify trends and opportunities, managing vendor relationships, and supporting strategic initiatives aimed at enhancing customer satisfaction. The ideal candidate will possess strong analytical skills, vendor management experience, and effective communication abilities. Key responsibilities include assisting the Customer Research Manager in designing research methodologies, collecting and analyzing data, and preparing reports and presentations. The Lead Analyst will set up and configure CSAT and NPS tools to collect and analyze customer feedback effectively, both at transactional and analytical levels. Monitoring customer satisfaction metrics and trends across the Operating Companies, identifying areas for improvement, and proposing actionable solutions to enhance the customer experience will be crucial. Collaboration with cross-functional teams to implement changes and initiatives based on customer feedback and insights is essential. The Lead Analyst will manage vendor onboarding and purchasing processes effectively, ensuring service level agreements are met and resolving any issues that arise. Additionally, the role involves developing and maintaining dashboards, reports, and presentations to communicate key customer satisfaction metrics and insights to stakeholders. The candidate will analyze survey data using Qualtrics tools and other analytical software to generate actionable insights and recommendations, implement best practices for survey design, and follow up on cross-industry research on customer satisfaction. The position also requires conducting ad hoc analysis and research projects to support strategic initiatives and decision-making processes, as well as attending to customer satisfaction data requests in regulatory procedures. Staying updated on industry best practices, CSAT platform enhancements, emerging trends, and new technologies related to customer satisfaction measurement and analysis is also a key aspect of this role.