Principal, Customer Experience & Insights

Tucson Electric Power; Tucson (AZ); On-site; USD 120,000 - 165,000; Full time

Job summary

Tucson Electric Power seeks a Principal for Customer Centric Research to lead insights‑driven strategies, capturing the voice of the customer and shaping experiences across the organization. You will translate data from surveys, VOC, and journey maps into actionable roadmaps, partnering with CX, IT, and business units to lift customer loyalty and satisfaction.

The role requires undergraduate degree and 4+ years in project/program management, with Human‑Centered Design and strong communication as

Qualifications

• Bachelor's degree required.
• 4+ years as a Project Manager or 2+ years as a Program Manager.
• Ability to build internal/external consensus across diverse stakeholders for CX initiatives.
• Effective written and oral communication across all levels of the organization.
• Strong change leadership and adaptability to dynamic project needs.
• Proven ability to collaborate across teams to drive CX initiatives.

Responsibilities

• Lead preparatory research to understand customer needs.
• Interpret HCD research plans including interviews, surveys, and immersion.
• Develop personas and journey maps; guide solution‑seeking statements.
• Design and facilitate ideation sessions with diverse stakeholders.
• Recommend new processes, services, or products based on research.
• Collaborate with CX IT and other teams to align on roadmaps and objectives.

Skills

SQL

Python

R

Oracle

Qualtrics

JD Power

Escalent

Medallia

Survey design

Focus groups

Advisory panels

Human-Centered Design

Journey mapping

Change management

Communication

Facilitation

Education

Bachelor's degree

Job description

Tucson Electric Power seeks a Principal for Customer Centric Research to lead insights‑driven strategies, capturing the voice of the customer and shaping experiences across the organization. You will translate data from surveys, VOC, and journey maps into actionable roadmaps, partnering with CX, IT, and business units to lift customer loyalty and satisfaction.

The role requires undergraduate degree and 4+ years in project/program management, with Human‑Centered Design and strong communication as