Customer Research Specialist

Manitoba Hydro; Winnipeg; On-site; CAD 83,000 - 115,000; Full time

Benefits offered by this job

Competitive salary

Nine-day work cycle

Job summary

Manitoba Hydro is seeking a Customer Research Specialist to design, implement and communicate key customer insights from research initiatives. You will lead studies across channels and collaborate with stakeholders to drive actionable improvements in customer experience.

The role requires strong statistical analysis, governance of survey software, and ability to translate complex data into strategic recommendations. A four-year degree and relevant experience are expected.

Qualifications

• Four-year university degree in business (or relevant discipline) with related experience in designing, implementing and analyzing customer research initiatives.
• Experience leading customer research studies across methodologies, platforms & channels; knowledge of statistics and primary analytical tools.

Responsibilities

• Lead research initiatives from design to insights and strategic communication across channels (email, SMS, digital intercept, phone).
• Perform advanced statistical analyses (correlation, regression, drivers) to validate insights.
• Manage corporate survey software license, governance and user group.
• Oversee end-to-end studies, coordinating internal/external vendors and IT for automation and open text handling.
• Provide governance and support for the corporate research roadmap and text analytics opportunities.

Skills

Data analysis

Statistics

Survey design

Qualtrics

Communication

Public speaking

Project management

Education

Bachelor's degree

Tools

Qualtrics

Statistical software

Job description

Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers! We are a leader among energy companies in North America, recognized for providing highly reliable service and exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that champions safety, supports innovation, and delivers on our commitment to customer service - while actively fostering a diverse, equitable, and inclusive workplace reflective of the communities we serve.

• Competitive salary and comprehensive benefits package.
• Nine-day work cycle, typically resulting in every other Monday off to support a balanced approach to work, family life and community.

Manitoba Hydro's Customer Solutions & Experience business unit (BU) is responsible for customer centricity and building a centre of expertise around the customer's needs and wants. As champions for the customer, this BU develops new and existing products and experiences and represent the customer at every touchpoint, developing market insights and prioritizing service excellence in all of the organization's activities. The Customer Research Specialist position will have a leading role in designing, implementing, analyzing and communicating key strategic insights from customer research initiatives to meet the needs of the Customer Strategy & Experience division.

Reporting to the Manager of Customer Insights & Business Performance Department, the Customer Research Specialist will design and lead many of Manitoba Hydro's key customer research initiatives. The position will play an important role in supporting the identification of key customer pain points through \"insights to action\"; highlighting opportunities to improve the customer experience across Manitoba Hydro's key customer journeys. The successful applicant for this position will play a key role in the development of a corporate customer research roadmap and be responsible for lifecycle management of the research initiatives from initial study design to strategic communication of results. The individual will have a solid understanding of designing customer research initiatives across a variety of platforms and channels, specifically digital survey design and fielding. The individual will also require strong critical thinking and communication skills which will be required to identify and communicate key customer insights to internal stakeholders. This role will also have a governance role over Manitoba Hydro internal research software and ensuring coordination of needs across a cross-functional set of stakeholders.

This is an exciting opportunity for a highly motivated, dynamic individual who enjoys interacting with customers, solving problems and wants to help shape Manitoba Hydro into a more responsive, trusted, customer-centric organization

Responsibilities:

• Lead various Manitoba Hydro's research initiatives. This will include study design, implementation, data analysis, insights generation and strategic results communication. The individual must be experienced in design research programs across a variety of customer engagement channels (email, SMS, digital intercept, phone/voice, etc) to best achieve objectives of internal stakeholders.
• Advanced statistical analysis of research data through available software tools including correlation and regression/key driver analysis to help validate key strategic insights.
• Generate \"actionable insights\" from large volumes of data that correlate with business value for Manitoba Hydro (i.e. alignment with enterprise strategies around operational efficiency, customer experience and trusted advisor).
• Accountable for on-going management of Manitoba Hydro's corporate survey software license. This includes corporate license management activities (renewal, license size, functionality) and governance over an internal digital survey software user group.
• Responsible for operational continuity of Manitoba Hydro's new, existing and on-going research studies. This includes working with both external vendors and internal systems and stakeholders to own studies from conception to insights to action. This work may include working with IT Services on back-end automation from internal enterprise systems and building/maintain automations for survey distribution within Qualtrics software. It also includes ensuring on-going operational requirements (i.e. open text).
• Technical review of research initiatives to ensure the studies (on-going or new) meet stakeholder objectives, corporate strategic objectives while meeting minimum technical performance levels. Successful applicant must have detailed knowledge of the key criteria and technical assessment requirements for customer research initiatives (population sampling, sample error calculations).
• Provide critical support to the Department Manager on the development of a corporate research roadmap, including assessment of opportunities for growing research capabilities across customer touchpoints and communication channels.
• Evaluate the use of text analytics and other leading-edge efficiency tools within customer research area; evaluate opportunities for application within Manitoba Hydro.
• Provide comprehensive support to the business unit for GRA process. This includes interpreting complex questions, drafting and finalizing necessary documentation, collaborating with various stakeholders, and preparing leadership.
• Develop process logistics for the corporate research program to ensure technical integrity of the results and maintain business continuity. This would include development of key maintenance operations and updated process documents to ensure transparent methodologies and an easily transferrable knowledge base.
• Actively maintain knowledge of industry best practices regarding the acquisition and utilization of customer research. This would include developing relationships with other peer utilities to inform Manitoba Hydro's corporate research strategy.

Qualifications:

• Completion of a four-year university degree in business (or relevant discipline) from an institute of recognized standing plus four years of directly related experience in designing, implementing and analyzing customer research initiatives.
• Experience in leading a variety of different customer research studies across a range of methodologies, technology platforms and communication channels. Solid knowledge of statistics and primary analytical tools used within customer research space including sample size/sample error calculation, correlation and regression analysis.
• Proven business acumen, and adept at thinking and communicating in a commercial context to leverage research data to produce key strategic and actionable insights for process owners and management to understand the current state and opportunities to improve the customer experience.
• Technical capability to manage a corporate software platform including ability to lead/coordinate technical back-office automations to facilitate automated distribution required.
• Strong analytical and critical thinking skills with an ability to articulate customer benefits in a quantifiable, measurable, monetary manner designed to demonstrate value to the business.
• Exceptionally customer-focused and oriented, with outstanding relationship-building skills. A proven ability to comfortably and effectively build and maintain a broad range of relationships and at a variety of levels, internally and externally.
• Strong communication (written, oral, presentation) skills and a high level of comfort, credibility, and confidence with public speaking.
• Experience using advanced analytical/artificial intelligence tools (i.e. text analytics) to improve production efficiency (through automation or support) would be an asset.
• The following attributes would be an asset, but are not a requirement:
• - Knowledge of the utility industry
• - Experience with Qualtrics software platform (or other, comparable Experience Management software)

Salary Range

Starting salary will be commensurate with qualifications and experience. The range for the classification is $43.35-$59.82 Hourly, $83,070.78-$114,625.68 Annually.

If you require accommodations during the recruitment process or need this posting in an accessible format, please let us know - we're committed to a barrier-free experience for all candidates.