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Manager of Customer Intelligence

3 months ago

Melville, United States PSEG Full time

**Requisition**: 78616

**PSEG Company**: PSEG Long Island

**Salary Range**: $ 114,500 - $ 188,100

**Incentive**: PIP 15%

**Work Location Category**: Remote Local

PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories: onsite roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year.

PSEG offers a unique experience to our more than 12,000 employees - we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.

**Job Summary**:
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 thru 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.

**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 a 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. Propensi