Customer Insights Manager

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About our Customer Insights Department:
Our Customer Insights department is part of Customer Experience & Insights which works within Customer Programs and Services collaborating with stakeholders providing value to the customer and the company through evaluation, design, and delivery of simple multi-channel experiences, which are enriched with customer knowledge, data, and optimized program offers.
Position Overview:
The Customer Insights Manager works with the Senior Manager, Customer Insights and M&E to evolve the way SCE identifies, collects and analyzes customer information and data, in support of meeting or exceeding corporate goals, customer satisfaction objectives, and delivering customer-centric programs, products, and services.
The manager will accomplish this by managing an organization of approximately 4 FTEs that will develop actionable customer insights through the market intelligence (general research and customer surveys/focus groups). In addition to managing the direct team, this manager will leverage multiple cross functional teams comprised of members from across SCE as well as external partners, vendors, and stakeholders. The Manager will determine budget and resource requirements and have oversight of a budget of approximately $3MM.
Typical Responsibilities:
Develops plans for collecting and analyzing relevant customer data and feedback (e.g., J.D. Power surveys, ad hoc surveys, digital product customer testing, secondary market data and other sources) to support customer satisfaction improvement initiatives, or other departmental, CS-wide or corporate goals/objectives. Oversees execution of those strategies, including designing and implementing surveys, reporting, and other insight activities.
Develops and socializes actionable insights from customer data and feedback, including identification of gaps in customer experiences, recommendations for short and long-term solutions that include improvements with people, processes and systems. Includes measurement and analysis of customers' digital activity and preferences, feedback from their experiences with SCE customer service personnel, and other interactions with SCE.
Collaborates with other work groups to align process improvements and develop customer-focused performance metrics (KPIs) and standards, policies, and procedures.
Provides direction into the day to day planning and executional operations of the functions within the Customer Insights team, including being available to approve requests, provide council on plans / projects or management issues, and helping to overcome roadblocks to maximize results. Monitors, measures and manages to KPIs, corporate and department goals.

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