Job Title:  Voice of Customer Analyst Senior

JOB INFORMATION

• Job Title: Business Analyst Senior

• Grade: Non-Exempt 56

• Job Code: 125484

JOB SUMMARY

Role is dedicated to securing and analyzing voice of the customer data to drive strategic business decisions and enhance customer satisfaction. Responsible for the design, execution, and utilization of market research to creatively solve complex and often unique business issues and using that learning and broad business acumen to support the OG&E’s customer experience initiatives. This position is responsible for aiding business leaders in strategic decision making by understanding, analyzing, and then representing the voice of the Customer.

LEVEL OF RESPONSIBILITY

• Complex responsibilities related to primary focus of job area. Uses best practices and in-depth business knowledge to solve complex problems and improve products or services. May adapt procedures, processes and techniques to meet the more complex requirements of position.

ESSENTIAL FUNCTIONS

• Uncover Customer voice through internal, third-party and unstructured data to drive business decisions that impact customer experience, marketing and business strategy, product development, sales optimization, segmentation, advertising, market exploration and development, and brand development.

• Lead analysis, analytical workstreams, and deliver presentations that support a customer-centric approach and inform advertising, brand development, product development, marketing and business strategy. 

• Develop statistical models, create dashboards, utilize AI, master current tools and explore new technologies to identify and use customer feedback to inform business strategy.  

• Identify appropriate statistical and modeling procedures, metrics, and information requirements for the Company. 

• Analyze Customer insights alongside cross functional teams operational performance, business process, and/or future needs to clarify key challenges, diagnose root cause, recognize performance improvement opportunities, and ensure enterprise strategy and initiative alignment. 

• Lead and collaborate with cross-functional teams on a holistic research, analytics, and strategy vision, while establishing best practices for implementation. 

• Responsible for developing and supporting cross-departmental coordination of Customer research projects and insights by conducting research efforts to solve complex and often unique problems, applying ingenuity and creativity. 

• Evaluate information gathered from multiple sources and reconcile conflicts to establish a comprehensive understanding and to distinguish user/Customer requests from the underlying true needs.

• Serve as a trusted resource to assist members and other departments in understanding Customer voice and its connection to successful business strategy implementation. 

• Execute complicated projects, keeping Leaders informed on status and progress. 

• Work with Leader to align priorities, constructively address project work, and build personal development plans. 

• Identify evolving business needs, industry trends, and advancements in the field of market research for business implementation. 

REQUIREMENTS

• Bachelor's Degree And 5 years directly related experience. Or

• High School Diploma/GED And 9 years of directly related experience.

PREFERRED QUALIFICATIONS

• Certified Research Analyst (CSA), Qualtrics Certification, or Certified Analytics Professional (CAP) is strongly preferred.

WORKING CONDITIONS

• Subject to normal office noise levels.

• May be required to work non-standard hours.

• Office environment using computer equipment including a keyboard, mouse and computer monitor.

• Sedentary to light work exerting up to 20 pounds of force occasionally, and/or a negligible amount of force frequently to lift, carry, push, pull or otherwise move objects.

SPECIAL SAFETY REQUIREMENTS

• Member will not be required to drive in order to perform their job duties.

• Member is not required to perform any safety sensitive duties.

KNOWLEDGE, SKILLS AND ABILITIES (KSAS)

• Skilled at developing and analyzing primary qualitative, quantitative, and secondary or syndicated research.

• Knowledge of a broad range of quantitative techniques such as maxdiff, conjoint, discrete choice, perceptual mapping, and TURF.

• Experience with Qualtrics, SAP S4, and/or other voice of customer data and survey tools such as Power BI, Alteryx, SQL, and R.

• Familiar with segmentation, cluster analysis, descriptive and predictive modeling, principal component analysis, and regression.

• Skilled in strategic thinking and the ability to drive process improvement and see the big picture.

• Skilled in mathematics, analytics, and problem-solving.

• Ability to communicate effectively by listening intentionally, questioning appropriately, and articulating clearly in both written and verbal formats.

• Ability to handle high volumes of work with ability to prioritize effectively and hit promised timelines.

• Ability to work well with and manage multiple vendors to deliver quality work on time, within budget, and with impact.

• Ability to deliver quality work within a low-cost environment.

• Ability to establish and maintain effective working relationships with other departments to influence business decisions related to customer voice.

HEALTH AND SAFETY (MEDICAL/DOT REQUIREMENTS)

• Pre-Employment Drug Screen

SALARY RANGE

$78,458 - $104,624