Company: Tampa Electric Company
State and City: Florida – Tampa
Shift: 8 Hr. X 5 Days
Power up a career with us. Our people are our greatest investments.
Be the light to help us keep our customers connected. If you are interested in a career and not just a position, Tampa Electric is the place to be! Tampa Electric offers competitive pay, a comprehensive benefits package and opportunities for growth and development in a friendly and professional work environment. We embrace diversity and the inclusion of all. We believe our differences, unique perspectives and talents are our strengths and integral to the success of our company.
We’re honored to serve approximately 780,000 customers across West Central Florida and safely provide them with clean, affordable and reliable electricity. We’ve been doing it for more than 100 years, and there’s so much more ahead.
Join our team of energy experts as we build on that legacy through innovation, continued solar investments, cost-effective and sustainable energy solutions all while keeping top-notch customer service at the center of all we do.
Tampa Electric is a subsidiary of Emera Inc., a family of energy companies which also includes TECO Peoples Gas and New Mexico Gas Company. Emera provides energy to residential and commercial customers in the United States, Canada and the Caribbean, with career opportunities available in all of these locations.
POSITION CONCEPT:
The Customer Experience Market Research Analyst will coordinate and conduct complex market research, including qualitative and quantitative studies, to understand and measure customer satisfaction, behaviors, and preferences to evaluate the effectiveness of marketing efforts, potential and current customer solutions, and/or customer experience impacts to business decisions and strategies. Conduct research, perform analysis, and collaborate with business subject matter experts to turn data into actionable insights. Also monitor Voice of the Customer data for trends and events and make recommendations that enable the organization to improve the customer experience and business strategy.
Advancement in Progression
Advancement to a higher level is based on value added to the Company through increased duties, responsibilities, and accomplishments. Advancement is not automatic, i.e., based solely on time in the job, but will be based on direct observation of the team member’s performance, accomplishments, qualifications, and the business and/or technical needs of the department.
WORKING CONDITIONS
Some extended working hours and overnight travel required.
DUTIES AND RESPONSIBILITIES:
- Assists with the research plan/proposal and design, and conducts all phases of market research including sample selection, data collection, data analysis and presentation of results and recommendations. Uses both qualitative and quantitative research methodologies for customer research projects and studies (e.g. quantitative surveys, focus groups, in-depth interviews, journey mapping, etc.). Summarizes customer feedback and research findings that provide actionable insights to all levels of management.
- Provides consultation services on customer and employee research to internal customers, including the Customer Experience Strategy Council.
- Analyzes a variety of Voice of the Customer data sources (e.g. J.D. Power, Cogent, customer surveys, etc.) for dissemination of key highlights and customer insights. Actively monitors emerging trends within both quantitative and qualitative data sets.
- Researches situations which negatively impact the customer experience and provide clarity on where processes and systems are breaking down. Creates compelling stories and presentations about customer pain points.
- Provides guidance and input on overall portfolio of Customer Experience market research projects.
- Assists with the development of Requests for Proposals (RFP’s) and Request for Quotes to conduct various types of qualitative and quantitative market research studies, and assists in preparing selection recommendations. Works with the external consultant to complete work as outlined for the market research project.
- Provides input to corporate goals and recommends performance improvement initiatives based on results derived from research projects.
EDUCATION:
(Degree must be in accordance with TECO’s education policy)
Required: Bachelor’s degree in Social Psychology, Sociology, Marketing, Statistics, Public Health, Economics, Business, Communications, or associated discipline from an accredited institution. May consider equivalent years of additional experience in combination with an Associate’s degree.
Preferred: Master’s degree in one of the above listed fields
EXPERIENCE:
Required: Minimum of 2 years of professional-level experience in market research, data analysis, and consumer insights. In lieu of Bachelor’s degree, 6 years professional-level related experience listed above with an Associate’s degree, or 8 years professional-level experience with a High School Diploma.
Preferred: 5+ years of experience in market research in Customer Experience business processes at a regulated utility
KNOWLEDGE/SKILLS/ABILITIES:
Required:
- Advanced knowledge of market research, data analysis and statistical work
- Advanced knowledge of sampling, statistical and analytical principles, techniques, and procedures
- Advanced knowledge of principles, methods and techniques used in conducting social science research, such as focus groups and in-depth interviewing
- Ability to independently plan, prioritize and organize multiple complex research projects
- Possess strong collaboration qualities including excellent oral and written communication skills and team building skills
- Ability to devise new approaches and solutions to problems encountered
- High degree of judgement and problem solving is required, as well as strong relationship building at all levels of the organization
- Advanced knowledge of MS Excel
Preferred:
- Market research knowledge in a Customer Experience utility environment highly desirable
- Experience with quantitative and qualitative statistical software platforms
- Experience with online survey platforms, such as Qualtrics
- Experience with J.D. Power data
- Experience managing a customer panel
COMPETENCIES:
- Builds Strong, Collaborative Relationships
- Cultivates Innovation and Embraces Change
- Drives Operational Excellence for Customers
- Takes Ownership & Acts with Integrity
- Thinks Strategically & Exercises Sound Judgment
TECO offers a competitive Benefits package!!
Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!
STORM DUTY REQUIREMENTS….Please make sure to read below!!! Responding to storms will be considered a condition of employment.
TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company’s rules and procedures.
TECO Energy is proud to be an Equal Opportunity Employer.
TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.
In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.
Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.
Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.
Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.
Nearest Major Market: Tampa
Job Segment: Sustainability, Energy
Source: Indeed.com
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