Lead Analyst - Research
Avangrid

Job Title: Lead Analyst - Research

Company: Avangrid Service Company

Location: Boston, MA

Reports to (Title): Sr. Manager of Research

Department: Customer Experience and Digital

The base salary range for this position is $84,244 to $109,518 and is dependent upon experience.

Job Description

Job Summary

The Avangrid Lead Analyst - Research will support the Senior Manager of Customer Research in ensuring exceptional customer experiences across Avangrid's Operating Companies by managing CSAT and NPS tools, monitoring feedback metrics, and providing effective insights to the internal stakeholders.

Responsibilities include setting up and configuring feedback tools, analyzing data to identify trends and opportunities, managing vendor relationships, and supporting strategic initiatives to enhance customer satisfaction. The ideal candidate possesses strong analytical skills, vendor management experience, and effective communication.

Key Responsibilities

• Assist the Customer Research Manager in designing research methodologies, collecting and analyzing data, and preparing reports and presentations.

• Set up and configure CSAT and NPS tools to collect and analyze customer feedback effectively, both at transactional and analytical levels.

• Monitor customer satisfaction metrics and trends across the Operating Companies of the group, identify areas for improvement, and propose actionable solutions to enhance the customer experience.

• Collaborate with cross-functional teams to implement changes and initiatives based on customer feedback and insights.

• Manage vendor onboarding and purchasing processes effectively and manage relationships with vendors providing CSAT and NPS tools, ensuring service level agreements are met and resolving any issues that arise.

• Develop and maintain dashboards, reports, and presentations to communicate key customer satisfaction metrics and insights to stakeholders.

• Analyze survey data using Qualtrics tools and other analytical software to generate actionable insights and recommendations.

• Implement best practices for survey design, fielding and sampling methodologies, and data validation to ensure high-quality data collection.

• Follow up cross-industry research on customer satisfaction (e.g. JD Power) and identify areas of improvement.

• Conduct ad hoc analysis and research projects to support strategic initiatives and decision-making processes.

• Follow up regulatory requirements and attend to customer satisfaction data requests in regulatory procedures, providing the necessary support to the Operating Companies.

• Support the integration of the customer research data into the company's proprietary data lake for program enhancement, and collaborate with the data team to ensure accurate data normalization and define the best approach for data management

• Stay updated on industry best practices, CSAT platforms enhancements, emerging trends, and new technologies related to customer satisfaction measurement and analysis.

Required Qualifications

• 5+ years of experience in customer satisfaction analysis, market research, or related roles.

• Bachelor's degree in Business, Marketing, Psychology, or a related field.

• Proficiency in CSAT and NPS tools (Qualtrics, JD Power Powersource, Bain Prism, etc.) setup, configuration, and monitoring.

• Proficiency in data visualization tools and techniques (Power BI, MicroStrategy, etc.)

• Strong analytical skills with the ability to interpret data, identify trends, and generate actionable insights.

• Experience in vendor management, including contract negotiation, performance monitoring, and issue resolution.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external vendors.

• Detail-oriented with strong organizational skills and the ability to manage multiple strategic deliverables on time

• Ability to travel

Preferred Qualifications

• Deep understanding of customer needs, preferences, and behaviors, as well as the ability to empathize with customers and address concerns

• Qualifications in CSAT tools (Qualtrics, Bain Prism, etc.) and project management tools (Jira, AirTable, etc.)

• Vendor management, project management, and stakeholder management experience

• Knowledge of electric and gas utility customer needs and emerging industry trends

• Ability to anticipate potential customer satisfaction challenges and address them quickly

• Change management experience

• Demonstrated effectiveness in facilitating teams across functional areas, operating companies, and globally

Competencies (this is standard for all jobs)

• Growth & Continuous Improvement

• Initiative & Change

• Focused on Results

• Customer Centric (internal and/or External)

• Communication

• Collaboration

• Leadership (people managers/leaders)

Disclaimer (this is standard for all jobs)

AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual's sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.

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Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables.

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country

AVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com

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