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TECO is hiring a Manager, Customer Research and Intelligence

POSITION CONCEPT

The (Performance Coach) Customer Research is responsible for providing exemplary leadership and supervision for the customer market research function, focused on garnering the Voice of the Customer for Tampa Electric and Peoples Gas.  This includes leading and directing customer market research, including qualitative and quantitative studies, to understand and measure customer satisfaction, behaviors, and preferences to evaluate the effectiveness of marketing efforts, potential and current customer solutions, and/or customer experience impacts to business decisions and strategies.  Serves as a subject matter expert in research methodologies, as well as demonstrated proficiency in advanced tools and technology. Leads a team of market research analysts to conduct research, perform analysis, and collaborate with business subject matter experts to turn data into actionable insights. Also monitors voice of the customer data for trends and events and makes recommendations that enable the organization to improve the customer experience and business strategy.

SUPERVISION

Direct Supervision:    Has direct supervisory responsibility of team members including two CE Market Research Analysts.

QUALIFICATIONS

Education 

Required:  Bachelor’s Degree in Research, Marketing, Accounting, Business, Statistics, Social Sciences, or associated discipline from an accredited institution.

Preferred: Advanced Degree in Research, Marketing, Accounting, Business, Statistics, Social Sciences, or associated discipline from an accredited institution.

Experience

Required: Minimum of 7 years of professional-level work experience in the functional responsibilities of the position (e.g., managing complex market research projects or programs, data analytics). 

Preferred: Experience managing complex research projects or programs at a regulated utility.

Supervisory Experience

Required:    Minimum of 1 year of Supervisory experience.

Knowledge/Skills/Abilities (KSA)

Required:    Sound understanding of statistical concepts, research methods, and design.  Strong analytical and numerical skills and a high comfort level with reading data, analysis, and ability to summarize learnings and turning them into actionable strategies.  Familiarity or training in statistics.  Interpersonal skills, with strong written and oral communication skills.  Creativity and independent problem-solving skills.  Accuracy and strong attention to detail.  An interest in psychology and behavior.  Good organizational skills.  Ability to be flexible and work as part of a team.  Confident presentation skills.  A methodical approach to work.  Ability to translate insights into actionable recommendations to support company initiatives.  Possesses talent to conduct sophisticated and creative analysis, yet translate those results to easily digestible messages, communications, and presentations for a non-analytical audience.  Ability to plan, prioritize and organize various research projects to support department goals, with the flexibility and ability to adjust on the fly to new demands.  Possess strong leadership qualities including team building skills and the ability to develop team members. 

Preferred: Research knowledge and experience in a Customer Experience utility environment highly desirable.  Experience with quantitative and qualitative statistical software platforms.  Experience with online survey platforms, such as Qualtrics.  Experience with J.D. Power data.  Experience managing a customer research panel.

Perks & Benefits:

• Flexible work schedule, Competitive Salary, Bonus Plans,
• Paid Time Off & Paid Holiday Time,
• Medical, Dental, Vision coverage for you and your dependents,
• Retirement plans: 401K (with matching company contributions) & Pension Plan,
• Company-paid long term care coverage, life insurance and AD&D insurance,
• Tuition Assistance, Employee Assistance and Wellness Programs with on-site fitness centers,
• Opportunities for Growth & Advancement within TECO and Emera.

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