Talentburst - Jackson, MI
posted about 2 months ago
The Research Analyst II position is a critical role within the Voice of the Customer team at Consumers Energy, focusing on gathering and analyzing customer feedback regarding their interactions with the company. This includes assessing customer experiences with a wide range of commercial and residential programs and services, as well as understanding overall brand perceptions. The role requires collaboration with various internal and external stakeholders, including departments such as Marketing, Utility Operations, Corporate Communications, Renewable Energy, and Energy Waste Reduction, to ensure that Consumers Energy delivers an exceptional customer experience. In this position, you will be responsible for developing, implementing, and analyzing data from research projects aimed at measuring customer satisfaction with utility services and value-added products. A key aspect of the role is to be passionate about enhancing customer experiences and proficient in collecting, analyzing, interpreting, and presenting information in a way that leads to actionable recommendations. You will work within a team to manage studies that assess customer satisfaction and the impact of process improvements on customer experiences. Additionally, you will be tasked with developing and maintaining PowerBI dashboards to present results from operational transaction studies. The role requires a solid understanding of both quantitative and qualitative research techniques, enabling you to determine the best research approaches to meet specific objectives. You will also interact with other departments to create automated procedures for sample acquisition, survey invitation distribution, and results reporting. This position can be performed either at the office or remotely, providing flexibility in your work environment.