Job Type: Business Operations
Pay Range: $90,840 to $106,869
Location: Colorado Springs, CO
Date First Posted: 10/23/24
Applications are being accepted through: 11/3/24
If no date is displayed, applications are being accepted on an ongoing basis; however, this job posting may close at any time after a minimum of 5 days of being posted.
Senior Analyst – Customer Insights and Programs
Our Customer Insights and Programs team collects, shares, and drives action from residential and business customer feedback. We seek a Senior Analyst to translate customer insights into clear, tangible, and measurable actions. You will develop action plans based on customer data-driven insights with subject matter experts, including establishing program goals and measures to improve our overall customer experience and engagement.
A day in the life of a Senior Analyst may include:
General CX Functions
- Work with cross-functional groups and external third parties
- Understand the emotional and behavioral drivers of customer experience and engagement and use data and feedback to create a customer-centric design
- Design and deliver presentations, workshops, and training regarding customer programs to internal and external interests
Market Research Functions
- Explore and examine a variety of data to determine and identify customer insights and improvement opportunities
- Capture, analyze, and measure behaviors through customer and employee voice and sentiment analytics programs
Program Management Functions
- Support data-driven solutions to the most pressing challenges facing our customers
- Recommend cost-effective changes to existing processes and strategies
- Manage programs through product development, launch, operations, and lifecycles
- Identify product improvement needs based on customer research, marketing, sales feedback, and program measurements
- Conduct gap analysis and ideation sessions to identify customer-focused continuous improvement opportunities
- Develop and implement strategies to communicate and market programs focused on driving engagement and satisfaction
- Make recommendations for marketing campaign development and effectiveness measures
- Play an instrumental role in achieving organizational targets
- Develop demographic personas that apply to different programs to inform the development of marketing briefs
- Prepare marketing briefs with key messages and insights to be used by Public Affairs communication teams
- Assist program managers with the development of logic models documenting program design and market interventions, theory of customer decision-making, and measures of success for market interventions
Who You Are:
- Relevant and progressively responsible experience in a data analytics capacity (e.g., collecting, aggregating, analyzing, and interpreting data)
- Ability to understand the emotional and behavioral drivers of customer experience and engagement, and use data to create customer-centric designs and programs
- Ability to develop data visuals to communicate customer research and insights and inspire action
- Ability to capture, manage, and analyze customer data and insights to deliver a holistic view of the customer experience
- Ability to develop marketing strategies to achieve program engagement objectives
- Ability to collaborate with a variety of stakeholder groups to successfully drive customer programs
Who We Are:
- Colorado Springs Utilities is one of the largest four-service public utilities in the nation (over 500,000 customers)
- A national leader in reliability (power on an average of 99.991% of the time)
- Diamond Designation recipient from the American Public Power Association – a utility sector leader in reliability, safety, workforce development, and system improvements
- Located at the base of the Rocky Mountains in the most desired city to live in the United States (U.S. News & World Report)
Our Commitment to Our Employees: Our people are the heart and soul of Colorado Springs Utilities. They keep the lights on, gas flowing, water coming in, and wastewater leaving. We do not just say people are important – we prove it! That’s why we are honored to invest in protecting the health and financial security of our employees and their families through our rich benefits program.
- Time Off – Because everybody needs time off to recharge
- Vacation – New employees accrue 13 days of paid time off to start, while our more tenured employees accrue 24 days per year
- Personal Leave – 3 days per year of personal leave
- Paid Holidays – 12 paid holidays per year
- Sick Leave – Accrue 12 days of sick leave annually for those days when you or a family member is feeling under the weather
- Vacation Buy – Purchase up to 40 hours of additional vacation time
- Pension Plan – Looking forward to a comfortable lifestyle once you’re done working? The Colorado Public Employees’ Retirement Association (PERA) provides you with retirement benefits and peace of mind when you retire
- Medical – Select from three comprehensive medical plans, starting at $10.00 a month. Employees also enjoy access to a Health Savings Account (HSA) and Flexible Spending Account (FSA)
- Wellness Program – Voluntary wellness program that allows you and your spouse to each earn up to $500 to use towards healthcare expenses, $100 in Visa gift cards, and up to $400 in gym membership reimbursements
- Dental – Select from two dental plans, with in-network PPO preventive care covered at 100% and access to orthodontia coverage
- Vision – Voluntary plan that covers full vision care services and discounts on LASIK eye surgery
- Retirement Saving Programs – Supplement your pension plan with voluntary retirement programs such as the PERAPlus 401(k) and MissionSquare’s Roth IRA and 457 plans
- Disability Coverage – Short-Term (STD) and Long-Term Disability (LTD) insurance available for purchase
- Employee Assistance Program (EAP) – Makes the going a little easier by aiding with mental health, stress management, work-life balance, financial and legal matters, and much more
- Long-Term Care Insurance (LTC) – Whether it's due to an accident or a serious illness, LTC insurance is available for purchase to help you and your loved ones
- Life Insurance – Company-paid life insurance and supplemental coverage available
- Tuition Reimbursement – Employees are eligible to receive up to $5,250 annually for Tuition Reimbursement
- Qualifying Public Service Employer – Payments made towards student loans may qualify for the Public Service Loan Forgiveness Program
ATTENTION:
- All positions will be posted for a minimum of 5 calendar days.
- Starting pay will be determined within the posted pay range based on the experience, education, and training of the successful candidate; if there is a single pay rate posted, the job starts at that rate.
- Colorado Springs Utilities does not sponsor work visas of any kind (including but not limited to F-1, H-1B, or TN visas with a STEM OPT extension). Eligible applicants must be authorized to work in the United States.
Colorado Springs Utilities is an Equal Employment Opportunity/Affirmative Action employer. Our differences make us richer. Learning and growing from one another makes us more than what we were. We want our workforce to be as diverse as our business and recognize the limitless benefits of this commitment. Our desire is to have the organization reflect the diversity of the Pikes Peak Region. As an Equal Employment Opportunity employer, it is our commitment that no person shall be unlawfully discriminated against because of race, color, national origin or ancestry, sex, age, religious convictions, veteran status, disability, political beliefs, sexual orientation, or gender identity. Affirmative Action is Colorado Springs Utilities’ effort to ensure positive steps are taken to have a representative workforce reflective of the relevant available labor force.
For more information regarding applicant rights, visit this link.
Accessibility Accommodations: If you are an individual with a disability or disabled veteran who is unable to use our online tools to search and apply for jobs, you may request a reasonable accommodation by contacting us at accessibility@csu.org or by calling 719-668-7500. This option is reserved for individuals who are unable to use or require assistance with the online tools as the result of a disability and is not intended for other purposes.
E-Verify and Right to Work Notice: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Colorado Springs Utilities participates in E-Verify. For more information on your rights and responsibilities as an applicant, please visit: this link.
Have a question? If you have a question about a position or need assistance from a recruiter, email us at csurecruiting@csu.org or call 719-668-7500.
