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TECO Energy is hiring a Customer Experience Market Research Analyst.

CE Market Research Analyst

Date: Apr 8, 2020

Location: Tampa, Florida, US, 33602

Company: TECO

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Title: CE Market Research Analyst
Company: Tampa Electric Company
Location: TECO Plaza
State and City: Florida  –  Tampa
Shift: 8 Hr. X 5 Days

 

 

POSITION CONCEPT

The Customer Experience Market Research Analyst will coordinate and conduct complex 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. Conduct research, perform analysis, and collaborate with business subject matter experts to turn data into actionable insights. Also monitor voice of the customer data for trends and events and make recommendations that enable the organization to improve the customer experience and business strategy.

 

PRIMARY DUTIES AND RESPONSIBILITIES

  1. Assists with the research plan/proposal and design and conducts all other phases of market research including sample selection, data collection, data analysis and presentation of results and recommendations. Uses both qualitative and quantitative research methodologies for research projects and studies. Summarizes customer feedback and research findings that provide actionable insights to all levels of management.

 

  1. Assists with the development of Requests for Proposals (RFP’s) and Request for Quotes to conduct various types of qualitative and quantitative market research studies and assists in preparing selection recommendations. Works with the external consultant to complete work as outlined for market research project.

 

  1. Provides input to corporate goals and recommends performance improvement initiatives based on results derived from research projects.

 

  1. Provides consultation services on customer and employee research to internal customers, including the Customer Experience Strategy Council.

 

  1. Analyzes a variety of voice of the customer data sources (e.g. JD Power) for dissemination of key highlights and customer insights. Actively monitors emerging trends within both quantitative and qualitative data sets.

 

  1. Researches situations which negatively impact the customer experience and provide clarity on where processes and systems are breaking down. Creates compelling stories and presentations about customer pain points.

 

  1. Provides guidance and input on overall portfolio of Customer Experience market research projects and works to manage issues across all projects and remove roadblocks as needed.

 

  1. Participates in long term strategic planning efforts and develops plans to meet strategic and operational objectives (e.g. performance metrics).  Performs scenario analyses to vet strategies against various drivers including operational needs, financial targets and human capital / resource availability.

 

 

 

QUALIFICATIONS

 

Education 

 

Required:            Bachelor’s degree in Statistics, Marketing, Market Research, Social Sciences, Math, Public Health, Business Administration, Economics, Communications, or associated discipline from an accredited institution.  May consider equivalent years of additional experience in combination with an Associate’s degree.

 

Preferred:           Master’s degree in one of above listed fields.

 

Licenses/Certification

Preferred:           Project Management Professional (PMP) certification

 

Experience        

Required:            Minimum of 3 years in market research, data analysis and statistical work, and consumer insights.  (In lieu of a Bachelor’s degree, may consider a minimum 4 years’ relevant experience with an Associate’s degree; or 6 years’ relevant experience with a High School diploma.

 

Preferred:           Market research in Customer Experience business processes at a regulated utility.

 

 

Knowledge/Skills/Abilities (KSA)

 

Required:           

  • Knowledge of market research, data analysis and statistical work.
  • Knowledge of sampling, statistical and analytical principles, techniques and procedures.
  • Knowledge of principles, methods and techniques used in conducting social science research.
  • Ability to independently plan, prioritize and organize multiple complex research projects and analyze portfolio of research projects.
  • Possess strong collaboration qualities including excellent oral and written communication skills and team building skills.
  • Ability to devise new approaches and solutions to problems encountered.
  • High degree of judgement and problem solving is required, as well as, strong relationship building at all levels of the organization.
  • Advanced knowledge of MS Excel.

 

 

Preferred:

  • Experience with quantitative and qualitative statistical software platforms,
  • Experience with online survey platforms,
  • Experience with JDP data analysis tools

 

 

Competencies:

 

Builds Strong Collaborative Relationships

Thinks Strategically & Exercises Sound Judgement

Takes Ownership & Acts with Integrity

Drives Operational Excellence for Customers

 

 

TECO offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage  *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!

 

STORM DUTY REQUIREMENTS….Please make sure to read below!!!  Responding to storms will be considered a condition of employment.

TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company’s rules and procedures.

 

TECO Energy is proud to be an Equal Opportunity Employer.

TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.

Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

 

Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

 

Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability. 

 

 

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