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Senior Manager - Customer Research
Avangrid
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
7,999 Employees
Service Specialisms
Renewable Energy
Power Generation
Transmission
Distribution
Energy Storage
Engineering
Project Management
Operations & Maintenance
Sector Specialisms
Energy
Renewable Energy
Electricity Transmission
Electricity Distribution
Smart Grids
Grid Infrastructure
Power Generation
Natural Gas Utilities
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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Visa SponsorshipInformation not given or found
Security clearance- criminal, credit, and employment verification
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Company
Overview
47 Billion
Assets Under Management
Total value of company assets across all operations.
3.3M+ Customers
Electric & Gas Users
Over 3.3 million customers served across New York and New England.
10.0 GW
Power Generation Capacity
Combined electricity output from owned and operated facilities.
- Born in 2015 from a merger with UIL Holdings, creating a national powerhouse from regional utilities.
- Headquartered in Orange, Connecticut, with operations in 24 U.S. states.
- Its utilities arm manages eight electric and natural gas systems.
- Projects include onshore wind, solar, biomass, thermal plants, and grid upgrades.
- Fully acquired by Iberdrola in late 2024, enhancing investment potential.
- Key ventures include the nation's largest offshore wind project and the Maine Power upgrade.
- Combines local legacy with large-scale clean energy ambition.
- Sustainable: We seek to be a model of inspiration for creating economic, social and environmental value in our communities and we act positively to affect local development, generate employment, and give back to the community.
- Agile: We act efficiently and with passion to drive innovation and continuous improvement at both the local and global level.
- Collaborative: We work together toward a common purpose and mutual benefit while valuing each other and our differences.
By 2030
Carbon Neutrality Target
The company aims to achieve carbon neutrality for Scopes 1 and 2.
9.3 GW
Emissions-Free Capacity
Installed capacity in wind and solar energy.
10 GW
Energy Goal
Target to generate 10 GW of emissions-free energy capacity by 2025.
70%
Emissions Reduction Goal
Aim to reduce emissions intensity by 70% by 2030 compared to 2015 levels.
- One of the country’s cleanest utilities.
- Compliance Leader Verification certification by Ethisphere Institute for third consecutive term.
2024
Forbes Recognition
Recognized as one of Forbes America’s Best Employers for Diversity in the 2024 ranking.
300M Spend
Supplier Diversity Goal
Aim to increase spend with certified diverse suppliers to $300 million by 2025, up from $195 million in 2022.
- DEI strategy focus areas: increasing diverse representation (especially in leadership), promoting equitable growth opportunities, establishing pathways for community and connection.
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