27 May
Customer Insights Performance Analyst - Job Family (Columbus, OH or Merrillville, IN)
Indiana, Merrillville 00000 Merrillville USA

Vacancy expired!

The Customer Insights and Performance Analyst/Lead job family is responsible for translating data into meaningful and actionable insights to support and influence strategic decision making across NiSource. This position will work closely with our business partners to tell data stories through dashboards, charts, graphs, scorecards, etc., and identify significant trends and patterns. The Customer Insights and Performance Analyst/Lead is also responsible for providing strategic guidance on customer-facing channels, including acting as the liaison between key business partners and IT. The Customer Insights Performance Analyst/Lead will focus on keeping the Voice of the Customer (VOC) top-of-mind for key stakeholders and business decisions. Candidates for these positions should be thought leaders who are passionate about data; they understand customers and canlink insights into strategy and translate complex ideas into intuitive communications. Additionally, it is critical for members of this team to be driven by curiosity, be able to seek out the why around business strategies, and be a collaborative partner cross-functionally. Successful candidates will proactively look for ways to represent the customer through data and associated insight. This position requires strong written and verbal communications skills as well as solid technical skills, including advanced knowledge of MS Excel, Access, and Word.Specific Duties:Senior Customer Insights AnalystWork collaboratively across departments to resolve issues, drive projects to closure and achieve desired resultsSupport and execute the development of customer satisfaction improvement plans, strategies, and tacticsCultivate and manage strong, collaborative relationships to support the development and execution of enterprise-wide efforts and state projects that impact our customersProvide strategic insights counsel based in data to senior leaders and state and corporate business partnersIdentify continuous improvement opportunities to streamline processes and procedures to support individual, department and NiSource-wide goalsCultivate expertise in storytelling and customer insights, leveraging tools such as Cognos, Tableau and other data visualization programsAccountable for the development and oversight of work that supports a detailed customer experience strategy using data and best practicesIdentify audience needs, recommend strategies, and develop plans and tactics to support business needsDesign or assist in the creation of questionnaires and surveys to ensure necessary data is captured to discover customer preferences.Use and identify appropriate measurement tools and metrics to support effective customer experience strategyPerforms other job-related duties as assignedFrequent hours outside of normal business hours as required to support team and business partnersModerate travel is required to support business partners and interface with various departments/opcosCustomer Insights LeadAnalyze, interpret and present quantitative and qualitative research findings, insights and recommendations including reports, presentations, and discussions to business partners and senior leadersProactively monitor metrics and insights to make recommendations for improvement, additional metrics and KPIs to research, evaluate and recommend data and research findings to provide industry best practices and valuable insightsCultivate and manage strong, collaborative relationships with business partners to understand business and industry issues and trends to design and execute research that will provide strategic guidance and decision making and support customer experience strategiesCreate presentations, graphs, dashboards, charts, and scorecards utilizing Excel, Tableau, and PowerPointAnalyze key performance results and provide actionable summaries to audiences of all levels (executive to front line).Provide guidance and support to business partners on how to leverage thevoice of customer data and incorporate it into action planning and development of strategyProvide research methodology expertise and guidance to business partners on internal and external focus groups, surveys, and researchDesign and execute continuous improvement systems that ensure the timely and efficient delivery of basic, ongoing customer satisfaction research tools and reports to the appropriate users across business groupsWork collaboratively with business partners to ensure understanding of self-service capabilities, including providing second tier support when necessary targeting ROI deliverablesConduct secondary research, including finding information from industry associationsDevelop business cases, business initiative request processing, documentation, and reporting in accordance with the formal process, and mentors others who work within the processManage listings, apply priorities, rules, and laws that govern the business, strategic business priorities, and practical constraints (e.g., impending regulatory dates) to inform management prioritization and funding decisionsExperience with supporting large projects, including requirements development, development and execution of test scripts, identification of risks, reporting of project performance, project analytics, and overall project communication to key stakeholders.Identify continuous improvement opportunities to share with and participate in the voice of customer action planning processes and provide support to any state-led efforts.Create and deliver engaging presentations, telling a story with supporting data and analyticsFrequent travel is required to support business partner needsPerforms other job-related duties as assignedFrequent hours outside of normal business hours to support team and business partner needsQualificationsPreferred for selection:Bachelors degree in business, data analysis, economics or other related field or equivalent experienceKnowledge of DIS, CIS, WMS, Maximo, GTS or other core customer and work management systemsKnowledge of company policies and procedures, including gas or electric operations, call center, and meter to cash.Knowledge of safety, regulatory, customer, and compliance requirements.Required for selection: Senior Customer Insights Performance AnalystDemonstrated ability to assess needs and deliver on communications activitiesExcellent oral, written, and interpersonal communications skills as well as skills in project management planning and executionMust be a self-starter who is extremely organized and detail-oriented, enjoys technology, and can work in a team environmentKnowledge of software to create graphics, spreadsheets, word-processing files, databases, and PDF files to support and enhance effective communicationsExperience with content management system preferredStrong proficiency in all Microsoft Office applicationsDiagnose business needs to proactively identify areas of opportunity for research activitiesDemonstrated success consulting with business partners to understand research needs and influence strategyKnowledge of data collection methods (polls, focus groups, surveys, etc.)Working knowledge of search engines, web analytics, business research toolsWorking knowledge of mTab, SPSS, Cognos, and Tableau.Working knowledge of data relationships, data warehouses, modeling, and mining.Required for selection: Customer Insights Performance LeadExperience conducting quantitative and qualitative marketing research projects from start to finish, including design, fielding, analysis, and reportingKnowledge of data collection methods (polls, focus groups, surveys, etc.)Advanced knowledge of search engines, web analytics, business research toolsAdvanced knowledge of mTab, SPSS, Cognos, and TableauAdvanced knowledge of data relationships, data warehouses, modeling and miningDemonstrated ability to build collaborative working relationships and to build and maintain effective business partnerships and provide customer experience counselAbility to prioritize plans and projects, deal with ambiguity and effectively manage multiple tasks in a deadline-oriented environmentExperienced in using communications measurement toolsProven PC skills and experience with Microsoft Office suite of toolsKey Competencies:Customer Insights Analyst, Senior Customer Insights AnalystAbility to diagnose business needs and recommend research techniquesCollaborationCommunicationAdaptabilityProject executionthe ability to analyze results and generate insightsActive listening the ability to listen with empathy and understand the intentAudience understandingability to understand stakeholder needs and tailor materials to audience appropriate levelsEngaging content creationskilled in creating compelling presentations that connect to target audiencesSpeaking and presentationdeliver compelling presentations that communicate analysis and insightsCustomer Insights LeadAll Customer Insights Performance Analyst and Senior Customer Insights Analyst competenciesBuilding Strategic Working RelationshipsCommunicationAdaptability Ability to maintain effectiveness when experiencing significant changes in work tasks or environmentActive listening the ability to listen with empathy and understand the intent in communicationsAudience understanding ability to understand stakeholder communications preferencesProject management ability to manage complexities and prioritize among multiple channels, content creators, and business partners.Speaking and presentation skills ability to deliver compelling verbal and written communicationsData analysis and coaching experienced in serving data analysts to leaders and business partnersCustomer experience measurement understand measurement tools and metrics to continuously improve customer journeysFor immediate consideration, please apply on-line at careers.nisource.com before June 10th!Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment. NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, genetic information, or any protected group status as defined by law. Each employee is expected to abide by this principle.By applying, you may be considered for other job opportunities.nullJob Family: Operations Professional

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