Manager of Customer Intelligence

Job Summary

Lead a team of research professionals to develop an in-depth understanding of PSEG Long Island customer's perceptions, preferences, and behaviors.  Apply a variety of data sources and research techniques to analyze and interpret data and recommend strategies to drive participation in PSEG Long Island programs and services, and recommend process and program enhancements to increase customer satisfaction.  Advise senior PSEG Long Island leadership on process improvement recommendations and execute journey mapping efforts as a means to drive improvements in customer engagement and satisfaction. 

The Customer Intelligence Manager applies various research methodologies, both qualitative and quantitative, to design Voice of Customer (VOC) research tools, collect and analyze data, interpret and report findings, and provide recommendations on how to improve customer satisfaction with PSEG Long Island. Combine and extract learnings from various resources such as in-house research, focus groups, utility best practices, J.D. Power research, etc. to optimize strategies for multiple customer initiatives.   Responsible for designing a blueprint for all VOC research activities (across the organization). The data collected through all qualitative and quantitative studies examines what is behind customer decision-making processes and drives Perceptions, Opinions, Beliefs and Attitudes (POBA) to gain insights for implementation of PSEG Long Island’s new products and services.

The Customer Intelligence Manager plays a critical role in efforts to improve the Company’s standings in the J.D. Power Residential and Business surveys. These results are key gating metrics for the Operational Services Agreement with LIPA, and are directly related to significant potential financial incentives/penalties and/or LIPA OSA Contract termination.

Job Responsibilities

•    Manage team of research professionals driving completion of various research studies to inform strategies and tactics to effectively meet LIPA OSA metrics and deliverables
•    Develop and deliver monthly business performance reports to LIPA. In collaboration with other internal teams, provide analyses that highlight key program milestones and deliverables, discuss issues and challenges and recommend actions that should be implemented to avoid potential roadblocks or barriers to achieving specific metric goals/targets
•    Additionally, design a consistent framework for internal project leads to assure standardized processes and tools
•    Manage an annual research budget of $1.5M
•    Oversee/support completion of voice of the customer (VOC) research and reports (i.e., daily, weekly, monthly, quarterly, annually, and ad hoc)
•    Lead multiple research teams (internal and external) to understand data requirements and to create consolidated metric platforms/dashboards
•    Manage centralized customer intelligence platforms to provide customer data enrichment and segmentation, identification of unique customer groups for ongoing voice of the customer research (via surveys, focus groups, customer interviews and testimonials), product and/or service testing and for maximizing insights that can be leveraged to support multiple customer engagement initiatives. The research approach includes, but it is not limited to, data integration and enhancement, segment performance analyses and propensity model development, as well as ongoing VOC insights
•    Manage flexible platforms to compile disparate datasets into a structured data environment that enables advanced analytics to be run on the available data. Such platforms allow certain analyses to append demographic, behavioral, sociodemographic, lifestyles and cultural aspects of PSEG Long Island’s customers to better understand their attitudes, needs and expectations towards their electric utility. Propensity models allow to predict individual customer’s likelihood to participate in a specific program. Insights drive further customer research activities        
•    Develop, analyze, manage and communicate key market and customer relationships, research projects, etc. to support product and services improvement and strategic planning initiatives
•    Investigate key customer insights for over and underperforming segments across a range of PSEG Long Island program offerings. Share insights with internal teams to guide message development, and further customer research activities, leveraging discoveries to enable synergies across broader strategies that maximize opportunities to utilize cross-promotion of PSEG Long Island’s services to derive greater benefit and customer satisfaction
•    Coach, mentor, and develop staff, including a focus on career development planning and growth opportunities. Manage the performance and professional development of a technical/analytical workforce. Empower employees to display responsibility and accountability for the successful delivery of their tasks and achievement of project goals, while delivering regular feedback. Provide guidance and feedback for staff to ensure their strong contribution to cross-functional teams
•    Develop and maintain relationships with outside research firms, benchmarking organizations and other utilities, keeping current on industry trends and best practices
•    Work collaboratively with Marketing Manager to identify, analyze and create customer segments for targeted campaigns and direct customer communications
•    Assist in designing customer outreach and education roadmaps

Job Specific Qualifications

Required:

•    Bachelor's Degree plus a minimum of 8 years of market research and/or marketing experience
•    Minimum of 2 years of demonstrated supervisory or managerial experience with ability to manage diverse workforce that advocates strong team functioning and values input and views of all personnel
•    Demonstrated ability to effectively manage multiple priorities, and support multiple teams in a dynamic environment
•    Demonstrated strong analytical and problem solving abilities
•    Ability to effectively collect, synthesize and interpret data to inform strategies to improve processes, develop/enhance program offerings and drive customer satisfaction
•    Demonstrated proficiency with Customer Journey Mapping
•    Must have excellent verbal, quantitative and written communication skills
•    Must demonstrate a sense of teamwork and initiative
•    Familiarity with J.D. Power and/or other electric utility voice of the customer tools and sources
•    Advanced proficiency with systems/tools. Proficiency in MS Suite: Excel, Word, PowerPoint; Tableau, SPSS, SAS and/or Python
•    Advanced data analytics skills and demonstrated track record in provision of consultative technical and statistical analytics.
•    Experience with Behavioral Science and advanced customer research tools and techniques

Desired:
•    Advanced degree
•    Strong public speaking and presentation skills
•    Demonstrated critical thinking and strategic planning
•    Advanced ability to clearly present complex material and concepts
•    Flexibility to work on multiple initiatives simultaneously and often with little/no notice when priorities change
•    Familiarity with business economic concepts (cash flow, financial statements, etc.)
•    Familiarity with energy industry practices and systems

Minimum Years of Experience

Education

Certifications

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.  If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.