Sr Analyst - Customer Research

LIPAPRD•Town of Huntington, NY

13d•Hybrid

About The Position

PSEG Long Island’s Customer Intelligence team is seeking an analytically driven and exploratory market researcher to support the team’s efforts to share the voice of our customers across the company. In this role, the analyst will be supporting ongoing tracking studies with ad hoc research, work to uncover client needs, translate it to a study’s design and deliver actionable, relatable insights to business leaders. The analyst will also play a role in forming the future direction of the voice of the customer research, including how data is collected, analyzed, and reported. The Customer Intelligence team works to capture the voice of the customer, offers an investigative resource to design and execute research, provide actionable results, and inform the priorities in improving our customer’s experiences and building stronger customer loyalty. The team manages a broad portfolio of reports (including trends and performance), online community, and numerous qualitative and quantitative ad hoc research projects.

Requirements

Bachelor’s degree with a minimum of 5 years of experience performing analysis
Demonstrated strong problem-solving abilities
Experienced with Behavioral Science, customer research tools and techniques
Trained/educated to apply advanced quantitative and qualitative methods of customer research, including complex multivariate statistical techniques such as regression, conjoint, segmentation, propensity modeling and factor analysis
Skilled in research and sample design, survey methods and instrument development, data collection, analysis and reporting of results
Experienced with highly detail-oriented and investigative research
Experienced with systems/tools. Proficiency in MS Suite: Excel, Word, PowerPoint; Pivot Tables highly skilled in Tableau and/or Power BI; experienced with SPSS, SAS and/or Python
Must have excellent verbal and written communication skills
Ability to manage multiple priorities in a dynamic environment
Excited about working with a team of collaborative and passionate customer insights professionals to bring research to life
Ability to work effectively both independently and as part of a collaborative team

Responsibilities

Assisting in identifying relevant research and sharing actionable insights and recommendations to drive customer-centricity and customer experience improvements
Developing and executing research to discover customer needs and expectations and then transforming the findings into recommendations
Designing survey instruments, conducting data analysis, preparing reports, and delivering presentations of findings and recommendations
Providing detailed data analysis of customer experiences, attitudes and preferences and explaining them in everyday terms
Tracking and reporting performance metrics
Conducting market research studies to support customer segmentation strategies, and help in development of appropriate service and product strategies for different customer segments
Establishing, defining, and maintaining a deep understanding of customer microsegments, and market intelligence, based on comprehensive internal and external customer insights
Assisting in organizing and executing strategy and/or programs based off segment analytics
Supporting propensity testing
Providing expertise - market insight into best-practices, peer utilities, and consumer trends
Supporting initiatives that strive to improve customers’ experiences, and participation in PSEG Long Island’s programs
Working cross functionally to pull together information from internal and external partners to develop, launch, and track the performance of key initiatives that will help improve Customer Experience resulting in higher JD Power scores.