FirstEnergy · 14 hours ago
Manager, Customer Insights
Akron, OH
Full-time
Onsite
Senior Level
7+ years expFirstEnergy is a forward-thinking electric utility dedicated to integrity and operational excellence. The Manager, Customer Insights leads the development and execution of strategies for customer research and analytics, transforming customer data into actionable insights to enhance service delivery and improve customer experience.
Clean EnergyEnergyEnergy EfficiencyInformation Services
No H1B
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)
Manage Knowledge Management program and maintenance of existing knowledge content and alignment to core business processes
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
Qualification
Required
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, customer analytics, or customer experience, including proven leadership or supervisory responsibilities
In lieu of a degree, ten (10) or more years of relevant professional experience will be considered
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
Preferred
A Master's degree (MBA, MS in Analytics, or related field) is preferred
Benefits
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
Skills development training with tuition reimbursement
Company
FirstEnergy
We are a forward-thinking electric utility centered on integrity, powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$3.55BKey Investors
US Department of Energy
2024-11-14Grant· $50M
2023-05-01Post Ipo Debt· $1B
2018-01-22Post Ipo Equity· $2.5B
Leadership Team
Charles E. Jones
President and Chief Executive Officer Member
John Somerhalder
Interim President and Chief Executive Officer
Recent News
2026-01-09
2025-12-19
2025-12-17
Company data provided by crunchbase