Senior Manager, Research & Customer Experience

Welcome to the intersection of energy and home services. At NRG, we're all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers' lives easier-helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

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Job description

The Senior Manager, Research & Customer Experience (CX) will be responsible for research, analysis, insight interpretation and data file management to support the CX & Insights function within NRG Consumer Energy. The Senior Manager will work with a cross section of the organization to ensure we understand consumer perception and deliver a customer-centric experience in alignment with business strategy. This role will work closely with other members of the CX & Insights team, as well as marketing, go-to-market, digital, customer care, operations and IT teams. Qualified candidates will have strong research, analysis and technical skills, along with exceptional interpersonal, collaboration and communication skills.

Responsibilities

• Proactively lead NRG in identifying opportunities where market research, customer experience and competitive intelligence can play a role in resolving business issues.
• Partner with research managers to lead various research efforts, including qualitative and quantitative studies, in alignment with business stakeholder objectives. This includes managing development of questionnaires, stimuli, discussion guides, etc., as well as guiding business stakeholders to define clear, actionable, project learning objectives and back-end findings.
• Interpret results of analyses and develop clear and persuasive presentations of key findings and business implications to all levels of the organization. This includes analyzing and synthesizing unstructured text using AI-based tools.
• Manage customer survey file process, including survey file recipient data flow, appended metadata, export files and data extraction.
• Automate and optimize data ingestion and export pipelinesin collaboration with Data Engineering and IT.
• Refine and evolve the text analysis taxonomy on an ongoing basis.
• Collaborate cross-functionally with CX, Data, and Business Intelligence stakeholders to resolve data anomalies, latency issues, or system mapping discrepancies.
• Communicate effectively with stakeholders through written and oral presentations, as well as dashboards through tools such as PowerBI.
• Manage project costs to budget and provide ongoing project status reports.
• Stay abreast of latest research and insights methodologies and leverage these techniques to address key business issues.
• Lead exploration and evaluation of new vendor partners as needed.
• Assist various members of the CX and Insights team with ad hoc analysis and requests.

Requirements

• Experience working with large research firms and Voice of the Customer platforms.
• Hands-on experience with BI tools like Power BIor equivalent (e.g., Tableau, Looker).
• Exposure to large-scale enterprise systems (Oracle, SAP, Salesforce, Snowflake, etc.).
• Solid understanding of data file formats (CSV, JSON), data validation, and normalization concepts.
• Comfort navigating cross-functional environments with a variety of technical and non-technical stakeholders.

Education
Bachelor's degree in marketing, business, or equivalent discipline. Advanced degree a plus.

Experience & Skills

• 8+ years working experience with 4+ years of specific experience in research, survey management and insights analysis in a consumer-facing product or service company.
• Working knowledge of research and insight best practices and a passion for doing what is right for the customer and company.
• Proven ability to handle multiple competing priorities, and ability to adapt in a flexible and fast-paced environment.
• Demonstrated ability to translate customer needs into requirements. Ability to use hard data and metrics to back up assumptions.
• Excellent written and verbal communication skills; i.e. effectively communicates with internal groups on ideas and resolves issues; presents complex information in a clear, concise manner.
• Project management skills, including ability to manage and prioritize multiple complex projects simultaneously.
• Strong collaboration skills and the ability to work in a team environment or independently.
• Ability to take initiative and be proactive.
• Expert user of Microsoft Office, especially Excel and PowerPoint.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.