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CE Market Research Analyst (Varies)

Date: Jan 3, 2019

Location: Tampa, Florida, US, 33602

Company: TECO

Title: CE Market Research Analyst (Varies) 
Company: Tampa Electric Company 
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days

 


This position pays between $60,014.00 to $92,430.00 and is based on skills, experience and education of the successful candidate.

 

 

POSITION CONCEPT

The Customer Experience Market Research Analyst will coordinate and conduct complex market research, including qualitative and quantitative studies, to understand and measure customer satisfaction, behaviors and preferences to evaluate the effectiveness of marketing efforts, potential and current customer solutions, and/or customer experience impacts to business decisions and strategies. Conduct research perform analysis and collaborate with business subject matter experts to turn data into actionable insights. Also monitor voice of the customer data for trends and events and make recommendations that enable the organization to improve the customer experience and business strategy.

 

LEVEL 1 – MARKET RESEARCH ANALYST I

Assists with all phases of market research and conducts both qualitative and quantitative analysis to better understand the needs and expectations of customers for further recommendations and actions. Responsible for engaging with internal and external business partners to implement a streamlined customer experience based on customer-focused research and data analysis.

 

PRIMARY DUTIES AND RESPONSIBILITIES

 

  • Assists with the research plan/proposal and design and conducts all other phases of market research including sample selection, data collection, data analysis and presentation of results and recommendations. Uses both qualitative and quantitative research methodologies for research projects and studies.  Summarizes customer feedback and research findings that provide actionable insights to all levels of management.
  • Assists with the development of Requests for Proposals (RFP’s) and Request for Quotes to conduct various types of qualitative and quantitative market research studies and assists in preparing selection recommendations. Works with the external consultant to complete work as outlined for market research project.
  • Provides input to corporate goals and recommends performance improvement initiatives based on results derived from research projects.
  • Provides consultation services on customer and employee research to internal customers, including the Customer Experience Strategy Council.
  • Analyzes a variety of voice of the customer data sources (e.g. JD Power) for dissemination of key highlights and customer insights. Actively monitors emerging trends within both quantitative and qualitative data sets.
  • Researches situations which negatively impact the customer experience and provide clarity on where processes and systems are breaking down. Creates compelling stories and presentations about customer pain points.

     

Education 

 

Required:  Bachelor’s degree in Social Psychology, Sociology, Marketing, Statistics, Economics, Business, Accounting, or associated discipline from an accredited institution. May consider equivalent years of additional experience in combination with an Associate’s Degree or high school diploma.

 

Experience

 

Required:     Minimum of 2 years in market research, data analysis and statistical work, and consumer insights.  (In lieu of a Bachelor’s degree, may consider a minimum 4 years’ relevant experience with an Associate’s degree; or 6 years’ relevant experience with a High School diploma.) 

 

Knowledge/Skills/Abilities (KSA)

 

Required:

  • Experience with planning and conducting market research projects: defining the objectives, selecting the methodology, designing data collection plans, and presenting findings.
  • Experience building data models for effective analysis and demonstrated ability to generate actionable insights out of data.
  • Experience presenting complex research findings clearly, concisely, and effectively to a non-analytical audience.
  • Knowledge of sampling, statistical and analytical principles, techniques and procedures.
  • Knowledge of principles, methods and techniques used in conducting social science research.
  • Proficient in Microsoft suite.

 

Preferred:          

  • Market research experience in Customer Experience business processes at a regulated utility.
  • Project Management Professional (PMP) certification.
  • Experience or familiarity with reading or understanding basic queries and has the desire to learn how to write queries for data extraction.

     

 

LEVEL 2 – CUSTOMER EXPERIENCE MARKET RESEARCH ANALYST II

In addition to the Customer Experience Market Research Analyst I responsibilities, works independently with internal and external contacts on multiple market research projects and has latitude for making decisions or taking actions. Provides feedback on department performance metrics and may provide guidance to Level I Market Research Analyst(s).

 

ADDITIONAL DUTIES AND RESPONSIBILITIES

 

  • Independently plans and leads more complex market research projects through cross-functional engagement and thought leadership of key customer insights and pain points. Conducts all phases of market research including sample selection, data collection, data analysis and presentation of results and recommendations.
  • Develops the Requests for Proposals (RFP’s) and Request for Quotes to conduct various types of qualitative and quantitative market research studies and assists in preparing selection recommendations. Manages the external consultant to complete work as outlined for market research project.
  • Utilizes organizational relationships and leadership skills to resolve issues to ensure company goals and research requirements are met.
  • Provides guidance and input on overall portfolio of Customer Experience market research projects (e.g. for current or potential customer solutions).
  • Provides guidance to Level I Market Research Analyst(s).

 

Education 

 

Required:  Bachelor’s degree in Social Psychology, Sociology, Marketing, Statistics, Economics, Business, Accounting, or associated discipline from an accredited institution. May consider equivalent years of additional experience in combination with an Associate’s Degree.

 

 

Experience        

 

Required:    Minimum of 5 years’ professional-level experience in market research, data analysis and statistical work, and consumer insights. (In lieu of Bachelor’s degree, 7 years’ professional-level related experience listed above, with an Associate’s degree, or 9 years’ professional-level experience with a High School Diploma.)

 

Knowledge/Skills/Abilities (KSA)

 

Required:           

  • Advanced knowledge of market research, data analysis and statistical work.
  • Advanced knowledge of sampling, statistical and analytical principles, techniques and procedures.
  • Advanced knowledge of principles, methods and techniques used in conducting social science research.
  • Ability to independently plan, prioritize and organize multiple complex research projects.
  • Possess strong collaboration qualities including excellent oral and written communication skills and team building skills. 
  • Ability to devise new approaches and solutions to problems encountered.
  • High degree of judgement and problem solving is required, as well as, strong relationship building at all levels of the organization.
  • Advanced knowledge of MS Excel.

     

    Preferred:          

     

  • Market research knowledge in a Customer Experience utility environment highly desirable.
  • 5+ years’ experience in market research in Customer Experience business processes at a regulated utility.
  • Project Management Professional (PMP) certification.

     

     

LEVEL 3 – SENIOR CUSTOMER EXPERIENCE MARKET RESEARCH ANALYST

In addition to the Customer Experience Research Analyst I & II responsibilities, works independently with internal and external contacts on multiple research projects and has latitude for making decisions or taking actions. This role engages in the long term strategic planning efforts for the Customer Experience strategy roadmap. Provides feedback on department performance metrics and will provide leadership, guidance, mentoring, and training to Level I and Level II Market Research Analyst(s). Serves as subject matter expert for the market research function.

 

ADDITIONAL DUTIES AND RESPONSIBILITIES

 

  • Independently leads and plans more advanced and complex research projects, including more advanced statistical calculations, and provides leadership and guidance to the team in determining the appropriate methodology and approach to tackling the research project. Serves as subject matter expert for the market research function.
  • Provides leadership to Level I and II Market Research Analysts on an on-going basis, including mentoring, training, and performance management.
  • Participates in long term strategic planning efforts and develops plans to meet strategic and operational objectives (e.g. performance metrics).  Performs scenario analyses to vet strategies against various drivers including operational needs, financial targets and human capital / resource availability.
  • Provides oversight and monitoring to the portfolio of Customer Experience market research projects and works to manage issues across all projects and remove roadblocks as neede

 

Education

 

Required:   Bachelor’s Degree in Business, Accounting, MIS, Engineering, Marketing, Sociology, Statistics or associated discipline from an accredited institution.

 

 

Experience        

 

Required:            Minimum of 8 years’ professional-level experience managing complex market research projects or studies.

 

 

Knowledge/Skills/Abilities (KSA)

 

Required:           

  • Advanced knowledge of market research, data analysis and statistical work.
  • Advanced knowledge of sampling, statistical and analytical principles, techniques and procedures.
  • Advanced knowledge of principles, methods and techniques used in conducting social science research.
  • Ability to independently plan, prioritize and organize multiple complex research projects and analyze portfolio of research projects.
  • Possess strong collaboration qualities including excellent oral and written communication skills and team building skills. 
  • Ability to devise new approaches and solutions to problems encountered.
  • High degree of judgement and problem solving is required, as well as, strong relationship building at all levels of the organization. 
  • Ability to mentor, train, and provide leadership and direction to other research analysts.
  • Advanced knowledge of MS Excel.

     

     

    Preferred:          

  • Market research knowledge in a Customer Experience utility environment highly desirable.
  • 8+ years’ experience in market research in Customer Experience business processes at a regulated utility.
  • Project Management Professional (PMP) certification

     

     

LEADERSHIP COMPETENCIES

 

  • Champions Safety, Health and the Environment
  • Takes Ownership and Acts with Integrity
  • Drives Business Excellence for Customers
  • Builds Collaborative Relationships
  • Develops People and Teams
  • Cultivates Innovation and Embraces Change
  • Thinks Strategically and Exercises Sound Judgment

 

 

WORKING CONDITIONS

Some extended working hours and overnight travel required

TECO offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage  *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!

 

STORM DUTY REQUIREMENTS....Please make sure to read below!!!  Responding to storms will be considered a condition of employment.

TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

 

TECO Energy is proud to be an Equal Opportunity Employer.

TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.

 

ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

 

Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

 

Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability. 

 

 


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