Lead Analyst - Research

at  Avangrid

The base salary range for this position is dependent upon experience and location, ranging from $83,804 to $109,518
Job Summary
The Avangrid CSAT Data Analyst 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 proving 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 level.
• 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 on regulatory requirements and attend to customer satisfaction data requests in regulatory procedures, providing the necessary support to the Operating Companies. This includes preparing detailed reports and documentation to comply with regulatory standards, liaising with regulatory bodies to ensure all customer satisfaction data is accurately reported, and staying informed about changes in regulatory policies that may impact customer satisfaction metrics.
• Support then 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 2 to 3 days a month

Preferred Qualifications

• Deep understanding of customer needs, preferences, and behaviors, as well as ability to empathize with customers and address concerns
• Qualifications on CSAT tools (Qualtrics, Bain Prism etc.) and project management tools (Jira, Monday 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 quickly
• Change management experience
• Demonstrated effectiveness 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)

• 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 level.
• 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 on regulatory requirements and attend to customer satisfaction data requests in regulatory procedures, providing the necessary support to the Operating Companies. This includes preparing detailed reports and documentation to comply with regulatory standards, liaising with regulatory bodies to ensure all customer satisfaction data is accurately reported, and staying informed about changes in regulatory policies that may impact customer satisfaction metrics.
• Support then 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