Senior Analyst - Customer Insight

Arizona Public Service generates reliable, affordable and clean energy for 2.7 million Arizonans. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.

Summary

Arizona Public Service is seeking a skilled Senior Analyst - Customer Insights

(Senior Research Analyst) to join our Research and Customer Insights team. This role is responsible for designing and managing consumer, business-to-business, and market research studies that provide critical insights to guide company strategy and enhance customer experience. The Analyst will collaborate with internal stakeholders and external research partners to ensure high-quality methodologies, sound analysis, and actionable recommendations. The ideal candidate brings a strong foundation in research design, advanced analytics, and statistical tools, combined with the ability to translate data into meaningful insights for decision-makers. Experience in energy or regulated industries is valuable, but we welcome candidates from diverse backgrounds who are eager to apply their expertise to the future of utilities and customer service.

Minimum Requirements

- Equivalent to a Bachelor's Degree in Marketing, Statistics, Economics, or related field

- And

five (5) years market analysis experience.

- Master's Degree in Business, Statistics, or Economics preferred.

- Thorough knowledge of research methodologies and their appropriate application; advanced analytical techniques and marketing theory.

- Proven analytical ability.

- Demonstrated experience with statistical software packages, including spreadsheet, graphics, database, analysis, and reporting programs.

- Effective interpersonal, communication, presentation, and writing skills.

- Demonstrated complex project management skills.

Major Accountabilities

1. Research & Analysis

– Lead the design, execution, and analysis of consumer, business-to-business, and market segment research studies. Apply advanced analytical techniques to identify trends, drivers, and customer insights that inform APS’s strategies and business decisions.

2. Vendor & Benchmark Management

– Manage third-party research and benchmark studies, ensuring accuracy, consistency, and timeliness of results. Validate vendor data, oversee methodologies, and communicate key findings with urgency and clarity.

3. Stakeholder Engagement

– Partner with internal clients to assess research needs, define objectives, and translate insights into actionable recommendations. Effectively present results to diverse audiences, including APS leadership, using reports, dashboards, and presentations.

4. Project Leadership

– Oversee complex research projects from start to finish, including scoping, survey design, fieldwork oversight, data management, budget control, and schedule adherence. Ensure all deliverables meet quality standards.

5. Strategic Insight Development

– Integrate primary and secondary research, customer data, and market intelligence to provide a comprehensive understanding of customer behaviors, demographics, and preferences. Use insights to support customer experience, marketing, and strategic planning efforts.

6. Continuous Improvement & Tools

– Evaluate research tools, methodologies, and software to ensure APS uses the most effective and efficient technologies for data analysis and reporting.

Hybrid:

Employees in hybrid roles work both in their home offices (virtually) and alongside their colleagues (in person). In order for employees to build strong relationships and to promote meaningful in-person interactions, hybrid employees are expected to work about 40% of their time in-person at an APS or other (non-home office) location.

*Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees).

*Working from a home office requires adequate technology and an appropriate ergonomic set up.

*Role types are subject to change based on business need.