Manager, Customer Insights

Job Description FirstEnergy at a Glance

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.

FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

About The Opportunity

This is an open position with FirstEnergy Service Company, a subsidiary of FirstEnergy Corp.

This is a full-time, on-site position located at the Akron, Ohio Headquarters. Position Summary

The Manager, Customer Insights leads the development and execution of strategies for customer research and analytics to enable data-driven decision-making. This role converts customer data into actionable insights that improve service delivery, enhance the customer experience, and support regulatory, operational, and strategic priorities. Through advanced analytics, the manager uncovers customer behaviors, preferences, and needs to guide company initiatives that strengthen engagement, increase satisfaction, ensure compliance, and optimize operational efficiency.

Key Responsibilities

- Manage qualitive and quantitative research, including insights development for analytics associated with VOC and VOE data and provide recommendations for priority and capital planning. This includes the overall VOC platform including survey platform, management of service providers and related activities associated with VOC technologies.

- Coordinate Customer Experience activities that affect customer engagement including outage response through JIC involvement and storm role development and operational issues that require customer communications.

- Ensure transparency across the organization utilizing Opportunities Management (OM) and Systems Work Initiation (SWI).

- Oversee development of analysis, including Engaged Customer Relationship (ECR) to identify trends and focus areas and align detailed data to key business owners.

- Manage customer data analytics to uncover trends in usage, segmentation, billing behavior, program participation, channel preferences, and service interactions.

- Build dashboards and reports that support operational teams, regulatory filings, and customer experience initiatives.

- Ensure data integrity, compliance with privacy regulations, and accurate representation of customer insights across the organization.

- Partner with key stakeholders to embed insights into planning and execution.

- Support development of rate cases and regulatory filings with customer impact analysis, research summaries, and stakeholder insights.

- Work with IT to enhance customer data platforms and analytics capabilities.

- Identify emerging customer needs, expectations and industry trends, such as electrification, distributed energy resources (DERs), AMI and smart meter adoption, and digital self-service.

- Recommend actionable strategies to improve customer satisfaction, reduce friction, and support equitable customer outcomes.

- Guide development of customer personas, journey maps, and segment-specific engagement strategies.

- Manage external research vendors, consultants, and data partners, ensuring high-quality output and cost-effectiveness.

Qualifications

- Bachelor’s degree in Marketing, Business, Analytics, Economics, Data Science, or a related field, and at least seven (7) years of relevant experience in customer insights, market research, or customer analytics within a contact center environment, including a minimum of 3 years of proven leadership or supervisory responsibilities.

- In lieu of a degree, ten (10) or more years of relevant professional experience will be considered.

- A Master’s degree (MBA, MS in Analytics, or related field) is preferred.

- Strong leadership and analytical skills

- Project management skills, with strong organizational skills in planning and coordinating multiple activities and projects

- Highly driven, self-motivated, proactive and enthusiastic leader capable of communicating, motivating, and driving workforces toward positive change and improvement

- Exceptional relationship management, leadership, teamwork, interpersonal, and managerial skills

- Strong written communication skills, including the ability to make clear, accurate, and concise written and verbal reports and presentations

- Proven ability to clearly assess multi-faceted situations with multiple stakeholders and work towards innovative solution in an organized manner

- Strong collaboration skills, ability to interact well in a team-based and diverse working environment, and model FE Values and Behaviors

- Understanding of utility industry customer dynamics (billing, outages, reliability, low-income programs, regulatory environment).

- Experience managing teams and vendor relationships

- Proficiency with analytics tools (e.g., Excel, Power BI/Tableau, SQL or Python a plus).

- Excellent communication skills with ability to present insights to senior leadership.

Benefits, Compensation & Workforce Diversity

At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at www.firstenergycorp.com to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.

Safety

Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.

Position Classification

Exempt

FirstEnergy Human Resources Team