This position has primary responsibility for leading customer experience and customer satisfaction research efforts for both residential and business customers. Individuals in this position will work collaboratively with leadership and internal stakeholders to develop strategic and tactical approaches to drive improvements towards achieving the corporate customer satisfaction goals. They will identify research objectives and conduct analyses of the data to provide actionable insights and recommendations. These individual(s) will make presentations to communicate their findings to leadership and others in the organization. These individual(s) will prepare reports on customer satisfaction goal progress for senior leadership. Job Responsibilities Manage daily operations of the corporate-wide customer satisfaction transaction survey process Provide accurate and timely reports on customer satisfaction goal progress to leadership and the WEC Board of Directors Support the development and rollout of annual corporate customer satisfaction goals Identify actionable insights using statistical analysis and text/sentiment analysis Lead action planning meetings with internal stakeholders Foster relationships with internal stakeholders to understand their business and meet their needs Create and deliver presentations to a wide variety of audiences, including senior leadership Manage residential customer online panel and lead panel research that drives business value and customer satisfaction Identify and promote best practices by leveraging insights from peer utilities, industry benchmark studies and vendor partnerships Manage customer outreach and recovery programs to enhance communication and customer satisfaction Provide custom research in support of various corporate initiatives including employee experience Lead vendor relationships; may formally supervise employees Assist with budget development and oversight Minimum Qualifications Bachelor’s degree in business, data analytics, economics, computer science, statistics, mathematics, marketing, social sciences, or related discipline Minimum 2 years (Specialist), 5 years (Senior), or 8 years (Principal) experience in market research (customer satisfaction research, survey research) or data analytics related Demonstrated ability to use market research techniques (quantitative and qualitative) Knowledge of statistical analysis software such as SAS, SPSS, Power BI, and/or R Demonstrated project management and meeting facilitation skills Excellent professional communication skills, both written and verbal Demonstrated experience providing recommendations that produced positive business outcomes Proficiency with Microsoft Office Suite (highly competent in Excel and PowerPoint) Preferred Qualifications 5 years relevant work experience Advanced Degree beyond a Bachelors Degree Candidates with research experience in other industries or fields (e.g., marketing, social science, etc.) are encouraged to apply End-to-end research study management from study design and survey creation to data analysis and results presentation