Principal, Customer Centric Research

Overview

TEP is committed to providing the highest quality service to our customers. Be a part of helping us reach this commitment.

• Lead enterprise-wide data-driven decision-making by translating insights into strategies that enhance customer and employee experiences.
• Design and implement Voice of the Customer and Voice of the Employee programs to inform business decisions at all levels.
• Conduct research on industry best practices and innovations to develop scorecards, action plans, and experience optimization strategies.
• Mine and synthesize feedback from multiple channels (surveys, transcripts, social media, etc.) to identify trends and drive improvements.
• Facilitate workshops and consulting engagements to assess current state, identify gaps, and create roadmaps for experience transformation.
• Collaborate with executives and cross-functional teams to ensure alignment and execution of experience-focused initiatives.

• Proven ability to analyze complex datasets using tools like SQL, Python, R, and Oracle to uncover actionable insights.
• Knowledge and experience using program and applications such as Qualtrics, JD Power, Escalent and Medallia.
• Strong background in customer and employee experience research, including survey design, focus groups, and advisory panels.
• Expertise in Human-Centered Design (HCD), journey mapping, and change management to drive strategic improvements.
• Exceptional communication and facilitation skills, with a track record of building consensus across diverse stakeholder groups.
• Deep understanding of customer trust, loyalty, and advocacy, with measurable success in improving these metrics.
• Experience developing and leading CX governance structures and ambassador programs that foster internal and external advocacy.

The Principal for Customer Centric Research is responsible for researching customer centric behaviors and technologies that will further improve our customers’ experience with us to the point it translates into increased loyalty, customer satisfaction, and net promoter scores. This role is responsible for capturing the voice of the customer and working cross-functionally to deliver meaningful and diverse customer experiences. The candidate must be a champion of insights-driven strategy, evidence-based decision making, and continuous innovation.

This individual in this role will deliver powerful stories through complex data, generates deep insight into the needs, motivations, passions, and challenges in the lives of our client’s customers by translating the information into strategies and services that elicit valuable customer behaviors.

Human-Centered Design Process Activities

• Conducts/gathers/defines preparatory research to understand the needs of customers.
• Has the ability to conduct and/or interpret Human Centered Design (HCD) research plans, which could include interview guides, participant observation, information-gathering tools, immersive research, SME conversations, surveys, and more.
• Develops personas, journey maps and leads others through the development of solution seeking “How Might We…” statements.
• Designs and facilitates ideation sessions with a variety of stakeholders, including future-state journey mapping, card sets, brainstorm sketching, paper prototypes, etc.
• Makes recommendations for new processes, services, programs, and products based on research.

Interdepartmental Collaboration and Innovation

• Works with teams across the organization to understand current challenges and goals, and align with CX strategy and objectives.
• Collaborates with IT teams in defining CX IT roadmap and minimally viable products that will help us achieve CX goals.
• Champions implementation of CX strategy objectives and a customer-focused culture across the organization.
• Collaborates with other Customer Insights teammates on the collection of trends, competitive insights, industry updates, and sales reports.
• Collaborates with ET&I team to communicate customer-centric innovative technologies and opportunities that will impact our business.
• Participates in Fortis Customer Experience council, as well as UNS CX Council…