Senior Customer Research Analyst

PSEG Long Island’s Customer Intelligence team is seeking an analytically driven and exploratory market researcher to support the team’s efforts to share the voice of our customers across the company.

About the role

In this role, the analyst will support ongoing tracking studies with ad hoc research, uncover client needs, translate them into study designs, and deliver actionable, relatable insights to business leaders. The analyst will also help shape the future direction of voice-of-the-customer research, including how data is collected, analyzed, and reported.

The Customer Intelligence team captures the voice of the customer, designs and executes research, provides actionable results, and informs priorities to improve customer experiences and build stronger customer loyalty. The team manages a broad portfolio of reports (including trends and performance), an online community, and numerous qualitative and quantitative ad hoc research projects.

Responsibilities

• Assist in identifying relevant research and sharing actionable insights and recommendations to drive customer-centricity and customer experience improvements.
• Develop and execute research to discover customer needs and expectations, then transform findings into recommendations.
• Design survey instruments, conduct data analysis, prepare reports, and deliver presentations of findings and recommendations.
• Provide detailed data analysis of customer experiences, attitudes, and preferences, explaining them in everyday terms.
• Track and report performance metrics.
• Conduct market research studies to support customer segmentation strategies and help develop appropriate service and product strategies for different customer segments.
• Establish, define, and maintain a deep understanding of customer microsegments and market intelligence based on comprehensive internal and external customer insights.
• Assist in organizing and executing strategy and/or programs based on segment analytics.
• Support propensity testing.
• Provide market insight into best practices, peer utilities, and consumer trends.
• Support initiatives that strive to improve customers’ experiences and participation in PSEG Long Island’s programs.
• Work cross-functionally to gather information from internal and external partners to develop, launch, and track the performance of key initiatives that improve Customer Experience, resulting in higher JD Power scores.

Requirements

• Bachelor’s degree with a minimum of 5 years of experience performing analysis.
• Demonstrated strong problem-solving abilities.
• Experience with Behavioral Science, customer research tools, and techniques.
• Trained/educated to apply advanced quantitative and qualitative methods of customer research, including complex multivariate statistical techniques such as regression, conjoint, segmentation, propensity modeling, and factor analysis.
• Skilled in research and sample design, survey methods, instrument development, data collection, analysis, and reporting of results.
• Experience with highly detail-oriented and investigative research.
• Proficiency in MS Suite: Excel, Word, PowerPoint; highly skilled in Pivot Tables, Tableau, and/or Power BI; experienced with SPSS, SAS, and/or Python.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a dynamic environment.
• Excited about working with a team of collaborative and passionate customer insights professionals to bring research to life.
• Ability to work effectively both independently and as part of a collaborative team.

Some positions at PSEG require access to information covered by the Department of Energy’s regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a “Generally Authorized” destination; OR (4) a “Protected Individual” under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).

As an employee of PSEG Long Island, you should be aware that during storm/outage restoration efforts, you may be required to perform functions different from normal operations and work extended hours beyond your regular work schedule. You may also be required to work on-premise or in an alternate location as directed by the company.

For all roles, PSEGLI’s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states have legalized marijuana/cannabis products recreationally and medically, the use of these products is prohibited for employees in federally regulated roles. The use of CBD products may result in a positive drug test for THC/Marijuana.

If you are a current PSEG employee and offered an opportunity with PSEG Long Island, you will be treated as a new hire. As a new hire to the Long Island subsidiary, your benefits will change and generally be consistent with other similarly situated PSEG Long Island new hires. Similarly, for PSEG Long Island employees who accept job opportunities with PSEG or any of its subsidiaries (other than PSEG Long Island), their benefits will change and generally be consistent with other similarly situated new hires of that company.