Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.
As a Customer Lifecycle Data Consultant, you will play a pivotal role in creating a highly engaging and relevant direct customer communication experience through the application of complex data, technology and advanced data analytics.
Your primary focus will be:
- Lead a holistic direct marketing customer engagement and contact program. Perform tasks in the development and optimization of Marketing engagement and contact programs that ensure customer and business alignment, best practice integration, and the advanced use of data and data models.
- Partner closely with business partners to solve the execution of complex direct customer journeys as well as the testing and optimization of those customer journeys.
- Apply subject matter expertise of Marketing Communication tools (e.g. Microsoft Dynamics, Salesforce, Adobe) to customer and business challenges to extract maximum value from technology application.
- Lead the capabilities roadmap for advancing our marketing communications tools and data by partnering with business and IT.
- Lead the advanced data analytics roadmap and partner with Data Science Team on the use of data and data models to deliver highly targeted and engaging customer journeys.
- Apply a strategic marketing data and test and learn mindset to drive effective and optimized direct customer journeys.
Minimum Qualifications:
- BA/BS degree in marketing, statistics, or a field with a focus on data analytics plus eight (8) years of experience in marketing and data analytics.
- In lieu of degree, a total of twelve (12) years combined education and experience.
- Experience with predictive model build, test, and validate process.
- Experience with developing dashboards with data visualization software (e.g. Power BI, Tableau).
- Strong written and verbal communication skills with a proven ability to communicate effectively complex marketing data and direct marketing concepts to business partners.
- Advanced knowledge of Microsoft Dynamics or similar customer communication application (e.g. Salesforce, Adobe).
Preferred Special Skills, Knowledge or Qualifications:
Ideal candidate works well in a team environment and can communicate effectively across functions and levels. Experience in applying advanced analytics to complex customer engagement programs, is familiar with customer contact management tools (e.g. Microsoft Dynamics, Salesforce, Adobe), is knowledgeable regarding AB testing and results reporting and uses data and descriptive analytics to explain outcomes and determine solutions.
Major Accountabilities
- Lead customer lifecycle contact strategy and engagement program development and execution, including data analysis, program design, advanced targeting analytics, cross channel and data integration, and measurement and reporting criteria.
- Partner closely with data science function regarding advanced modeling needs, including acting as the primary client for model development, deployment, testing, and validation.
- Act as the business lead for customer communication tools (i.e. Microsoft Dynamics).
- Lead relationship with 3rd party data vendor. Determine third party data strategy, execution, and data integration. Act as the subject matter expert regarding 3rd party demographic and behavioral data.
- Partner on the AB testing roadmap to ensure ongoing actionable results as well as overall metric results reporting to inform future customer contact strategies and customer engagement program design.
- Lead industry best practice and benchmarking insights for customer direct communications, including partnering with best practice firms and integrating best practice insights into results reporting.
- Collaborate effectively with various levels of internal and external partners to meet business and customer objectives.
Export Compliance / EEO Statement
This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.
Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.
Hybrid Role:
This position combines working in the office and at home, based on the needs of the business. The schedule will be determined with the hired employee and leadership, but the ultimate decision is the company's.
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