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Company Name PNM
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The Customer Research & Insights Analyst helps PNM grow and expand its Customer Experience (CX) program. The analyst plays a leading role in leveraging research and operational data in order to drive positive change across the organization. This position is accountable for working across many different teams within the organization in order to synthesize multiple quantitative and qualitative data sets. The goal of the analyst's work will be to uncover and communicate opportunities to improve the company's customer experience and fulfill our goal of being easy to do business with regardless of the type of interaction or inquiry.


ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Perform analyses using database software and tools; producing thoughtful, actionable insights from data analyses and customer behavior observations and using those insights to develop and present appropriate customer strategies.
  • Design, build, execute and measure surveys, polls and other feedback collection methods to capture customer feedback on targeted ideas and opportunities using the Qualtrics platform.
  • Execute customer panel research initiatives, managing the research schedule and partnering with the marketing research team to design research questions using best practices.
  • Partner with other members of the CX team to understand business challenges and design plans for capturing customer needs and desires to enhance our service delivery.
  • Strong communication and organizational skills combined with attention to detail are critical to success.
  • Package and present recommendations for areas of focus to various team and business leaders.
  • Partner with relevant teams to ensure the Voice of the Customer is at the center of all decision-making processes.
  • Lead and participate in cross-functional initiatives to represent the Voice of the Customer program across the organization.
  • Tie customer feedback data to operational data in order to drive more impactful insights and recommendations.
  • Provide recommendations on proper survey design and research methodology in order to uncover desired result(s).
  • Deploy listening capabilities across the total customer journey to create a deep understanding of the customer’s end-to-end experience and the rational/emotional reactions to individual components of the experience, leveraging an agile approach to deliver quick insights that move with the speed of the business.
  • Partner with other CX team members to identify customer and company pain points across the customer journey and develop methods for explaining and describing these pain points through the eyes of the customer with a bias toward generation quick, actionable insight.
  • Evaluate, benchmark and partner with market research team on CX methodologies and best practices in order to make revisions as necessary and set new priorities for future program implementations.

COMPETENCIES

  • Ability to be a resourceful, creative thinker; proactive in suggesting improvements and ideas.
  • Ability to quickly learn new systems to mine data for insights that form strategy recommendations.
  • Ability to handle multiple projects simultaneously, with attention to detail and changing priorities.
  • Ability to consistently process, prepare, and report data/information on schedule.
  • Ability to effectively communicate through different mediums with all levels of management and employees.
  • Ability to construct, format and disburse reports for Management review.
  • Detail oriented; strong ability to remain focused for extended periods of time.
  • Organized, with high attention to accuracy and quality of results.
  • Experience establishing online Voice of the Customer platform. Direct experience establishing Qualtrics platform in an organization is a plus.
  • Strong data extraction skills.
  • Demonstrated leadership, motivational, communication, and problem-solving.

QUALIFICATIONS                   

MINIMUM EDUCATION AND/OR EXPERIENCE: 

  • Bachelor's degree in business or social sciences required. 
  • Minimum of two years related experience in survey methodology and design, and/or customer experience, and/or marketing research.

COMMUNICATION SKILLS:      

  • Excellent communication skills including developing and delivering management level presentations.
  • Strong multi-tasking ability.
  • Adaptive to change.
  • Ability to collaborate and build consensus in team environments.

COMPUTER SKILLS:   

  • Build Excel spreadsheets, analyze and graphs results.
  • Demonstrate experience using Excel to analyze data (intermediate skill preferred).
  • Ability to create Excel spreadsheets using advanced functions and formulas such as VLOOKUP, IF statements, nested formulas, pivot tables, conditional formatting, etc.) strongly preferred.
  • Summarize data to provide insights via MS Power Point and MS Excel.
  • Prior experience working with macros, VBA, and SQL preferred.
  • Prior experience working in the Qualtrics CX platform or an equivalent survey platform.

 ANALYSIS AND PROBLEM-SOLVING ABILITY: 

  • Strong statistical skills, as well as experience working with data from diverse sources.
  • Monitor, re-direct, resolve MIR (merchandise information request) inquiries for Customers.
  • Ability to demonstrate exceptional analytical skills required with an emphasis on problem solving.
  • Knowledge and experience with customer feedback and user-generated content including ratings and reviews, social media, surveys, etc.

 PHYSICAL DEMANDS:

  • Ability to sit up to 2/3 of the time and to stand, walk, and stoop up to 1/3 of the time.  Good vision and ability to adjust focus is required.  Manual dexterity is required.  Must occasionally lift and/or move up to 10 pounds.

 

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