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We have an exciting opportunity to be an integral part of Voice of the Customer (VOC) Team. This team brings awareness of customer satisfaction information and insights to Eversource leaders and employees. The VOC Team is responsible for leading the company in customer satisfaction research and communications. The CX VOC Analyst will be responsible for certain aspects of the overall work the group accomplishes, including but not limited to:

• Developing and executing customer research to obtain customer insights, awareness, and satisfaction levels related to Eversource processes, products, and services. This is accomplished through conducting surveys, interviewing other companies, working with consultants, and/or conducting other research.

• Analyzing customer satisfaction survey results for specific areas and across areas, involving comparing survey and research results to internal processes and goals, identifying specific reasons for satisfaction performance in terms of process, procedures, staffing, technology, and locational areas.

• Providing day-to-day support for the effective use of the Eversource online communities (live chat, discussion boards, panel surveys, etc.) and working with vendors and internal stakeholders from multiple departments to determine and execute appropriate customer research and engagement activities with the communities.

• Recommending research projects and utilizing the results of the customer and employee Online Communities research tools to augment customer satisfaction results and conduct other customer process related analysis while working with VOC Team, vendors, and internal stakeholders from multiple departments.

• Developing and delivering communications about customer insights and outcomes to a variety of stakeholders.

• Aligning findings around customer processes and issues from findings between VOC research and the Executive Inquiries/I Am Eversource processes.

• Draft responses and providing internal insights on related regulatory reporting requests or requirements and the Corporate Performance Management monthly reporting process.

• Participating in or leading the processes for Customer Survey Change Control and CX Dashboard Access Control.

• The CX VOC Analyst is responsible for learning about specific Eversource customer facing processes and collaborating with business partners in multiple departments to achieve and enable insights to be identified and communicated, and to improve research, analytics, and reporting capabilities.

Essential Functions:

• Develops understanding of Eversource customer experience business objectives, needs, processes, tools, and data.

• Designs and performs quantitative and qualitative research to meet business needs to accurately capture and measure customer attitudes and awareness of the Company’s performance, products, and services. Understands and connects research conducted internally with vendor-supplied studies and benchmarks.

• Provides day-to-day management of the company’s use of online communities, including collaboration with internal stakeholders and external service providers.

• Responsible to ensure day-to-day execution, quality assurance, and controls around the internally executed survey content, data feeds, survey execution process, including the dashboard, and coordinates with IT and business stakeholders via the change control processes established to support the process.

• Conducts thorough analysis of customer research data to identify specific areas of opportunity to improve customer satisfaction and improve the customer process. Uses multiple sources of data in the analysis, including structured and unstructured customer research, benchmarks, demographics, and internal operational data.

• Provides input for the design, development, and testing, of data access & analysis platforms, i.e. data warehouses with use of business intelligence analysis tools and/or Excel-based analysis models and utilizes platforms to conduct analyses.

• Develops or designs reports and tracks information in support of analyzing customer research and issues. Uses multiple sources of data including structured and unstructured customer research, benchmarks, demographics, and internal operational data.

• Develops reports and summaries appropriate to key audiences including business leaders, employees, regulators, and customers to provide insight into customer sentiments and opportunities for improvement.

• Communicates results of analyses in various forms, which may include developing materials for others to communicate, or communicating results directly with individuals, working teams, or business groups.

Technical Knowledge/Skill

• Requires a working knowledge of customer research, including learning and translating the business needs and objectives into customer research methods (i.e. surveys or other projects), using research platforms and tools to develop and execute quantitative and qualitative studies.

• Intermediate experience with Excel and Power BI

• Designing effective methods to communicate the results of research finding, for example, PowerPoint presentations, newsletters, and visual dashboard displays.

• Analyzing multiple sets of structured and unstructured data to identify relationships, coming up with hypotheses and findings from the research and other data.

• Designing metrics and analysis for use in business intelligence tools for ad hoc analysis.

• Requires the ability to take ownership of and assist in projects that involve internal and/or external business partners.

• Proficiency in PC desktop applications (e.g., Microsoft Word, Excel, PowerPoint); strong use of Excel and Power BI.

• Statistical background and knowledge on surveying methodology and sampling techniques with preferred use of software such as mTAB, Qualtrics and/or other data or statistical analysis software.

• Ability to assess for situational appropriateness, and to quickly learn and utilize new reporting and dashboard programs.

Education:

• Bachelor’s degree in in Statistics, Mathematics, Engineering, Economics, Marketing, Business, related discipline, or equivalent experience.

Experience:

• 3 - 5 + years of experience in related areas.

Working Conditions:

• Must be available to work emergency restoration assignment as required.

• Must be available to travel between MA/CT/NH as necessary.

• Work is performed primarily in an office environment which requires standing, sitting, walking, climbing stairs, writing, typing, speaking, and presenting with individuals and groups.

• Work involves extensive use of a computer and significant interaction with individuals at all levels and groups from many business areas. Requires occasional travel between Eversource work locations for meetings, which may include infrequent travel to other locations for multi-day conferences, research, or training.

• Requires extended hours on any shift or location in support of customer power outage restorations via the company’s Emergency Deliver superior service to our customers, both internal and external, in a reliable, attentive, courteous, quality, proactive and timely manner

Worker Type:

Number of Openings:

EEO Statement

Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor

Vaccination Information:

Eversource requires all new employees to be fully vaccinated for COVID-19 by their first day of employment. If you have any concerns regarding compliance with this requirement, you will need to discuss your concerns with Eversource’s HR department after you have been made a conditional offer of employment. Eversource does not require applicants to discuss vaccination status prior to receipt of a conditional offer of employment and complies with all applicable laws.

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.