Customer Operations Analyst

Job Number: 6853

External Description:

PSEG offers a unique experience to our more than 12,000 employees – we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie, and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity, and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.

 

Job Summary

 

PSEG Long Island’s Customer Intelligence team is seeking 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 the 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. 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.

 

Job Responsibilities

 

• Assist in identifying relevant research and sharing actionable insights and recommendations to drive customer-centricity and customer experience improvements
• Develop and execute research to discover customer needs and expectations and then transform the findings into recommendation

 

Job Description

 

• Design survey instruments, conduct data analysis, prepare reports, and deliver presentations of findings and recommendations
• Provide detailed data analysis of customer experiences, attitudes and preferences and explain them in everyday terms
• Track and report performance metrics
• Conduct market research studies to support customer segmentation strategies, and help in development of appropriate service and product strategies for different customer segments
• Establish, define, and maintain a deep understanding of customer microsegments, and market intelligence, based on comprehensive internal and external customer insights
• Assist in organizing and executing strategy and/or programs based off segment analytics
• Support propensity testing
• Provide expertise - market insight into best-practices, peer utilities, and consumer trends
• Support initiatives that strive to improve customers’ experiences, and participation in PSEG Long Island’s programs
• Work 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

 

Job Specific Qualifications/Knowledge and Experience Required

 

• Bachelor degree with a minimum of 2 years of market research, marketing, analytics, and/or utility experience
• Demonstrated strong analytical skills and 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; Tableau, Power BI, 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

Job Number: 81829

Community / Marketing Title: Customer Operations Analyst

Location_formattedLocationLong: Melville, New York US