Power up a career with us.Ourpeopleare our greatest investments.
Be the light tohelp uskeep our customers connected.If you are interested in a career and not just a position,Tampa Electricis the place to be!Tampa Electric offers competitive pay, acomprehensivebenefitspackageand opportunities for growth and development in a friendly and professional work environment.We embrace diversity and the inclusion of all. We believe our differences, unique perspectives and talents are our strengths and integral to the success of our company.
We're honored to serve approximately 780,000 customers across West Central Floridaand safely providethem with clean, affordable and reliable electricity. We've been doing it formore than 100 years, and there's so much more ahead.
Join our team of energy experts as we build on that legacy through innovation, continued solar investments, cost-effective and sustainable energy solutionsallwhile keepingtop-notchcustomer service at the center of all we do.
Tampa Electricis a subsidiary of Emera Inc., a family of energy companies which alsoincludes TECO Peoples Gas and New Mexico Gas Company. Emera provides energy to residential and commercial customers in the United States, Canada, and the Caribbean, with career opportunities available inall ofthese locations.
POSITION CONCEPT
Responsible for supporting the development of the overall Customer Experience (CE) strategy for Tampa Electric and Peoples Gas and ensuring alignment with the overall corporate strategy. This support includes working collaboratively across both companies at all levels to proactively research, analyze, and communicate key industry trends and best practices, leading the strategic planning and prioritization of CE projects and initiatives that further the CE strategy, serving as a consultant and subject matter expert within and outside of CE to ensure alignment with the CE strategy, and providing guidance and support to accomplish goals and directives of the CE Strategy Council.
PRIMARY DUTIES & RESPONSIBILITIES
Developing, communicating, and implementing the customer experience strategy to address changing customer preferences and expectations, advancements in technology and marketing tools, and an evolving industry and customer competition.
Utilizing customer sentiment data (e.g., JDP/Cogent) to understand trends and opportunities and ensure delivery of the Customer Experience Strategy regarding JDP driver scores.
Leveraging market/customer research, trends, and competitor analysis to ensure Tampa Electric and Peoples Gas are consistently pursuing best practice in alignment with the Customer Experience Strategy.
Providing insight into CE's overall strategy by identifying critical questions and performing ad-hoc analyses, including providing strategic direction for the customer panels.
Providing operational and strategic insights to achieve key performance indicators and support corporate goals metrics.
Summarizing insights from analysis and clearly communicating analytical findings in a cohesive story; and articulating an argument to be presented to key stakeholders.
Building appropriate external and internal client-facing materials, including strategic plans, presentations, white papers and other documents and communications needed to ensure all activities, projects, etc. align with the Customer Experience Strategy.
Providing leadership to the CE organization and cross-functional teams on projects and strategic initiatives to ensure alignment with the CE strategy.
Assimilating and reporting metrics included on the CE corporate scorecard.
Providing direction and insights to the CE Strategy Council to support yearly projects and ensure recommendations are strategic and data-driven.
LEADERSHIP COMPETENCIES
* Speaks up on Safety, Health and the Environment
* Takes Ownership and Acts with Integrity
* Drives Operational Excellence for Customers
* Builds Strong, Collaborative Relationships
* Develops People and Teams
* Cultivates Innovation and Embraces Change
* Thinks Strategically and Exercises Sound
* Judgment
LEVEL 1 - CE STRATEGY ANALYST
QUALIFICATIONS
Education
Required: Bachelor's Degree in Business, Accounting, Marketing, Research, MIS, Engineering or associated discipline from a regionally accredited institution.
Related Experience
Required: Minimum of three (3) years' relevant work experience in functional responsibilities of the position (e.g., research, data analysis, financial analysis, business analysis, strategy development) with a strong understanding of the utility industry and/or customer experience.
Knowledge/Skills/Abilities (KSA)
* Communication skills: Excellent verbal and written communication skills to clearly articulate the insights from findings to management and relevant stakeholders.
* Problem-solving skills: Intellectually curious with strong creative and imaginative prowess to generate ideas to solve business problems.
* Critical thinking: Strong critical thinking abilities to draw sound conclusions from information and various data sources available. It is crucial that incumbent can separate relevant information from less vital ones with respect to solving a particular business problem. Must also have the capacity to analyze data objectively, applying logical thought and offering solutions, taking a long-term (2 - 5 years) perspective.
* Strong quantitative skills: Ability to work with data to provide analytical support to all aspects of the business.
* Comfort with ambiguity: Decision making involves some level of uncertainty, so it is important the incumbent is comfortable with ambiguity.
* Computer skills: Demonstrated intermediate to advanced Microsoft Office skills, especially in Excel and PowerPoint.
* Collaborative skills: Must be able to work with cross-functional teams and have the seasoned judgment and candor to interact directly with senior leadership across departments, as well as provide leadership to teams on the implementation of strategic initiatives.
* Demonstrated ability to build consensus on strategies and messages among peers and stakeholders.
* Ability to adapt to constantly changing priorities in managing various projects simultaneously.
LEVEL 2 - CE STRATEGY ANALYST SENIOR
ADDITIONAL DUTIES & RESPONSIBILITIES
* Independently and proactively researching the industry environment to identify business strategy trends and providing interpretation, compilation, and presentation of research results to advance the development and implementation of the Customer Experience Strategy.
* Supporting corporate strategy planning and implementation process including strategic initiative implementation, tracking and reporting.
* Performing data analytics, tracking, and reporting for various functions within CE such as strategic project KPIs, the CE scorecard, digital customer experience, customer panels, industry benchmarking, and the overall CE strategy.
* Independently researching and writing industry white papers on emerging trends and best practices.
* Training and leading the CE Strategy Council in the yearly journey mapping projects.
* Managing the strategic direction of the customer panels, including tracking of all metrics and managing recruitment efforts.
* Creating strategic plans to assist business unit leaders on strategic project analysis and business cases.
* Developing and coordinating the implementation of a strategy communication plan including communicating and educating leadership and team members of strategic plans, industry trends, customer preferences and expectations through multiple channels (e.g., verbally, in writing, electronically).
* Establishing and maintaining effective communications and credibility with all department team members, corporate stakeholders and external organizations.
QUALIFICATIONS
Education
Required: Bachelor's Degree in Business, Accounting, Marketing, Research, MIS, Engineering or associated discipline from a regionally accredited institution.
Preferred: Graduate level business degree (MBA) from an accredited university
Certifications
Preferred: Process Improvement certifications such as Lean, Six Sigma, etc.; Project Management certifications such as PMP (Project Management Professional)
Related Experience
Required: Minimum of (5) years' professional-level work experience in functional responsibilities of the position (e.g., research, data analysis, financial analysis, business analysis, strategy development) with at least (1) years' direct experience working with strategic development, planning and/or analysis. Also, must possess a strong understanding of the utility industry and/or customer experience).
Preferred: Minimum 4 years of experience in the CE Strategy Analyst role; Leadership of cross functional teams, initiatives and/or projects, experience with process improvement initiatives (lean, Six Sigma, etc.), product development, project management, data analytics and innovation approaches.
Knowledge, Skills & Abilities (KSA)
Required:
* Meets or exceeds all qualifications for the Strategy Analyst position.
* The ability to identify strategic needs, issues and gaps and independently lead the planning, execution and delivery of a work product (e.g., a strategic plan, white paper or issue summary, PowerPoint slide deck, Excel models, summarized research results, etc.).
* Must have demonstrated knowledge of current electric industry strategic issues and customer experience best practices.
* Strong database, analytical and spreadsheet development and visualization skills.
#LI-SAC
TECO offers a competitive Benefits package!!
Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!
STORM DUTY REQUIREMENTS....Please make sure to read below!!! Responding to stormswill beconsidered a condition of employment.
TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.
TECO Energy is proud to be an Equal Opportunity Employer.
TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.
In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.
Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.
Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.
Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.
Tampa Electric Company
paid time off, tuition assistance, 401(k)
Jan 15, 2025