Manager, Customer Experience and Advocacy - Market Research

$125,000 - $150,000/Yr

Uns Energy Corporation - Tucson, AZ

Full-time - Mid Level

Tucson, AZ

10,001+ employees

Utilities

About the position

The Manager, Customer Experience and Advocacy - Market Research at Tucson Electric Power is responsible for leading a team that develops and executes strategies to enhance customer engagement and satisfaction. This role involves analyzing customer data to uncover insights that inform strategic decisions, fostering a customer-centric culture across the organization, and collaborating with various departments to ensure a unified approach to customer service. The manager will also oversee research initiatives and communicate findings to stakeholders to drive improvements in customer experience.

Responsibilities

• Lead the design, execution, and analysis of customer research initiatives.
• Collaborate with cross-functional teams to understand customer needs and preferences.
• Develop insights that guide strategic decisions based on customer behavior.
• Transform raw data into meaningful narratives and predictions for customer-centric actions.
• Create infographics and presentations to communicate research findings to stakeholders.
• Manage and direct the Customer Experience and Advocacy team.
• Ensure effective communication and feedback solicitation from other departments regarding customer insights.
• Support corporate communication with approved customer outreach initiatives.
• Advocate for customers to facilitate strategic changes that improve business interactions.
• Define and oversee the implementation of initiatives to enhance customer experience.
• Work cross-functionally to drive change with a customer-focused approach.
• Facilitate workshops and meetings to lead diverse teams in discovery and recommendations.
• Identify and address customer experience gaps to improve satisfaction scores.
• Manage customer analytics and oversee primary research initiatives for customer satisfaction.
• Enhance team engagement to reduce customer complaints.
• Partner with various departments to align customer experience initiatives.
• Collaborate with Emerging Technology & Innovation to anticipate customer needs and provide relevant services.
• Contribute to the management of commercial strategies among UNS Energy utilities.
• Establish business objectives based on industry best practices and regulatory changes.
• Develop and align Customer KPIs within the measurement framework.
• Represent the company at industry meetings and communicate relevant information to the team.

Requirements

• 10 - 15 years of experience in customer experience management, marketing research, or related roles.
• Expertise in translating data into visualizations and presentations.
• Proficiency in quantitative and qualitative research methodologies.
• Strong analytical skills to extract actionable insights from complex data sets.
• Excellent communication skills to convey complex information simply.

Nice-to-haves

• Master's degree in management, research, or related field.
• Customer Experience certification or demonstrated experience.
• Knowledge of regulatory recovery processes and company policies.

Benefits

• 401k plan with a generous company match
• Company-sponsored pension plan
• Affordable individual and family health insurance plans
• Tuition assistance
• Life insurance
• Long-term disability insurance