Manager, Customer Insights

FirstEnergy • Akron, OH

6d • Onsite

About The Position

This is an open position with FirstEnergy Service Company, a subsidiary of FirstEnergy Corp. This is a full-time, on-site position located at the Akron, Ohio Headquarters. Position Summary The Manager, Customer Insights leads the development and execution of strategies for customer research and analytics to enable data-driven decision-making. This role converts customer data into actionable insights that improve service delivery, enhance the customer experience, and support regulatory, operational, and strategic priorities. Through advanced analytics, the manager uncovers customer behaviors, preferences, and needs to guide company initiatives that strengthen engagement, increase satisfaction, ensure compliance, and optimize operational efficiency.

Requirements

• Bachelor’s degree in Marketing, Business, Analytics, Economics, Data Science, or a related field, and at least seven (7) years of relevant experience in customer insights, market research, customer analytics, or customer experience, including proven leadership or supervisory responsibilities. In lieu of a degree, ten (10) or more years of relevant professional experience will be considered.
• Strong leadership and analytical skills
• Project management skills, with strong organizational skills in planning and coordinating multiple activities and projects
• Highly driven, self-motivated, proactive and enthusiastic leader capable of communicating, motivating, and driving workforces toward positive change and improvement
• Exceptional relationship management, leadership, teamwork, interpersonal, and managerial skills
• Strong written communication skills, including the ability to make clear, accurate, and concise written and verbal reports and presentations
• Proven ability to clearly assess multi-faceted situations with multiple stakeholders and work towards innovative solution in an organized manner
• Strong collaboration skills, ability to interact well in a team-based and diverse working environment, and model FE Values and Behaviors
• Understanding of utility industry customer dynamics (billing, outages, reliability, low-income programs, regulatory environment).
• Experience managing teams and vendor relationships
• Proficiency with analytics tools (e.g., Excel, Power BI/Tableau, SQL or Python a plus).
• Excellent communication skills with ability to present insights to senior leadership.

Nice To Haves

• A Master’s degree (MBA, MS in Analytics, or related field) is preferred.

Responsibilities

• Manage qualitive and quantitative research, including insights development for analytics associated with VOC and VOE data and provide recommendations for priority and capital planning. This includes the overall VOC platform including survey platform, management of service providers and related activities associated with VOC technologies.
• Coordinate Customer Experience activities that affect customer engagement including outage response through JIC involvement and storm role development and operational issues that require customer communications. Ensure transparency across the organization utilizing Opportunities Management (OM) and Systems Work Initiation (SWI).
• Manage Knowledge Management program and maintenance of existing knowledge content and alignment to core business processes.
• Oversee development of analysis, including Engaged Customer Relationship (ECR) to identify trends and focus areas and align detailed data to key business owners.
• Manage customer data analytics to uncover trends in usage, segmentation, billing behavior, program participation, channel preferences, and service interactions. Build dashboards and reports that support operational teams, regulatory filings, and customer experience initiatives. Ensure data integrity, compliance with privacy regulations, and accurate representation of customer insights across the organization. Partner with key stakeholders to embed insights into planning and execution.
• Support development of rate cases and regulatory filings with customer impact analysis, research summaries, and stakeholder insights. Work with IT to enhance customer data platforms and analytics capabilities.
• Identify emerging customer needs, expectations and industry trends, such as electrification, distributed energy resources (DERs), AMI and smart meter adoption, and digital self-service. Recommend actionable strategies to improve customer satisfaction, reduce friction, and support equitable customer outcomes. Guide development of customer personas, journey maps, and segment-specific engagement strategies.
• Manage external research vendors, consultants, and data partners, ensuring high-quality output and cost-effectiveness.

Benefits

• competitive pay plus incentive compensation
• a company-sponsored pension plan
• 401(k) savings plan with matching employer contribution
• a choice of medical, prescription drug, dental, vision, and life insurance programs
• skills development training with tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level