Manager Market Research and Customer Experience Insights

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Date: May 6, 2022

Location: Phoenix, AZ, US

Company: SRP

SRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power. SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona.

Job Brief

The Market Research and Customer Experience Insights Manager lays the groundwork for our excellent product and service experiences by defining and implementing our voice of customer strategies. They lead a team of researchers that engages in internal product and service discussions, translating customer usage and feedback into actionable insights and future innovation. This manager and their team craft new insights through data analysis and market research, and by applying these to the business context. They shape the SRP brand strategy and influence the customer experience as well as other key business decisions through strong teaming and collaboration. They serve as an ambassador for the voice of the customer and share insights across the organization openly.

Job Responsibilities

  • Impact the strategic direction of the brand by translating data analysis and market/customer research findings into meaningful insights and recommendations aligned to the needs of business partners. 
  • Design and oversee qualitative and quantitative research methodology and techniques; and implement research plans for all stages of a customer life cycle. 
  • Apply internal consulting skills including consultative listening, problem definition, scope negotiation, weighing tradeoffs and management of internal client expectations. 
  • Design and implement Market Research and Customer Experience initiatives to meet business insights needs. 
  • Actively cultivate strong, positive internal partnerships with cross-functional business partners. 
  • Communicate complex information in a clear, concise and meaningful way to add relevance and impact. 
  • Proactively lead multiple projects, actively prioritize effort and proactively communicate progress. 
  • Effectively manage a team of researchers, external partners and vendors to deliver the highest quality results in both primary and secondary research.  
  • Maintain the highest standards of integrity and remain audit-ready with data governance and market research management displaying commitment to high quality, cost effective and timely research. 
  • Perform market segmentation, customer opinion studies, sampling plans and statistical analysis, customer journey maps, ethnographic interviews to investigate market conditions and determine opportunities and better understand our customer experience 
  • Ensure key insights are converted into actionable recommendations for cross-functional internal business partners 
  • Represents SRP on industry/community/trade association boards, task forces and committees as required to ensure SRP's interests are served by such organizations. 
  • Develops education, training and skills development activities for direct reports to continuously improve their capabilities and provide enhanced value within the organization. 
  • Exhibits a growth mindset in leadership and cross-departmental relationship building with an emphasis on learning, understanding and self/employee development.  
  • Provide effective performance feedback through employee recognition, rewards, and disciplinary action, when necessary.  
  • Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM (Instant Messaging), and regular interpersonal communication. 
  • Plan and allocate resources to effectively staff and accomplish the work to meet departmental productivity and quality goals. 


Completion of a Bachelor's Degree from an accredited institution that prepares the employee for the assignment.


Minimum of 8 years cumulative and progressive exempt level professional experience.

Additional Information

  • Excellent oral and written communication skills to represent SRP to external groups.
  • Ability to perform multiple assignments concurrently.
  • Ability to facilitate and lead work teams in support of department and corporate objectives.
  • Ability to be discreet in the preparation and use of proprietary and sensitive materials and information.
  • Ability to use and interpret results from complex computer models and databases.


Requisition Details

Requisition ID: 14096



Equal Opportunity Employer Statement


Salt River Project (SRP) recognizes diversity and inclusion as key drivers of innovation and growth, and seeks to attract a diverse employee base that reflects our community. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, military status or any other protected status under applicable federal, state or local law. Ultimately, SRP aspires to fully apply the power of diversity and inclusion to build a more equitable and sustainable future for our customers, employees and community.


Drug/Alcohol Policy Statement


In order to promote the safety and well-being of our employees, customers and the communities we serve, SRP is committed to maintaining a drug/alcohol free work environment. Although marijuana may now be legal in Arizona, except as otherwise specified under Arizona law, SRP considers it to be an illegal drug for the purpose of our drug/alcohol policy because marijuana remains illegal at the federal level. Any candidate found to be impaired during the hiring process or who has the presence of an illegal drug or unauthorized substance in their system during the pre-employment drug/alcohol test may be disqualified from further consideration in the hiring process.


All candidates must be legally authorized to work in the United States.
Currently, SRP does not sponsor H1B visas.



Why Work at SRP


SRP's success is rooted in our employees' happiness, health and safety. That's why we offer a comprehensive benefits package to meet the needs of our employees and enhance their well-being. In addition to competitive pay and performance incentives, eligible employees can take advantage of the following benefits:


• 401(k) plan with employer matching
• Retirement pension
• Paid vacation
• Parental leave
• Holiday pay
• Sick leave
• Medical, vision, dental and life insurance
• Wellness programs
• Pre-tax benefits
• Short and long-term disability plans
• Tuition assistance


Nearest Major Market: Phoenix

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