The position of Research Manager sits within the Customer Service department that services all operating companies within Avangrid Management Company. Avangrid is part of Iberdrola, a global energy leader, the number-one producer of wind power, and one of the world's biggest electricity utilities by market capitalization.The group supplies energy toover 100 million peoplein the countries in which it operates.
We're looking for an experienced professional who will ensure customer satisfaction and trust amongst Avangrid's family of leading brands. In this role, you will be responsible for managing the research team, setting the strategy, and fielding key qualitative and quantitative studies related to customer, brand, and UX research projects for Avangrid. This individual is an integral part of the Customer Experience team and will be relied upon as a core team member and leader. This person will spearhead research programs to generate greater insights and knowledge of the business and customer satisfaction, continuously looking for ways to improve business operations, and ensuring that customers do not face cringeworthy experiences.
This position is intended for someone who is customer obsessed, consistently works to uncover opportunities to improve the brand's reputation, and can work cross-functionally to communicate how our customers feel across different touchpoints and experiences.
With customer centricity as a key pillar of our business, we need someone who will be our customers' greatest internal advocate. The scope will include surfacing issues and coordinating with the appropriate teams to solve, as well as identifying operational gaps which need immediate fixing to provide a better journey for our customers.
We are looking for someone who is data-driven, and also understands the importance of empathy and compassion as it relates to serving customers. This person is excited to speak with customers and lead a research team that will support the needs of our customer base of 3M+ households.
You'll be working on a national team alongside other team members focused on Quality, Product, Operations, Strategy and Journey Design to help achieve the team and company objectives. You will support research and customer experience strategy across all operating companies within the Avangrid company covering the current states of Maine, Connecticut, New York, Massachusetts.
Lead heuristic expert evaluations and walkthroughs of customer feedback and insights across key touchpoints.
Manage research vendors on externally assisted projects.
Maintain quarterly reporting of JD Power rankings and NPS programming across Operating Companies and customer journeys.
Own NPS (Net Promoter Score) - CSAT (Customer Satisfaction), and other customer metrics.
Manage team of researchers, providing leadership and guidance to ensure their success.
Track customer satisfaction across all channels of interaction.
Review customer queries to determine root cause analysis and coordinate with teams to develop processes and products to mitigate such issues.
Represent the company at industry events and conferences, and participate in thought leadership initiatives to build the company's reputation as a leader in the energy industry.
Analyze customer feedback on product ranges and new releases.
Document processes and issues, as well as customer compliments and complaints at a macro and micro level.
Oversee the development and implementation of new processes and procedures for tracking and evaluating the results of research efforts.
Gain a deep understanding of the customer experience and lifecycle.
Scope and prioritize activities based on business and customer impact.
Understand all company subsidiaries and product offerings.
Represent the company by speaking with customers to solicit feedback on services and performance.
Use customer insights and analytics to identify companywide improvements and present these to the team/senior stakeholder peers.
Develop measurement framework to grow and analyze customer
Skills and Requirements
In-depth knowledge of customer engagement channels and experience in a similar industry.
Extensive experience in gathering and interpreting customer experience information.
Strong problem-solving and interpersonal skills.
Skilled at working effectively across teams.
Strong customer-centric values with a patient, upbeat and positive attitude.
Good attention to detail, versatility, and organizational skills.
Track record of balancing analytical strategic thinking with quick decision-making, change management, and timely execution.
Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
Established track record of exceeding targets, KPI's SLA's, in a quality led, legislative compliant environment.
Excellent written and verbal communication skills.
Demonstrate ability to motivate and communicate with others at all levels
Proven ability to generate continuous improvement in daily operations.
External awareness of the global utilities & other industry to identify opportunities for the Iberdrola group.
Data-driven mentality to approaching and prioritizing issues.
Excellent communication and negotiation skills.
Able to adapt and succeed in a changing environment.
Passion for serving as the voice of the customer.
Requirement to travel within Iberdrola/Avangrid operating areas as appropriate.