Tucson Electric Power · 5 days ago
Principal, Customer Centric Research
Tucson, AZ
Full-time
Onsite
Senior Level, Lead/Staff
4+ years expTucson Electric Power is a subsidiary of Fortis Inc., providing electric and gas service to nearly 700,000 customers in Arizona. The Principal for Customer Centric Research is responsible for researching customer-centric behaviors and technologies to enhance customer experience, loyalty, and satisfaction.
Electrical DistributionEnergyPower Grid
Responsibilities
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
Conducts/gather/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
Works with teams across the organization to understand current challenges and goals, and align with (Customer experience) 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 efforts
Makes recommendations on next steps forward and ways to mitigate risk
Leads organizational engagement strategies, including building empathy for the customer within the constraints of smart business acumen
Acts as the voice of the customer - ensuring our customers’ needs are present in every discussion and project
Champions usage of multiples sources of customer insights, including VOC, analytics, direct customer research, HCD sessions, JD Power analysis, and customer journey mapping
Develops and presents the business case for new products, processes, or solutions at all levels of the organization
Ensures there is a tracking mechanism in place to demonstrate the success or failure of the initiatives launched
Responsible for driving product and solution innovation across the company
Acts as project manager - lending support when needed
Improved Customer Satisfaction metrics, as measured by JD Power
Qualification
Required
Requires an undergraduate degree in a related field
Four or more years of professional experience as a Project Manager or two or more years of professional experience as a Program Manager
Strong ability to develop internal and external consensus with people who reflect the full range of diversity in the business objectives of CX initiatives/projects
Demonstrates effective written and oral communication skills and the ability to work effectively with all levels of the organization
Demonstrates a strong ability to effectively lead change
Demonstrates ability and willingness to adapt to dynamic project, organizational, and environmental needs
Strong demonstration of human relations skills, showing the ability to work with, and maintain positive relations across individuals, teams, and departments
Demonstrates a thorough understanding of all aspects of project management
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
Preferred
MBA or related advanced degree
3 years of relevant experience in the utility industry with exhibited technical competence
CX certification
3 years of CX and/or UX experience
Supports all decision making with effective time management, technical knowledge, and economic consideration
Leadership skills: the ability to lead and influence in a collaborative fashion; coach and mentor matrixed team members
Benefits
401k plan with a generous company match and additional non-discretionary employer contribution for eligible employees
Affordable individual and family health insurance plans
Tuition assistance
Life insurance
Long-term disability insurance
And much more.
Company
Tucson Electric Power
Tucson Electric Power provides safe, reliable power to metro.
1001-5000 employees
H1B Sponsorship
Tucson Electric Power has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2023 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Ryan Anderson
Manager, Business Development
Recent News
Arizona Daily Star
2026-01-06
Arizona Daily Star
2026-01-03
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