Analyst II, Market Research - Las Vegas

at  Southwest Gas

The Analyst II, Market Research is responsible for supporting the development of market research methodology and designing data collection methods such as opinion polls, feedback forms, surveys, and focus groups that garner the Voice of the Customer. The ideal candidate is customer-oriented and a strong oral and written communicator with experience in research and data analytics to support the Customer Experience organization. The Analyst works collaboratively with internal stakeholders, community & industry partners, vendors, and customers to strategically communicate key business insights supporting company initiatives. The successful candidate is a self-starter who is organized and capable of interpreting large quantities of data and communicating findings to management. The ability to understand customer behavior and business strategies, proficiency in experience management and online feedback collection platforms, and critical thinking skills are highly desirable.

QUALIFICATIONS

There are clear precedents and practices that the incumbent uses as guidelines to determine how this job is performed. This position requires three to five years of relevant work experience plus a bachelor’s degree in Marketing, Business, or a related field; or equivalent combination of education and experience sufficient to successfully perform the essential job responsibilities.

• Perform market research functions including analyzing customer engagement data to assist in driving strategic decisions, closely coordinating with outside consultants, internal departments while working with division and corporate staff.
• Consolidate, synthesize information, and deliver content in various formats such as PowerPoint, spreadsheets, or written reports using infographics, graphs, charts, and other visual aids to present research results.
• Prioritize, schedule, track, and complete customer engagement projects in a timely manner.
• Analyze and prepare recommendations for management on programs, process improvement initiatives and opportunities including conducting primary and secondary research to support customer engagement plans.
• Research vendors and negotiate rates appropriate for program needs.
• Manage all aspects of multiple customer engagement programs and share data and insights to support company-wide initiatives.
• Evaluate quantitative and qualitative data and provide recommendations for changes or implementation of new tactics to elevate the customer experience and maximize effectiveness of customer engagement, applying data research and demographic analysis.
• Conduct benchmarking and demographic segmentation analysis; report metrics on KPIs using various data sources and other measurement tools.
• Assist in developing strategies and proposals in support of programs that increase customer engagement, customer satisfaction, customer acquisition, and growth of Company’s market share.
• Analyze market conditions and opportunities, evaluate, and recommend potential new customer experience programs.
• Use advanced Excel and Power BI skills to track, analyze and visualize data from multiple sources.
• Use survey authoring tools like Qualtrics to create questionnaires and analyze/synthesize responses to develop business insights.
• Analyze data using statistical software and techniques to identify patterns and trends.
• Provide direct support to Energy Solutions, Key Account Management, Customer Solutions, Operations, and other key stakeholders.
• Handle special projects and perform high level analysis on an ad hoc basis.
• Perform related duties and responsibilities as assigned.
• Regular and predictable attendance is a condition of employment and is an essential function of the job.