This position is responsible for the direction, coaching and mentoring of a department of professional research associates specializing in areas such as customer assessment, and market research, and leading the team of customer relations professional responsible for the delivery of value-added business wide Customer Relations support services for Long Island.
This position is responsible for effectively identifying and communicating insightful and actionable analyses to senior executives and lines of business through the integration of various data and customer points of contact, including customer complaints, perception, moment-of-truth surveys, benchmarking, external factors, etc.
This position is responsible for the planning, direction and management of primary and secondary market research in support of strategic and operational decision making including: customer perception measurement, transactional (MOT) measurement, modeling and benchmarking; advertising and communications testing and effectiveness research; new product concept testing and demand forecasting; market and competitor analyses.
Additionally, to support customer perception improvement, this position manages and directs various activities, including analysis and reporting of all perception, transactional, complaint and ad-hoc reports .
This position also leads the Customer Perception Steering Committee, responsible for the development of departmental business plans for customer satisfaction improvement, including initiatives and goals/targets. This position advises, counsels and supports the development of strategic/business plans, marketing plans, communications plans, and new product business cases. This position also supports and advises executives and lines of business on prioritizing initiatives based on potential customer satisfaction impact for the efficient allocation of resources with the objective of optimizing customer satisfaction relative to other business goals.
This position provides strategic direction in the development, implementation, monitoring and effectiveness of the Regulatory/Executive/Escalated inquiry process and assures timely resolution of all Regulatory, Executive and escalated inquiries. This position manages team performance, assures the identification of performance and process gaps and facilitates cross-departmental lessons learned to improve customer service. This position also leads the quality/Customer Experience group aimed at improving customer facing processes through increased quality, better communications, and improved resolution of customer concerns.
This position manages the relationship with LIPA Regulators, and resolves all formal matters before government agencies. This encompasses pre-hearing settlements; directing the process of investigating, reviewing records and preparing for testimony in public and regulatory hearings; and testifying at formal hearings.
This position has significant contact with the offices of the Chairman, President/COO and Utility Vice Presidents and LIPA Regulators as well as partners with governmental affairs to coordinate and resolve customer issues having political implications. This position partners with Electric T&D, Customer Operations, Claims and External Affairs.
Basic Qualifications: Education, Skills and Knowledge that are objective, relevant and non-com parable. Required Competencies: Skills and Competencies required and necessary to perform the job responsibilities as designed. Desired Qualifications: would be beneficial to the position. 10+ years of experience managing customer relations and/or customer assessment activities. BS/BA in Business Management or equivalent work experience. Proficient with Microsoft applications and familiarity with Customer Information Systems or current equivalent. Strong communications skills, both written and verbal. Management experience. Knowledge of JD Power customer perception model and transactional surveys.
Required Competencies: Knowledge of utility field and office operations. Demonstrated planning and organizational skills, strong oral and written communications, demonstrated technical abilities and analytical skills. Experience in customer analysis, knowledge management, new business opportunity assessment and Customer Relationship Management Systems. Demonstrated experience with managing a diverse group of professionals in support of an operation-focused organization; dealing with regulatory agencies and company executives; identifying and recommending customer-focused solutions; managing cross-company communications and information; leading analysis which results in process improvement opportunities.
Desired Qualifications: Masters Degree in Business or Market Research