Principal, Customer Centric Research

Position Overview

The Principal, Customer Centric Research role is pivotal in transforming customer experiences by leveraging data‐driven insights and human‐centered design. In this position you will capture the voice of the customer, drive innovations, and collaborate with cross‐functional teams to enhance satisfaction, loyalty, and overall engagement.

Key Responsibilities

• Lead enterprise-wide data-driven decision making, translating insights into strategies that enhance customer and employee experiences.
• Design and implement Voice of the Customer and Voice of the Employee programs to guide business decisions.
• Conduct comprehensive research by synthesizing feedback from surveys, transcripts, social media, and other channels to identify trends.
• Facilitate workshops and strategic sessions to assess current challenges, identify gaps, and develop actionable roadmaps.
• Collaborate with executives and cross-functional teams to ensure alignment and successful execution of customer experience initiatives.
• Champion human-centered design processes including persona development, journey mapping, and ideation sessions.

Required Qualifications

• Proven ability to analyze complex datasets using tools such as SQL, Python, R, and Oracle.
• Experience with platforms including Qualtrics, JD Power, Escalent, and Medallia.
• Strong background in customer and employee experience research methodologies.
• Expertise in human-centered design, journey mapping, and change management.
• Undergraduate degree in a related field and four or more years of professional experience as a Project Manager or two or more years as a Program Manager.
• Excellent communication, facilitation, and consensus-building skills with demonstrable project management proficiency.

Preferred Qualifications

• MBA or related advanced degree.
• At least 3 years of relevant experience in the utility industry.
• CX certification with 3 years of CX/UX experience.
• Proven leadership skills with the ability to mentor and influence cross-functional teams.

Benefits & Perks

• Competitive salary based on qualifications and experience.
• 401k plan with generous company match and additional contributions.
• Affordable individual and family health insurance plans.
• Tuition assistance, life insurance, and long-term disability insurance.