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Manager, Market Research and Customer Experience Insights

Location: 

Tempe, AZ, US

Date:  Feb 8, 2024

Requisition ID: 16811

 

Join us in building a better future for Arizona!

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 and named one of Arizona's best employers by Forbes. 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.

 

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:

  • Pension Plan (at no cost to the employee)
  • 401(k) plan with employer matching
  • Available your first day: Medical, vision, dental, and life insurance
  • Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave)
  • Parental leave (up to 4 weeks) and adoption assistance
  • Wellness programs (including access to a recreation and fitness facility)
  • Short and long-term disability plans
  • Tuition assistance for both undergraduate and graduate programs
  • 10 Employee Resource Groups for career development, community service, and networking

 

Summary

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.
 

What You'll Do

  • 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. 
  • Collaborate with business partners and team members to translate business questions into research designs, analytics plans and customized reports
  • Experience independently leading and managing end-to-end research, from scoping to planning, executing and reporting 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. 
  • Serves an influencer, representing the Voice of our Customers through compelling storytelling and presents research findings and recommendations in a compelling manner to drive action and decision-making.  
  • 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. 
  • Understands and has deep experience in research approaches including market segmentation, customer opinion studies, tracking studies, sampling plans and statistical analysis, customer journey maps, ethnographic interviews to investigate market conditions and determine opportunities and better understand our customer experience.
  • Stays abreast of new tools, techniques and solutions in the marketing research/user research industry such as the use of AI (artificial intelligence), neuroscience, behavioral economics, etc.
  • 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.
  • Identifies training and development activities for direct reports to improve current skills and develop new capabilities in order to meet the needs of the fast-changing utility industries.
  • Exhibits a growth mindset in leadership and cross-departmental relationship building with an emphasis on learning, understanding and self/employee development.  Coaches and mentors direct reports by providing effective, on-going performance feedback through regular one-on-one discussions, 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. 
  • Supports and leads change/change management across team, department and with business partners
     

What It Takes To Succeed

  • 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 build strong cross-functional relationships
  • Ability to be discreet in the preparation and use of proprietary and sensitive materials and information.
  • Ability to use and interpret results from multiple data sources, complex computer models and databases.
     

Experience

Minimum of 8 years cumulative and progressive exempt level professional experience. Minimum of 5 years supervisory experience preferred.

Education

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

 

Hybrid Workplace

SRP currently offers a hybrid workplace, which allows employees whose jobs can be performed remotely, and who have sufficient technical capability, to telework up to three days per week. Although teleworking is available, all employees must live and work in Arizona. We are taking steps to protect the health and well-being of all team members, and by following a number of health and safety protocols, to reduce the risk of the coronavirus (COVID-19).

 

Drug/Alcohol Policy Statement

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.

 

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.

 

Work Authorization

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

 


Nearest Major Market: Phoenix

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