Marketing Research Analyst (Voice of the Customer)

Our Client, a Public Utility that provides natural gas and electricity to the majority of Michigan's 10 million residents is seeking a talented and self-driven individual for needs serving in the role of Marketing Research Analyst.

The Marketing Research Analyst will develop, implement, manage, and analyze results from studies designed to measure customer satisfaction with program experiences they have with our client.  The Voice of the Customer team focuses on collecting customer feedback about interactions customers have with the company, customer experiences with a comprehensive portfolio of commercial and residential programs and services, overall brand perceptions, and conducting segmentation and message development research.  The team collaborates with internal and external stakeholders including Marketing, Utility Operations, Corporate Communications, Renewable Energy, and Energy Waste Reduction to ensure our client provides an exceptional customer experience.
 
 In this role, you will work within a team setting to develop, implement, and analyze data from research projects designed to assess satisfaction with customer transactions related to utility service and with value added products and services. We'll need you to be passionate about improving customer experiences and proficient in collecting, analyzing, interpreting, and presenting information in a manner that provides actionable recommendation. 

Responsibilities

• Develop, implement, manage, and analyze results from studies designed to measure customer satisfaction with program experiences.
• 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.
• Ability to 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.

Skills

• B.A./B.S. or higher, preferably in the fields of Market Research, Marketing, Business, Social Science (with quantitative research background), Statistics, or other relevant discipline. Demonstrated experience in social media analysis, preferably within the same industry or a related field.
• 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.