Senior Analyst - Customer Insight

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.

Export Compliance / EEO Statement

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).

In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.