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Senior Manager - Customer Research
Scottish Power
Leading customer research and insight's function, managing end-to-end research lifecycle and team, executive ownership of vendor relationships, setting strategy and directing activities for customer, brand, and UX research projects.
21d ago
$150,000 - $189,829
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
United States Of America, Massachusetts, Boston | CT - Orange - 180 Marsh Hill Rd
Office Full-Time
Company Size
5,750 across the UK Employees
Service Specialisms
Construction
Operation & Maintenance
Retail
Sector Specialisms
Power Grid
Renewables
Energy Retail
Role
What you would be doing
customer insights
research management
survey studies
executive consultation
data analysis
collaboration
- Use customer insights and analytics to identify companywide improvements and pre-sent these to the team/senior stakeholder peers.
- Scope and prioritize activities based on business and customer impact.
- Manage team of researchers, providing leadership and guidance to ensure their suc-cess.
- Lead team of researchers, providing leadership and guidance to ensure their success.
- Lead design and execution of focus groups, field trials, and survey studies with end users.
- Co-ordination of the development of strategic customer satisfaction improvement plans.
- Document processes and issues, as well as customer compliments and complaints at a macro and micro level.
- Provide executive consultation to Networks CEO, Presidents and senior leaders on customer satisfaction trends and areas of opportunity for improvement.
- Lead analysis of quantitative and qualitative data and presentation of findings in meaningful and easy to understand manner.
- Review customer queries to determine root cause analysis and coordinate with teams to develop processes and products to mitigate such issues.
- Represent the company by speaking with customers to solicit feedback on services and performance.
- Manage research vendors on externally assisted projects.
- Maintain quarterly reporting of JD Power rankings and NPS programming across Op-erating Companies and customer journeys.
- Lead heuristic expert evaluations and walkthroughs of customer feedback and in-sights across key touchpoints.
- Own the research and insights budget and supporting vendors and technology.
- Analyze customer feedback on product ranges and new releases.
- Track customer satisfaction across all channels of interaction.
- Represent the company at industry events and conferences, and participate in thought leadership initiatives to build the company's reputation as a leader in the energy industry.
- Oversee the development and implementation of new processes and procedures for tracking and evaluating the results of research efforts.
- Lead collaboration with UX designers and developers for optimal and timely resolu-tion of customer experience and recommendations.
- Develop measurement framework to grow and analyze customer satisfaction and en-gagement.
What you bring
user-centered design
problem solving
data-driven
customer-centric
continuous improvement
energy background
- Understanding of theories and principles of user-centered design, with an emphasis on mobile/native app design and connected experiences.
- Own NPS (Net Promoter Score) – CSAT (Customer Satisfaction), and other customer metrics.
- Strong problem-solving and interpersonal skills.
- Proven ability to generate continuous improvement in daily operations.
- Data-driven mentality to approaching and prioritizing issues.
- Understand all company subsidiaries and product offerings.
- Demonstrate ability to motivate and communicate with others at all levels
- Strong analytical and presentation skills.
- Able to adapt and succeed in a changing environment.
- Strong customer-centric values with a patient, upbeat and positive attitude.
- Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.
- Background in Design Thinking preferred.
- Knowledge of qualitative and quantitative research methodologies.
- Skilled at working effectively across teams.
- Requirement to travel within Iberdrola/Avangrid operating areas as appropriate.
- External awareness of the global utilities & other industry to identify opportunities for the Iberdrola group.
- Excellent communication and negotiation skills.
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
- Good attention to detail, versatility, and organizational skills.
- Experience building and running research practice supporting a diverse portfolio of products and services.
- Excellent written and verbal communication skills.
- BA in Research, Psychology or related field.
- Background with energy or utilities.
- Extensive experience in gathering and interpreting customer experience information.
- In-depth knowledge of customer engagement channels and experience in a similar industry.
- Experience managing a research team.
- Track record of balancing analytical strategic thinking with quick decision-making, change management, and timely execution.
- Minimum 12 years’ primary CX, research and or Marketing experience.
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Training + DevelopmentInformation not given or found
Interview process
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Security clearance- criminal, credit, and employment verification
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Company
Overview
£9.5 billion
Annual Revenue 2023
Generated through operations in energy networks, renewables, and retail and wholesale energy services.
£8.4 billion
Annual Revenue 2022
Reflects the company's performance across various energy-related business units.
13.1%
Year-On-Year Growth
Increase in annual revenue from 2022 to 2023.
- Operates in electricity generation, transmission, and distribution and specialises in renewable energy, particularly onshore and offshore wind farms, and manages the transmission and distribution networks in South and Central Scotland, as well as parts of North Wales and North West England.
- Provides electricity and gas to residential, commercial, and industrial customers across the UK, offering services such as smart metering, energy efficiency advice, and home services like boiler care and maintenance.
- Has three main divisions: Energy Networks, Renewables, and Energy Retail and Wholesale.
- *SUSTAINABLE ENERGY:* Emphasises pioneering renewable energy, creating economic, social, and environmental value, with a commitment to safety, environmental respect, and ethical, rational, responsible actions.
- *INTEGRATING FORCE:* Acts as a dynamic and responsible force for change, fostering collaboration, sharing knowledge, encouraging diversity, and growing talent to achieve common goals.
- *DRIVING FORCE:* Focuses on bringing about efficient change by challenging processes, innovating for continuous improvement, and anticipating customer needs.
2040 Target
Net Zero Commitment
Committed to achieving net zero emissions by 2040.
100% Renewable
Clean Energy Production
All electricity generated from UK windfarms, ensuring a sustainable energy supply.
1,157 Turbines
Wind Energy Network
Operates a network of 1,157 turbines across onshore windfarms, contributing to significant renewable energy generation.
38 Windfarms
Energy Infrastructure
Maintains 38 onshore windfarm sites, supporting the transition to clean energy.
- ScottishPower is a leader in renewable energy.
- Enough electricity to power over 1.2 million homes, nearly half the homes in Scotland.
- Capacity to generate 1,948 MW of electricity.
35% Women Target
% of senior management roles
Target for women in senior management roles by 2030.
32% Female Representation
% in senior management
Increase in female representation in senior management from 26% in 2021 to 32% in 2022.
- Collaborates with several recognised organisations to enhance its commitment to diversity and inclusion, such as the Business Disability Forum, The Armed Forces Covenant, Carers UK, ENABLE Scotland, and POWERful Women. It holds the highest level of accreditation of the Armed Forces Covenant (Gold Status) and received the Inclusive Workplace Award from the Scottish Union of Supported Employment for two consecutive years.
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