Description
Plan, manage and direct the Market Research function at PacifiCorp. Responsible for selecting the appropriate research methodology and supporting techniques to improve customer satisfaction and address business objectives. The Customer Service Market Research Manager works closely with internal clients and outside research vendors to deliver reliable and accurate research, detailed analysis of results, insightful research reports and actionable recommendations. In addition, the Manager works closely with internal clients to prepare and finalize weekly and monthly corporate reports.
Responsibilities of this position include the following:
- Plan and execute primary and secondary research projects.
- Collaborate with internal clients to identify research needs and select the most appropriate methodology to answer critical business decisions.
- Qualify and hire market research vendors to conduct qualitative and quantitative studies.
- Coordinate work activities with research vendors to ensure high quality and timely data collection, data analysis and report preparation.
- Use PC-based systems and software to compile and prepare reports, graphs and charts for presentations.
- Prepare insightful, actionable recommendations based on the research to improve customer satisfaction, enhance business processes and identify operational efficiencies.
- Work with internal clients to implement research findings, and identify strategies and tactics that support key business objectives.
- Present the research results and recommended next steps to internal clients and senior management.
- Manage the company’s customer satisfaction improvement plan with a cross-functional team, and update the plan based on the most recent customer satisfaction results.
- Act as the subject matter expert and voice of the customer to identify opportunities to improve customer satisfaction and business processes.
- Prepare corporate reports focused on weekly departmental updates and monthly scorecard reporting.
- Respond to ad hoc requests from internal clients and data requests from external entities.
Requirements
- Bachelor’s degree in marketing, science, business or related filed.
- A minimum of 7 years work experience in the custom market research industry.
- Knowledge of quantitative and qualitative research methods and when to use one approach over the other.
- Exceptional writing skills – clear, accurate, concise and on-target.
- Strong analytical skills to interpret data, identify key findings, and accurately represent the results.
- Outstanding presentation skills to present research to internal clients and senior management.
- Adept at working with research data to identify actionable recommendations that improve customer satisfaction and business processes.
- Experience using simple and multivariate statistics including frequencies, crosstabs, regression and factor analysis. Able to understand and communicated statistical modeling.
- Establish and maintain highly effective working relationships with internal clients and external vendors.
- Strong proficiency for accurate work, meeting timelines and managing the research budget.
- Ability to prioritize work responsibilities and manage several assignments concurrently.
- Team focus to work collaboratively with diverse individuals across several departments and organizational levels.
- Experience with emerging market research methods (i.e., social media) preferred.
- Proficient with Word, Excel, PowerPoint and SPSS.
- Knowledge of and/or experience in electric utility industry a plus.
Salary & Benefits
Full Medical and Dental
PTO
401K matching
Contact
PacifiCorp
825 NE Multnomah Street
Portland Oregon
United States 97232
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