Research Analyst II

$68,640 - $74,880/Yr

Talentburst - Jackson, MI

Full-time - Mid Level

Jackson, MI

Administrative and Support Services

About the position

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.

Responsibilities

• Develop, implement, manage, and analyze results from studies designed to measure customer satisfaction with program experiences with Consumers Energy.
• Develop, implement, manage, and analyze results from studies designed to assess the impact on customer experiences of process improvements being considered for operational transactions.
• Develop and maintain PowerBI dashboards which present results from operational transaction studies.
• Design, implement, and analyze both quantitative and qualitative research studies to assist decision making by internal clients on various topics.
• Interact with other members of the research team to include operational and program transaction results into a Voice of the Customer data system.
• Interact with other departments to develop automated procedures for sample acquisition, survey invitation distribution, and results reporting.

Requirements

• Minimum of three years' experience conducting research and analysis in a business environment.
• Solid understanding of quantitative and qualitative research techniques with the ability to determine optimal research approaches to meet given objectives.
• Strong quantitative background with the ability to independently analyze data, draw sound conclusions, and make appropriate decisions and recommendations.
• Ability to apply a variety of statistical techniques like cluster analysis, regression, factor analysis, tests for difference, decision trees, etc.
• Experience with all aspects of customer research project management including proposal development, consultant selection, survey sampling, data collection, data analysis and reporting.
• Excellent organizational and people skills with an ability to openly convey information to team members in a timely, concise manner.
• Ability to interface with a diverse population, multiple levels of an organization and various business functions.
• Ability to effectively manage multiple ongoing projects simultaneously.
• Strong communication and presentation skills both written and verbal.