Lead Analyst, Quality Management - Boston, MA, United States - Iberdrola SA

Description

Manager of Research

Department:
Customer Experience and Digital

The Avangrid Lead Analyst - Research will support the Senior Manager of Customer Research in ensuring exceptional customer experiences across Avangrid's Operating Companies by managing CSAT and NPS tools, monitoring feedback metrics, and providing effective insights to the internal stakeholders.

Responsibilities include setting up and configuring feedback tools, analyzing data to identify trends and opportunities, managing vendor relationships, and supporting strategic initiatives to enhance customer satisfaction.

The ideal candidate possesses strong analytical skills, vendor management experience, and effective communication.
Assist the Customer Research Manager in designing research methodologies, collecting and analyzing data, and preparing reports and presentations.

• Manage vendor onboarding and purchasing processes effectively and manage relationships with vendors providing CSAT and NPS tools, ensuring service level agreements are met and resolving any issues that arise.
• Analyze survey data using Qualtrics tools and other analytical software to generate actionable insights and recommendations.
• Implement best practices for survey design, fielding and sampling methodologies, and data validation to ensure high-quality data collection.
• Follow up cross-industry research on customer satisfaction (e.g. Conduct ad hoc analysis and research projects to support strategic initiatives and decision-making processes.
• Follow up regulatory requirements and attend to customer satisfaction data requests in regulatory procedures, providing the necessary support to the Operating Companies.
• Support the integration of the customer research data into the company's proprietary data lake for program enhancement, and collaborate with the data team to ensure accurate data normalization and define the best approach for data management
• Stay updated on industry best practices, CSAT platforms enhancements, emerging trends, and new technologies related to customer satisfaction measurement and analysis.

5+ years of experience in customer satisfaction analysis, market research, or related roles.

• Bachelor's degree in Business, Marketing, Psychology, or a related field.
• setup, configuration, and monitoring.
• Proficiency in data visualization tools and techniques (Power BI, MicroStrategy, etc.)
• Strong analytical skills with the ability to interpret data, identify trends, and generate actionable insights.
• Experience in vendor management, including contract negotiation, performance monitoring, and issue resolution.
• Detail-oriented with strong organizational skills and the ability to manage multiple strategic deliverables on time
• Ability to travel

and project management tools (Jira, AirTable, etc.)

• Vendor management, project management, and stakeholder management experience
• AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual's sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.

This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions.

Avangrid is a leading sustainable energy company transitioning America toward a clean and connected future. Headquartered in Orange, CT, Avangrid has a footprint in 24 states with $41 billion in assets.

Our primary businesses are Networks, which serves 3.3 million electric and natural gas customers in the Northeast, as well as Renewables which is the third-largest renewable energy company in the U.S.

with a diverse onshore and offshore renewable energy portfolio.

With more than 8,000 employees, Avangrid has built a culture that blends diversity, equity and inclusion guided by the company's ESG+F framework and the UN Sustainable Development Goals.

This has led to recognition by JUST Capital for four consecutive years and, in 2024, we achieved an overall 12th place out of 937 companies and #1 in the utility sector thus demonstrating our commitment to the environment and the communities we serve.