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Lead Analyst

2 months ago

Boston, United States IBERDROLA Renewables Full time

Job Title: Lead Analyst - Research Company: Avangrid Service Company Location: Boston, MA Reports to (Title): Sr. Manager of Research Department: Customer Experience and Digital The base salary range for this position is $84,244 to $109,518 and is dependent upon experience. Job Description Job Summary The Avangrid Lead Analyst - Research will support the Senior Manager of Customer Research in ensuring exceptional customer experiences across Avangrid’s Operating Companies by managing CSAT and NPS tools, monitoring feedback metrics, and providing effective insights to the internal stakeholders. Responsibilities Assist the Customer Research Manager in designing research methodologies, collecting and analyzing data, and preparing reports and presentations. Set up and configure CSAT and NPS tools to collect and analyze customer feedback effectively, both at transactional and analytical levels. Monitor customer satisfaction metrics and trends across the Operating Companies of the group, identify areas for improvement, and propose actionable solutions to enhance the customer experience. Collaborate with cross-functional teams to implement changes and initiatives based on customer feedback and insights. Manage vendor onboarding and purchasing processes effectively and manage relationships with vendors providing CSAT and NPS tools, ensuring service level agreements are met and resolving any issues that arise. Develop and maintain dashboards, reports, and presentations to communicate key customer satisfaction metrics and insights to stakeholders. Analyze survey data using Qualtrics tools and other analytical software to generate actionable insights and recommendations. Implement best practices for survey design, fielding and sampling methodologies, and data validation to ensure high-quality data collection. Follow up cross-industry research on customer satisfaction (e.g. JD Power) and identify areas of improvement. Conduct ad hoc analysis and research projects to support strategic initiatives and decision-making processes. Follow up regulatory requirements and attend to customer satisfaction data requests in regulatory procedures, providing the necessary support to the Operating Companies. Support the integration of the customer research data into the company’s proprietary data lake for program enhancement, and collaborate with the data team to ensure accurate data normalization and define the best approach for data management. Stay updated on industry best practices, CSAT platforms enhancements, emerging trends, and new technologies related to customer satisfaction measurement and analysis. Required Qualifications 5+ years of experience in customer satisfaction analysis, market research, or related roles. Bachelor's degree in Business, Marketing, Psychology, or a related field. Proficiency in CSAT and NPS tools (Qualtrics, JD Power Powersource, Bain Prism, etc.) setup, configuration, and monitoring. Proficiency in data visualization tools and techniques (Power BI, MicroStrategy, etc.) Strong analytical skills with the ability to interpret data, identify trends, and generate actionable insights. Experience in vendor management, including contract negotiation, performance monitoring, and issue resolution. Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external vendors. Detail-oriented with strong organizational skills and the ability to manage multiple strategic deliverables on time. Ability to travel. Competencies Growth & Continuous Improvement Initiative & Change Focused on Results Customer Centric (internal and/or External) Communication Collaboration Leadership (people managers/leaders) Disclaimer AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual’s identity, expression, ancestry, genetic information, medical condition, physical or mental disability, marital status, military or veteran status, or other characteristics or conditions protected by law. Mobility Information Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. #J-18808-Ljbffr