Pay Grade

15

Position Summary

The Analyst-Manager for Customer Insights will help CPS Energy discover and assist in developing actionable insights from customer feedback. They will benchmark industry best practices to help CPS Energy make smarter decisions that create effective programs that deliver better products and services, as well as identify way to improve the customer experience for our residential and business customers.
The Analyst-Manager for Customer Insights develops, manages and conducts primary research, as well as leverages secondary research to improve customer satisfaction with a focus on loyalty, opinions and perceptions that strengthen our customer relationships. This position will manage vendor relationships, projects and results reporting. The Analyst-Manager will gain customer insight by measuring and analyzing customer behaviors and preferences which include propensity models to identify opportunities for new solutions that enhance the customer experience.

Tasks and Responsibilities

• Be able to go from simple to complex methodologies
• Partner with others across the organization to fully define business problems and research questions;
• Design surveys/questionnaires to address areas of focus;
• Ensure quality of program questionnaires, including communication internally and with research vendors, managing research vendors;
• Develop and maintain standards for all research approaches, including survey instruments, questions, sample size and data quality standards;
• Analyze, develop, and interpret data models and protocols for mining databases and making recommendations for improvements;
• Analyze research results using statistical methods, synthesize research findings and implications of findings, write analysis and recommendations that relate to the business objectives in a manner that is tailored to the audience, clear, actionable, presentable, and useful;
• Review, evaluate, and provide support for Customer Experience for related predictive modeling development;
• Provide feedback and stay aligned with expectations for customer feedback and community involvement requirements by the City of San Antonio;
• Identify and participate in organizations which provide exchange of ideas, programs, and project development in the Greater San Antonio area.
• Conducting primary Customer Insights including phone surveys, personal interviews, online surveys, and focus groups
• Developing survey instruments and questionnaires
  

Minimum Skills

Minimum Knowledge and Abilities

Preferred Qualifications

• Master’s degree in a quantitative field (mathematics, statistics, econometrics or other quantitatively focused) field
• Advanced-level Excel skills, including the use of macros, pivot tables, and other advanced functions are required
• Proficiency in MS Word, and PowerPoint
• Proficiency in data analysis packages (e.g. SPSS, SAS) required.
• Experience using Hadoop
• Proficiency in knowledge of the San Antonio/Bexar County growth patterns, population profile, and unique preferences for services or joining organizations which can help with that development

Competencies

Minimum Education

Required Certifications

Working Environment

Physical Demands