Manager, Customer Experience and Advocacy - Market

Tucson Electric Power - Tucson, AZ

Full-time - Manager

Tucson, AZ

Utilities

About the position

The Manager of Customer Experience and Advocacy at Tucson Electric Power (TEP) 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, and ensuring alignment across departments to improve overall customer experience.

Responsibilities

• Lead the design, execution, and analysis of quantitative and qualitative customer research initiatives.
• Collaborate with cross-functional teams to understand customer needs, preferences, and behaviors related to products, pricing, and channels.
• Develop comprehensive insights that guide strategic decisions by uncovering the 'why' behind customer behaviors.
• Utilize analytical skills to transform raw data into meaningful narratives and predictions that drive customer-centric actions.
• Spearhead the creation of insightful infographics and presentations to effectively communicate research findings to various stakeholders.

Requirements

• 10 - 15 years proven experience in customer experience management, marketing research, or related roles.
• Expertise in translating data into compelling visualizations, infographics, and presentations.
• Proficiency in both quantitative and qualitative research methodologies.
• Strong analytical skills with the ability to extract actionable insights from complex data sets.
• Excellent communication skills, capable of conveying complex information in an easily understandable manner.

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