Sr Customer Insights Analyst

Who We Are

We're powering a cleaner, brighter future.

Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.

We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 20,000 colleagues strong serving more than 10.7 million customers at six energy companies -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco).

We're committed to creating an environment where every person can thrive. Our employee experience is grounded in four tenets that guide how we support our people: purposeful careers, growth opportunities, community impact, and support to thrive.

In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.

Are you in?

Primary Purpose

Develop, implement, and communicate the results of research projects. Manage a diverse set of research projects, including (a) customer satisfaction measurement, tracking and benchmarking, (b) image and brand equity research, (c) needs-based market segmentation, (d) new product and service concept testing and demand forecasting, (e) customer assessment of products and services, (f) ad and copy testing, (g) communications and issues management research, and (h) industry assessment. Manage internal client and vendor relationships in the design and execution of research projects.

Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

Primary Duties

• Directs and conducts research projects and customer assessments and draws strategic and tactical insights as they relate to the company. Provides timely and actionable research findings to line/functional managers.

• Works with the company's business areas to assess their needs for customer information and structures projects to achieve these specific goals. Assists line/functional managers in the interpretation of research findings.

• Works with the company's various lines of business to assess opportunities to enhance the customer relationship with the company.

• Support business planning teams with statistically sound existing and emerging market assessments, providing the foundation for sales planning and goal targets. Effectively satisfy client ad hoc requests for specific customer information needs.

• Selects and manages market research and data mining vendors and consultants.

Job Scope

• Oversee and direct the activities of market research consultants consistent with contractual requirements.

• Support the customer insights needs of internal clients and manage their expectations.

• Participate in teams to identify courses of action consistent with research findings and implement approved action plans.

• Support the information needs of numerous company departments to facilitate decision-making.

Minimum Qualifications

• Bachelor's degree required in customer insights, market research, marketing, statistics, economics, psychology or computer science or in lieu of degree, 6-9 years of relevant business experience.

• 4-7 years in customer insights, marketing research, customer relationship management, knowledge management and new business opportunity analyses.

• Proven ability to manage and conduct research, extrapolate and integrate data, extract insights and draw conclusions, and provide clear, concise reports. Proven ability to apply findings to both strategic and tactical marketing plans.

• Understands the fundamentals of customer insights, marketing research and market analysis. Applies systematic approach to work. Computer literate in Microsoft Office Suite of products. Working knowledge of statistical software packages.

• Ability to translate research, customer insights and data analysis findings into coherent conclusions and actionable recommendations. Good oral and written communication skills.

Preferred Qualifications

• Master's degree in Market Research or Quantitative Field

• Extensive knowledge of the industry (5-10 years' experience) and emerging energy markets.

• Experience in customer value analysis and customer information management systems.

• Prior experience in an operation research role

• Ability to use a broad range of development languages (e.g. C C++, Python, Perl, Matlab, etc.) and database query languages (e.g., PowerBI)

Benefits

• Annual salary will vary based on a candidate's skills, qualifications, experience, and other factors: $91,200.00/Yr. - $125,400.00/Yr.

• Annual Bonus for eligible positions: 15%

• 401(k) match and annual company contribution

• Medical, dental and vision insurance

• Life and disability insurance

• Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave

• Employee Assistance Program and resources for mental and emotional support

• Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement

• Referral bonus program

• And much more

Note: Exelon-sponsored compensation and benefit programs may vary or not apply based on length of service, job grade, job classification or represented status. Eligibility will be determined by the written plan or program documents.

Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law. If you are an individual with a disability and need an accommodation to complete the application, please email us at [email protected].