Senior Customer Insights Analyst (Denver Or Minneapolis)

Job Description

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A position at Xcel Energy could be just what you're looking for.

We are looking to fill this position in either Denver, CO or Minneapolis, MN

Position Summary

You will serve as a critical team member in the development of utility energy efficiency, renewables, electric vehicle (EV), and demand management customer programs (products), in a group grounded in design thinking / customer-centric design approaches. Your contributions ensure the voice of the customer is the basis for programs designed to help Xcel Energy's customers participate in the clean energy transition through a great customer experience that keeps bills low! Responsible for the strategic management of all primary marketing and customer research initiatives with internal and external resources to shape and improve the design of customer programs in development. Consult and collaborate with Product Developers to identify critical program design objectives, design appropriate market and customer research studies, validate analytics, synthesize findings, and present primary research results and recommendations. Understand the short- and long-term goals and objectives of Xcel Energy and the organization to fulfill market and customer research needs and continue to advance best customer insights practices.

Essential Responsibilities

• Consult and collaborate proactively with energy efficiency, renewables, EV, and demand management Product Developers to understand their program design needs and research questions. Identify and propose potential market, peer utility, and customer research initiatives that would inform their program design questions through exposure to customer, market, and competitive trends.

• Partner with Product Developers to ensure that they are utilizing research to inform their customer program design decision-making. Attend cross-functional Product Development product design meetings to provide insights and suggest potential market and customer research activities to inform product design.

• Manage and drive the planning, implementation, and execution of all market and customer research projects, both primary and secondary, for cross-functional Product Development teams (which can include Product Managers, Engineers and other technical experts, as well as representatives from Regulatory, Legal, Risk and other teams), leveraging design thinking and/or customer centric design principles throughout all research projects. Ensure successful project management throughout the research process from conception through final deliverables. Direct the generation of final deliverables in collaboration with external vendors and internal stakeholders that communicate insights and implications that are relevant to program design. Effectively communicate milestone achievements or challenges with research to Product Developers and encourage their involvement in the process and their input into the final outcomes of the research.

• Clearly define the research objectives and the necessary scope of the research. Identify timing and resource constraints for the research. Design, implement and manage research projects with various levels of complexity. Successfully partner and manage the activities of the external vendors in terms of the preferred methodology, sampling, survey instrument, analysis plan design, reporting and presentation. Ensure the work meets determined research objectives, within product development timing and research constraints, subject to managerial review and approval.

• Design, define, and implement best customer insights practices on behalf of the Product Development Organization to ensure that the department remains efficient and utilizes best design thinking or customer-centric practices throughout the product development process.

• Stay up to date on the offerings that external vendors provide and new methodologies being utilized to answer market and customer research questions.

• Stay up to date on company, industry, and business issues/trends to ensure Product Developers are appropriately supported in the research process and program designs align with trends. Surfaces customer-related strategic issues and initiatives for discussion with Product Developers.

Minimum Requirements

• Required Bachelor's degree in a related field

• 5+ years experience in marketing research including both quantitative and qualitative methods

• Experience in one of the following areas: brand and product advertising evaluations, DSM program evaluations, customer loyalty, Voice of the Customer/Customer Experience; Custom/adhoc marketing research topics to inform business decision-making; syndicated research

• Proven written and verbal communication skills

• Approximately 10% travel required

Preferred

• MBA

• 3+ years experience in the utilities/energy industry

• Design thinking and/or customer-centric research expertise, including ethnographic research and leading co-creation with customers

• Experience with utility customer programs, including those that deliver energy efficiency, renewable energy, EV, or demand management engagement opportunities to customers across all residential and business customer segments

• Experience crafting and directing customer engagement strategy for a portfolio of customer products or programs

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you're ready to be a part of something big, we invite you to join our team.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at recruiting@xcelenergy.com.

Non-Bargaining

The anticipated starting base pay for this position is: $81,000.00 to $115,866.66 per year

This position is eligible for the following benefits: Annual Incentive Program, Medical/Pharmacy Plan, Dental, Vision, Life Insurance, Dependent Care Reimbursement Account, Health Care Reimbursement Account, Health Savings Account (HSA) (if enrolled in eligible health plan), Limited-Purpose FSA (if enrolled in eligible health plan and HSA), Transportation Reimbursement Account, Short-term disability (STD), Long-term disability (LTD), Employee Assistance Program (EAP), Fitness Center Reimbursement (if enrolled in eligible health plan), Tuition reimbursement, Transit programs, Employee recognition program, Pension, 401(k) plan, Paid time off (PTO), Holidays, Volunteer Paid Time Off (VPTO), Parental Leave

Benefit plans are subject to change and Xcel Energy has the right to end, suspend, or amend any of its plans, at any time, in whole or in part.

Deadline to Apply: 04/19/24

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ACCESSIBILITY STATEMENT

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