Manager of Customer Research and Insights

The Manager of Customer Research and Insights leads the companys Voice of Customer (VoC) practice. They are responsible for leading the team in developing and implementing the companys 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.

• Bachelors 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. This is a dual leader/analyst role that requires a hands-on individual to be successful.
• Demonstrable experience with statistical software packages, including spreadsheet, graphics, database, analysis, and reporting programs. Mastery of PowerPoint and Excel.
• 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

1) 1) Own 3rd party benchmark vendor-related responsibilities including extracting data from external platforms and analyzing results within Excel utilizing complex formulas under tight deadlines. Respond to associated requests with a high sense of urgency. Determine drivers behind scores and clearly communicate what the organization needs to be aware of. Present findings to APS leadership via PowerPoint and dashboards.

2) 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.

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

4) Oversee and, at times, conduct 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.

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

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

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

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

9) Manage and partner alongside a team of analysts, ensuring their continuous development.

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.