Senior Manager Customer Research

Job Title: Senior Manager - Customer Research

Reports to: Director - Digital and CX

Reports in office 5 days to Boston MA or Orange CT

The salary range for this position is dependent on location and experience level ranging from $150000 - 189829

Job Summary

The position of Research Senior Manager sits within the CX and Digital transformation department that services all operating companies within Avangrid Networks business. Avangrid is part of Iberdrola a global energy leader the number-one producer of wind power and one of the worlds biggest electricity utilities by market capitalization. The group supplies energy to over 100 million people in the countries in which it operates. Were looking for an experienced leader who will ensure customer satisfaction and trust amongst Avangrids family of leading this role you will have exposure to the company Presidents the Networks CEO and the wider executive team by providing strategic consultation in relation to the specialist field of customer insights. This roll will be responsible for leading the overall customer research and insights function managing the end to end research lifecycle and team executive ownership of vendor relationships setting the strategy and directing activities to gather both qualitative and quantitative studies related to customer brand and UX research projects for Avangrid. This individual is an integral part of the Customer Experience and Digital Transformation management team and will be relied upon as a core team member and leader. This person will spearhead research programs to generate greater insights and knowledge of the business and customer satisfaction continuously looking for ways to improve business operations and ensuring that customers experience a seamless and best- in-class touchpoints when engaging with Avangrid. This position is intended for someone who is customer obsessed consistently works to uncover opportunities to improve the brands reputation and can work cross-functionally to communicate how our customers feel across different touchpoints and experiences. With customer centricity as a key pillar of our business we need someone who will be our customers greatest internal advocate. The scope will include surfacing issues and coordinating with the appropriate teams to solve as well as identifying operational gaps which need immediate fixing to provide a better journey for our customers. We are looking for someone who is data-driven and also understands the importance of empathy and compassion as it relates to serving customers. This person is excited to speak with customers and lead a research team that will support the needs of our customer base of 3M households. Youll be working on a national team alongside other team members focused on Quality Product Operations Strategy and Journey Design to help achieve the team and company objectives. You will support research and customer experience strategy across all operating companies within the Avangrid company covering the current states of Maine Connecticut New York Massachusetts.

Key Responsibilities

• Provide executive consultation to Networks CEO Presidents and senior leaders on customer satisfaction trends and areas of opportunity for improvement.

• Lead team of researchers providing leadership and guidance to ensure their success.

• Own the research and insights budget and supporting vendors and technology.

• Co-ordination of the development of strategic customer satisfaction improvement plans.

• Lead analysis of quantitative and qualitative data and presentation of findings in meaningful and easy to understand manner.

• Lead collaboration with UX designers and developers for optimal and timely resolu-tion of customer experience and recommendations.

• Lead design and execution of focus groups field trials and survey studies with end users.

• Lead heuristic expert evaluations and walkthroughs of customer feedback and in-sights across key touchpoints.

• Manage research vendors on externally assisted projects.

• Maintain quarterly reporting of JD Power rankings and NPS programming across Op-erating Companies and customer journeys.

• Own NPS (Net Promoter Score) CSAT (Customer Satisfaction) and other customer metrics.

• Manage team of researchers providing leadership and guidance to ensure their suc-cess.

• Track customer satisfaction across all channels of interaction.

• Review customer queries to determine root cause analysis and coordinate with teams to develop processes and products to mitigate such issues.

• Represent the company at industry events and conferences and participate in thought leadership initiatives to build the companys reputation as a leader in the energy industry.

• Analyze customer feedback on product ranges and new releases.

• Document processes and issues as well as customer compliments and complaints at a macro and micro level.

• Oversee the development and implementation of new processes and procedures for tracking and evaluating the results of research efforts.

• Gain a deep understanding of the customer experience and lifecycle.

• Scope and prioritize activities based on business and customer impact.

• Understand all company subsidiaries and product offerings.

• Represent the company by speaking with customers to solicit feedback on services and performance.

• Use customer insights and analytics to identify companywide improvements and pre-sent these to the team/senior stakeholder peers.

• Develop measurement framework to grow and analyze customer satisfaction and en-gagement.

Required Qualifications

• BA in Research Psychology or related field.

• Experience managing a research team.

• Minimum 12 years primary CX research and or Marketing experience.

• Understanding of theories and principles of user-centered design with an emphasis on mobile/native app design and connected experiences.

• Knowledge of qualitative and quantitative research methodologies.

• Experience building and running research practice supporting a diverse portfolio of products and services.

• Background with energy or utilities.

• Strong analytical and presentation skills.

• Background in Design Thinking preferred.

• In-depth knowledge of customer engagement channels and experience in a similar industry.

• Extensive experience in gathering and interpreting customer experience information.

• Strong problem-solving and interpersonal skills.

• Skilled at working effectively across teams.

• Strong customer-centric values with a patient upbeat and positive attitude.

• Good attention to detail versatility and organizational skills.

• Track record of balancing analytical strategic thinking with quick decision-making change management and timely execution.

• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.

• Established track record of exceeding targets KPIs SLAs in a quality led legislative compliant environment.

• Excellent written and verbal communication skills.

• Demonstrate ability to motivate and communicate with others at all levels

• Proven ability to generate continuous improvement in daily operations.

• External awareness of the global utilities & other industry to identify opportunities for the Iberdrola group.

• Data-driven mentality to approaching and prioritizing issues.

• Excellent communication and negotiation skills.

• Able to adapt and succeed in a changing environment.

• Passion for serving as the voice of the customer.

• Requirement to travel within Iberdrola/Avangrid operating areas as appropriate.

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Avangrid employees may be assigned a system emergency role and in the event of a system emergency may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut Maine Massachusetts and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.

Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission operations and cyber security business areas in Connecticut Maine Massachusetts and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections training audit engagement and required evidence retention and will be communicated by the employees management.

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