Lead Analyst - Research

$84,244 - $109,518/Yr

Avangrid - Boston, MA

Full-time

Boston, MA

Utilities

About the position

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 are also critical tasks. Collaboration with cross-functional teams to implement changes based on customer feedback and insights is essential. Additionally, the Lead Analyst will manage vendor onboarding and purchasing processes, ensuring service level agreements are met and resolving any issues that arise. Developing and maintaining dashboards, reports, and presentations to communicate key customer satisfaction metrics and insights to stakeholders is a vital part of the role. 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 role also involves conducting ad hoc analysis and research projects to support strategic initiatives and decision-making processes, as well as ensuring compliance with regulatory requirements related to customer satisfaction data.

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 to enhance the customer experience.
• Collaborate with cross-functional teams to implement changes and initiatives based on customer feedback and insights.
• Manage vendor onboarding and purchasing processes effectively and manage relationships with vendors providing CSAT and NPS tools, ensuring service level agreements are met and resolving any issues that arise.
• Develop and maintain dashboards, reports, and presentations to communicate key customer satisfaction metrics and insights to stakeholders.
• Analyze survey data using Qualtrics tools and other analytical software to generate actionable insights and recommendations.
• Implement best practices for survey design, fielding and sampling methodologies, and data validation to ensure high-quality data collection.
• Follow up on cross-industry research on customer satisfaction and identify areas of improvement.
• 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 in regulatory procedures, providing the necessary support to the Operating Companies.
• Support the integration of customer research data into the company's proprietary data lake for program enhancement, and collaborate with the data team to ensure accurate data normalization and define the best approach for data management.
• Stay updated on industry best practices, CSAT platform enhancements, emerging trends, and new technologies related to customer satisfaction measurement and analysis.

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, etc.) setup, configuration, and monitoring.
• Proficiency in data visualization tools and techniques (Power BI, MicroStrategy, etc.).
• Strong analytical skills with the ability to interpret data, identify trends, and generate actionable insights.
• Experience in vendor management, including contract negotiation, performance monitoring, and issue resolution.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external vendors.
• Detail-oriented with strong organizational skills and the ability to manage multiple strategic deliverables on time.
• Ability to travel.

Nice-to-haves

• Deep understanding of customer needs, preferences, and behaviors, as well as the ability to empathize with customers and address concerns.
• Qualifications in CSAT tools (Qualtrics, Bain Prism, etc.) and project management tools (Jira, AirTable, etc.).
• Vendor management, project management, and stakeholder management experience.
• Knowledge of electric and gas utility customer needs and emerging industry trends.
• Ability to anticipate potential customer satisfaction challenges and address them quickly.
• Change management experience.
• Demonstrated effectiveness in facilitating teams across functional areas, operating companies, and globally.