Customer Experience and Survey Research Analyst Location: Jackson, MI 49201 (This position can be based at the OEP location or conducted remotely) Contract Duration: Until 12/31/2025, with a high possibility of extension Position Overview: The Voice of the Customer team at Consumers Energy is dedicated to capturing and analyzing customer feedback to enhance our commercial and residential programs and services. This team plays a pivotal role in collaborating with various stakeholders, including Marketing, Utility Operations, Corporate Communications, Renewable Energy, and Energy Waste Reduction, to ensure we consistently deliver an exceptional customer experience. Key Responsibilities: Research Design and Implementation: Develop, manage, and analyze research studies to evaluate customer satisfaction related to utility services and value-added products. Create and distribute surveys to gather feedback and insights on customer attitudes. Segmentation and Targeting: Identify different customer segments to tailor messaging effectively. Conduct market segmentation and micro-segmentation to optimize customer engagement and communication strategies. Data Analysis and Reporting: Analyze internal data using SPSS, Excel, and Power BI to extract actionable insights. Apply statistical techniques such as cluster analysis, regression, and factor analysis. Create and maintain Power BI dashboards to present research findings. Survey Development and Management: Develop and manage questionnaires, oversee survey distribution, and analyze survey results to support marketing strategies and customer engagement initiatives. Collaboration and Communication: Work closely with internal teams (CMS Energy internal clients, product management, marketing division, and customer analytics teams) to coordinate research efforts and generate comprehensive reports. Allocate 25% of time to internal team interactions and 75% to data-focused tasks. Project Management: Manage all aspects of research projects, including proposal development, consultant selection, survey sampling, data collection, analysis, and reporting. Ensure effective project coordination and timely delivery of results. Qualifications: Research Expertise: Demonstrated experience in quantitative and qualitative research methods. Ability to design and implement studies, develop surveys, and provide actionable recommendations based on data analysis. Statistical Skills: Proficiency in statistical techniques such as cluster analysis, regression, factor analysis, and decision trees. Experience with SPSS and R is preferred; Power BI experience is a plus. Data Management: Experience in managing data and segmentation projects, preferably in a market research or advertising agency setting. Capability to demonstrate effective customer profiling techniques. Communication Skills: Exceptional written and verbal communication skills with the ability to present complex information clearly and interact with diverse audiences and organizational levels. Organizational Skills: Strong organizational skills with experience in managing multiple projects simultaneously. Experience: Minimum of three years of experience in research and analysis within a business environment. Work Arrangement: This position can be based at the OEP location or conducted remotely.
