Introduction
At AES we have an amazing opportunity to transform the world with our energy services. The world no longer thinks of energy as a matter of supply and demand. Now it’s a space for innovation and partnership. With this transformation comes a responsibility to work with a smarter approach, new thinking informed by past experiences, and with stronger collaboration between regulators and innovators, old systems and new technologies, and a new relationship with our customers. This includes service through our utilities to more than 1 million customers across the states of Indiana and Ohio as well as 1.4 million customers in the country of El Salvador.
Guided by our knowledge that every customer is at a unique place in their energy journey, our vision is to provide our customers value through personalized, innovative and seamless energy services and solutions enabled by transformative technologies. A one-size fits all approach using outdated technology isn’t going to cut it. This is where you come in. Our goal is to ensure each customer is delighted with every interaction, connected with the right content at the right moment, and paired with the products and services valued most with limited friction. If this is your passion, we welcome you to join the team.
The Role
To support AES utility companies in achieving its vision, we are looking for a market researcher to support and build AES’s budding customer experience program. Working with the business, you will leverage your research and analytics expertise to help us deliver the best possible experiences to as many of our customers as possible in as many moments and interactions as possible. You will work with large sets of data, build metrics and business cases to increase the overall impact of our CX and market research efforts. The ideal candidate will be an analytically driven team player, with excellent attention to detail who wants to explore customer experience improvement opportunities and produce data that drives strategic decision making.
This role will take the lead in gathering insights and data to support VOC and CX initiatives, playing a key role in the preparation of materials preceding these events and post-event readouts. This is a versatile and dynamic role that will rely on your analytic, research, business, product, project management, and leadership experience.
As a market researcher supporting Customer Experience, you will:
-
Independently evaluate market research, VOC and CX data, identify weaknesses and/or patterns, and develop strategies to maximize customer satisfaction and survey scores.
-
Analyze customer satisfaction data to extrapolate meaningful information to identify, prioritize and target customer experience improvement opportunities.
-
Assist in cross-departmental teams to identify and analyze structural and operational improvement options to deliver extraordinary customer experiences
-
Monitor multiple sources of (VOC) feedback, including customer surveys, digital feedback, and other channels to identify and assess gaps in the customer experience
-
Collaborate to identify operational metrics and systems/tools to align operations with achieving customer satisfaction goals.
-
Productively collaborate and influence organization leadership to develop implementation action plans and timelines for the new processes/CX touchpoints.
-
Assist in creating dashboards that share detailed & real-time customer feedback with the organization to provide a better customer experience
-
Identify, create and maintain a suite of customer behavioral models, including dynamic segmentation, future behavior, next best action, customer propensities, etc.
-
Use analytical methodologies to identify customer pain points and empowering data-driven decision making.
-
Act as a key partner and internal consultant to the various business units (eg., finance, call center, marketing, community relations, etc.) to identify core business challenges which can be fundamentally improved via advanced analytics
-
Experience analyzing all types of data including CSAT, NES/CES, NPS survey, text analytics and metrics
-
Knowledge of CX best practices, standards and customer centric CX methodologies
-
Serve as the operational arm of the CX Roadmap Manager’s strategic accountabilities to CX COE stakeholders and leadership; can take direction and help operationalize the big-picture view of the CX journey across various in-flight efforts.
The Work You May Do
-
Provide project management, technical, and analytical support for CX initiatives as they arise
-
Demonstrated experience and/or interest in survey-based market research, customer experience, and data analysis
-
Experience / familiarity with survey design and market research methods – An advantage
-
Some programming background (e.g., Python, XML, SQL, VBA) – An advantage
-
Communicate with internal and external clients to understand business needs and provide analytical solutions
-
Use statistical concepts such as regression, time series, mixed model, Bayesian methods, clustering, etc. to analyze data to drive business value
-
Work in an Agile, collaborative environment, partnering with other scientists, engineers, and database administrators of all backgrounds and disciplines to bring analytical rigor and statistical methods to the challenges of predicting behaviors
-
Identify, retrieve, manipulate, relate and exploit multiple structured and unstructured data sets from various sources including building or generating new data sets as appropriate
-
Work closely with software developers, data leaders and customers to design and develop analytic services and data driven solutions
Who You Are
-
You can debug, troubleshoot, design and implement solutions to complex technical issues.
-
You have a knack for analytics and solving problems using data.
-
Ability to deal with the ambiguity and the flexibility to change direction as additional information becomes available
-
Ability to break down and deeply understand complex problems, communicate complex matters efficiently, and distill ambiguous, open-ended questions into workable problems
-
Strong problem-solving skills, optimizing for the simplest, most robust yet practical solutions
-
Dynamic Self-starter and ninja who is excited by learning new technologies, getting your hands dirty, and creating scalable solutions
Required Professional and Technical Expertise
-
Experience with machine learning techniques and advanced analytics (e.g. regression, classification, time series, econometrics, causal inference, mathematical optimization, text analytics)
-
Experience with A/B testing, executing product experimentation strategies
-
Experience working with very large datasets that reflect real life problems such as noisy, highly imbalanced datasets
-
Great communication skills and ability to articulate how insights map to solutions and action items
-
Experience with data visualization libraries and platforms
-
Bachelor’s degree in Social Science, Management, Statistics, Computer Science or a related field from a top university
-
1-3 years experience in market research or related field – recent university graduates will be considered
AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee’s I-9 to confirm work authorization.
