Manager of Customer Research & Insights

APS (Arizona Public Service)

United States, Arizona, Phoenix

Nov 14, 2024

Arizona Public Service generates clean, reliable and affordable energy for 2.7 million Arizonans. Our service territory stretches across the state, from the border town of Douglas to the vistas of the Grand Canyon, from the solar fields of Gila Bend to the ponderosa pines of Payson. As the state's largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.

Since our founding in 1886, APS has demonstrated a strong commitment to our customers in one of the country's fastest growing states, earning a reputation for customer satisfaction, shareholder value, operational excellence and business integrity.

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.

Summary

The Customer Research & Insights Manager leads the company's Voice of Customer (VOC) practice. They are responsible for leading the team in developing and implementing the company's VOC strategy, as well as designing, implementing and analyzing qualitative and quantitative research that demonstrates an understanding of customer needs and priorities. They work with the business to incorporate voice of customer data and insights, as well as industry research and best practices into strategies to improve the customer experience and support business goals. They work closely with cross-functional teams, which may include both internal and external parties, to identify opportunities for improvement, enhancement or innovation of interactions, experiences, products or processes using VOC insights and align research efforts with business goals, scope, schedule and budget.

Minimum Requirements

Bachelor's degree in Marketing, Business, Statistics, Economics, or related field
Eight years (8) market analysis or related experience
Knowledge of research methodologies and their appropriate application
Advanced analytical techniques and marketing theory
Ability to turn data and insights into tangible strategies

Preferred Special Skills, Knowledge or Qualifications:

Master's degree in Marketing, Business, Statistics, or Economics
Ten years of market analysis or related experience
Proven analytical ability
Experience with statistical software packages, including spreadsheet, graphics, database, analysis, and reporting programs
Complex project management skills
Effective interpersonal, communication, presentation, and writing skills, including experience working with senior management.
Utility experience or understanding of utility business model and practices

Major Accountabilities

1) Develop and implement a holistic customer research strategy, including qualitative, quantitative, secondary and syndicated research, focusing on survey design, methods for data collection, and analysis to identify key areas for improving customer satisfaction.

2) Be the enterprise Subject Matter Expert on research principles, methodologies, tools and trends.

2) Oversee the analysis of industry and customer data, trends and feedback to derive actionable insights that support strategic decision-making across the organization. Manager will also have a significant role in leading research initiatives and performing analysis themselves.

3) Lead and collaborate with partners across the company to develop business and customer experience enhancing strategies using customer insights.

4) Present findings and recommendations to internal and external stakeholders, including executive leadership.

5) Lead efforts to monitor and benchmark customer satisfaction, engagement, and service quality metrics, ensuring alignment with industry best practices.

6) Stay current with market research and industry trends in the energy and utility sector to proactively anticipate and respond to customer needs.

7) Manage a team of analysts, ensuring their continuous development.

Export Compliance / EEO Statement

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).

In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.

Hybrid: Employees in hybrid roles work both in their home offices (virtually) and alongside their colleagues (in person).

In order for employees to build strong relationships and to promote meaningful in-person interactions, hybrid employees are expected to work about 40% of their time in-person at an APS or other (non-home office) location.

*Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees).

*Working from a home office requires adequate technology and an appropriate ergonomic set up.

Role type language was updated on 11/13/2024

*Role types are subject to change based on business need.