Principal, Cust-Centric Rsrch

Tucson Electric Power•Tucson, AZ

About The Position

The Principal for Customer Centric Research is responsible for researching customer centric behaviors and technologies that will further improve our customers’ experience with us to the point it translates into increased loyalty, customer satisfaction, and net promoter scores. This role is responsible for capturing the voice of the customer and working cross-functionally to deliver meaningful and diverse customer experiences. The candidate must be a champion of insights-driven strategy, evidence-based decision making, and continuous innovation. This individual in this role will deliver powerful stories through complex data, generates deep insight into the needs, motivations, passions, and challenges in the lives of our client’s customers by translating the information into strategies and services that elicit valuable customer behaviors.

Requirements

Proven ability to analyze complex datasets using tools like SQL, Python, R, and Oracle to uncover actionable insights.
Knowledge and experience using program and applications such as Qualtrics, JD Power, Escalent and Medallia.
Strong background in customer and employee experience research, including survey design, focus groups, and advisory panels.
Expertise in Human-Centered Design (HCD), journey mapping, and change management to drive strategic improvements.
Exceptional communication and facilitation skills, with a track record of building consensus across diverse stakeholder groups.
Deep understanding of customer trust, loyalty, and advocacy, with measurable success in improving these metrics.
Experience developing and leading CX governance structures and ambassador programs that foster internal and external advocacy.
Requires an undergraduate degree in a related field
Four or more years of professional experience as a Project Manager or two or more years of professional experience as a Program Manager.
Strong ability to develop internal and external consensus with people who reflect the full range of diversity in the business objectives of CX initiatives/projects.
Demonstrates effective written and oral communication skills and the ability to work effectively with all levels of the organization.
Demonstrates a strong ability to effectively lead change.
Demonstrates ability and willingness to adapt to dynamic project, organizational, and environmental needs.
Strong demonstration of human relations skills, showing the ability to work with, and maintain positive relations across individuals, teams, and departments.
Demonstrates a thorough understanding of all aspects of project management.

Nice To Haves

MBA or related advanced degree
3 years of relevant experience in the utility industry with exhibited technical competence.
CX certification
3 years of CX and/or UX experience.
Supports all decision making with effective time management, technical knowledge, and economic consideration.
Leadership skills: the ability to lead and influence in a collaborative fashion; coach and mentor matrixed team members.

Responsibilities

Lead enterprise-wide data-driven decision-making by translating insights into strategies that enhance customer and employee experiences.
Design and implement Voice of the Customer and Voice of the Employee programs to inform business decisions at all levels.
Conduct research on industry best practices and innovations to develop scorecards, action plans, and experience optimization strategies.
Mine and synthesize feedback from multiple channels (surveys, transcripts, social media, etc.) to identify trends and drive improvements.
Facilitate workshops and consulting engagements to assess current state, identify gaps, and create roadmaps for experience transformation.
Collaborate with executives and cross-functional teams to ensure alignment and execution of experience-focused initiatives.
Conducts/gather/defines preparatory research to understand the needs of customers.
Has the ability to conduct and/or interpret Human Centered Design (HCD) research plans, which could include interview guides, participant observation, information-gathering tools, immersive research, SME conversations, surveys, and more.
Develops personas, journey maps and leads others through the development of solution seeking “How Might We…” statements
Designs and facilitates ideation sessions with a variety of stakeholders, including future-state journey mapping, card sets, brainstorm sketching, paper prototypes, etc.
Makes recommendations for new processes, services, programs, and products based on research.
Works with teams across the organization to understand current challenges and goals, and align with (Customer experience) CX strategy and objectives
Collaborates with IT teams in defining CX IT roadmap and minimally viable products that will help us achieve CX goals.
Champions implementation of CX strategy objectives and a customer-focused culture across the organization.
Collaborates with other Customer Insights teammates on the collection of trends, competitive insights, industry updates, and sales reports
Collaborates with ET&I team to communicate customer-centric innovative technologies and opportunities that will impact our business.
Participates in Fortis Customer Experience council, as well as UNS CX Council efforts.
Makes recommendations on next steps forward and ways to mitigate risk
Leads organizational engagement strategies, including building empathy for the customer within the constraints of smart business acumen
Acts as the voice of the customer - ensuring our customers’ needs are present in every discussion and project
Champions usage of multiples sources of customer insights, including VOC, analytics, direct customer research, HCD sessions, JD Power analysis, and customer journey mapping
Develops and presents the business case for new products, processes, or solutions at all levels of the organization
Ensures there is a tracking mechanism in place to demonstrate the success or failure of the initiatives launched
Responsible for driving product and solution innovation across the company
Acts as project manager - lending support when needed
Improved Customer Satisfaction metrics, as measured by JD Power