About the JobJob Title: Sr Analyst - Customer Research.Requisition: 82340.
PSEG Company: PSEG Long Island.
Salary Range: $ 79,400 - $ 125,600.
Work Location Category: Hybrid - Melville, NY.
PSEG is not offering visa sponsorship for this position.
Job Summary:PSEG Long Island's Customer Intelligence team is seeking analytically driven and exploratory market researcher to support the team's efforts to share the voice of our customers across the company.
In this role, the analyst will be supporting the ongoing tracking studies with ad hoc research, work to uncover client needs, translate it to a study's design and deliver actionable, relatable insights to business leaders. Analyst will also play a role in forming the future direction of the voice of the customer research, including how data is collected, analyzed, and reported.
Job Responsibilities:- Assisting in identifying relevant research and sharing actionable insights and recommendations to drive customer-centricity and customer experience improvements.
- Developing and executing research to discover customer needs and expectations and then transforming the findings into recommendation.
- Designing survey instruments, conducting data analysis, preparing reports, and delivering presentations of findings and recommendations.
- Providing detailed data analysis of customer experiences, attitudes and preferences and explain them in everyday terms.
- Tracking and reporting performance metrics.
- Conducting market research studies to support customer segmentation strategies, and help in development of appropriate service and product strategies for different customer segments.
- Establishing, defining, and maintaining a deep understanding of customer microsegments, and market intelligence, based on comprehensive internal and external customer insights.
- Assisting in organizing and executing strategy and/or programs based off segment analytics.
- Supporting propensity testing.
- Providing expertise - market insight into best-practices, peer utilities, and consumer trends.
- Supporting initiatives that strive to improve customers' experiences, and participation in PSEG Long Island's programs.
- Working cross functionally to pull together information from internal and external partners to develop, launch, and track the performance of key initiatives that will help improve Customer Experience resulting in higher JD Power scores.
Job Specific Qualifications:- Bachelor's degree with a minimum of 5 years of experience performing analysis.
- Demonstrated strong problem-solving abilities.
- Experienced 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 and instrument development, data collection, analysis and reporting of results.
- Experienced with highly detail-oriented and investigative research.
- Experienced with systems/tools. Proficiency in MS Suite: Excel, Word, PowerPoint; Pivot Tables highly skilled in Tableau and/or Power BI; experienced with SPSS, SAS and/or Python.
- Must have 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 on the attached list and not also a citizen, national, permanent resident of any country not listed; 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.
