Market Research & Customer Insights Manager

at  Duke Energy

More than a career - a chance to make a difference in people’s lives.
Build an exciting, rewarding career with us – help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you’ll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.
This is the intermediate level of the Market Research and Customer Insights job hierarchy. Employees at this level perform assignments more complex in nature with general supervision. Incumbents are expected to develop advanced skills and the ability to work with greater independence. They effectively apply fundamental concepts to work that is fairly complex and varied.
Key research responsibilities include Tracking customer satisfaction (CSAT), customer loyalty (NPS), ongoing variance/regulatory reporting including key witness preparation for regulatory proceedings, serving as an advisor to improve key customer experiences, wholistic customer journeys, product/service development, optimized targets/segments for product/service positioning, and refinement of advertising/marketing messaging. Success in this function requires in-depth knowledge of modern customer feedback tools, methodologies, and enterprise data systems. In addition to the basic day to day functional measurement operations, this role ensures that data and information are shared and integrated cross-functionally across all States, Regulated Utilities, Brands, Fuels (Electric & Gas), Customer Classes, and Affiliates (when appropriate) such that strategic business actions are refined and adjusted to drive operational efficiencies, cost savings, and improvement in long term loyalty and share of wallet.

Required Qualifications:

• Bachelor’s Degree in Business, Marketing, Social Sciences, or other relevant field with minimum of 2 years of experience
• Master’s degree in lieu of Bachelor’s Degree and experience requirements listed above

Additional Desired/Preferred Qualifications:

• Post-graduate degree such as MMR/MBA/MIS/MS in relevant field
• Functional day to day operational knowledge of Agile product development methodologies and Enterprise data systems (examples include, but not limited to: SAP, SAP Marketing, C4C, SAP Commerce, Dynamics, Sitecore, Google Analytics, Tealeaf, Acoustic, Qualtrics, SharePoint, Maximo, SS9, ADMS, Proactive Communications, Nuance IVR, SALOR, Cloud Data Storage (AWS), PowerBI, JIRA)
• Verified advance application of market research theories, methodologies, and principles
• Demonstrated application of analytical tools such SAS or SPSS and survey programming tools such as Qualtrics
• Proficient in Microsoft Office software tools and leverages them for robust presentation, organization, and communication purposes
• Demonstrated ability to learn new systems and processes quickly and deftly
• Proven ability to work effectively within matrixed organizations to gain buy-in and influence from State Presidents, Executive Leadership Team (ELT), and the Senior Management Committee (SMC)
• A track record of building relationships and working with internal and external stakeholders on challenging and complex issues, often working through ambiguity to define clear and actionable objectives
• Established excellent interpersonal skills including communications skills, presentation skills, conflict resolution and management skills, and facilitation skills across peers and superiors
• Comprehensive business, marketing, and financial acumen
• Performs well under pressure and tight deadlines as well as prioritize across several key initiatives
• Durable negotiation, analytical and presentation skills using a consultative approach to recommending process improvements rooted in observation of market/customer data and industry trends
• Strong project management and organizational skills. Ability to keep stakeholders and peer leaders informed, engaged, and updated on team progress and goals
• Entrepreneurial spirit with an inclination towards action and advocacy for delivering results ‘the right way’
• Ability to be self-directed and to proactively anticipate problems and seek solutions/opportunities

Working Conditions:

• Hybrid – Work will be performed from both remote and onsite locations as needed.
• Normal office environment with up to regular travel, including overnight travel and site visits.
• Long periods of sitting and extended use of computer and telephone/cell phone or another PDA device.
• May be on call 24/7 as normal work dictates; on call 24/7 during storm, as needed by assigned storm role

Travel Requirements
50+%
Relocation Assistance Provided (as applicable)
Yes
Represented/Union Position
No
Visa Sponsored Position
No
Posting Expiration Date
Sunday, March 3, 2024
All job postings expire at 12:01 AM on the posting expiration date.
Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.
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Please refer the Job description for details