Manager, Customer Insights & Strategy

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.

More information is available at www.nrg.com. Connect with NRG on Facebook, Instagram, LinkedIn and X.

Summary

The Customer Insights & Strategy Manager is responsible for leading the NRG Business voice of the customer program. This role will be responsible for developing a deep understanding of our customers, brokers, and prospects throughout their lifecycle and delivering actionable insights to enhance the customer experience and inform the marketing strategy. Ideal candidates will have research, strategy or marketing experience, excellent communication skills, and the ability to work in a dynamic, fast-paced and fun environment.

Responsibilities

• Measure, track and drive customer satisfaction and advocacy throughout the lifecycle, as measured through NPS, CSAT, and Customer Effort.
• Translate business questions into research objectives. Own the end-to-end research process including crafting relevant research briefs, writing and programming questionnaires, and analyzing and presenting findings.
• Gather customer and user feedback through surveys, interviews and behavioral trends. Analyze data, utilizing a variety of analytical techniques and tools to uncover trends, identify patterns, and drive improvements to the customer experience, digital experience, product offerings, and processes.
• Measure and quantify the impact of CX strategies on pipeline, sales and renewal. Leverage customer feedback and behavior to predict future behaviors and identify preferred behaviors. Devise strategies to shift customer behavior based on findings.
• Prioritize the most critical gaps in providing an enjoyable customer experience; lead development of roadmap to address root-causes.
• Develop KPIs, Client Service Level agreements and provide Quarterly Business Reviews.
• Source, select, and manage outsourced vendors and platforms to conduct both qualitative and quantitative research as necessary.
• Works closely with Marketing Managers, Sales and Customer Care teams to ensure customers are satisfied with our products and services.
• Lead and mentor analyst(s).

Minimum Requirements

• Minimum: bachelor's degree from an accredited four-year college or university preferably in Business, Marketing or related field.
• 8-10 years' experience in, marketing, research and/or analytics
• Strong analytical, quantitative, and strategic thinking skills.
• Experience with Voice of the Customer platforms (Qualtrics, Medallia, User Testing etc.)

Preferred Qualifications

• Preferred customer experience certifications (CCXP)
• Preferred experience in the power industry.
• 2+ years of supervisory experience
• Experience with data visualization tools (i.e. Power BI, Tableau)
• Preferred proficiency with CRMs (i.e. Siebel, SalesForce, SuiteCRM, ACT) and programming languages such as SQL.

Additional Knowledge, Skills & Abilities

• Strong quantitative and qualitative analytical abilities with the ability to translate data into actionable insights.
• Excellent oral and written communication and presentation skills.

• Ability to work under pressure and balance competing priorities and deadlines in an organized manner.
• Self-motivated and driven, demonstrable positive attitude.
• Excellent systems skills including Word, Excel & PowerPoint are required.
• Clear appetite for learning and demonstrating a curious mind.

Working Conditions

Majority of work performed by utilizing a computer in a seated position

Willingness to travel occasionally (~10%)

Some overtime required as special projects arise

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.