Dawne Watts

About Dawne Watts

Customer Insights/marketing research profession with both client side and supplier/vendor…

Experience

1. Senior Customer Insights Analyst

   ComEd

   Sep 2017 — Present · Oak Brook, IL, US

   Providing research advice, expertise, project execution, analysis and recommendations to address business Transactional tracking research - various weekly, monthly and yearly transactional satisfaction studies among residential customers and business customers regarding various customer touchpoint interactions with the company. Company areas include: Care Center CSR/IVR interactions, renewable energy interconnection project completions, New Business project completions, solar developers.** Relationship tracking research - among residential customers and business customers ** Voice of the Customer (VOC) platform management for above research Ad-hoc research as requested or required by internal stakeholders, government agencies, etc. such as customer touch point, branding, satisfaction, marketing/communication efforts, solar, JD Power, ICC reporting and more.Software packages utilized: Microsoft Office (MS Word, Excel, PowerPoint, Outlook) Qualtrics Medallia Access (limited use)Skills utilized: Business needs addressed: Tracking, branding, ad awareness, solar, etc. Research types: Segmentation, A&U, customer experience Job skills: Research partner, consumer insights and analysis, project management, Voice of the Customer (VOC), Voice of the Employee (VOE), RFP creation, vendor selection and management, reporting, online programming (Qualtrics, Medallia), etc. Methodologies: Online, telephone, webcam IDI\'s, focus groups, online bulletin boards, one-on-ones, in-person intercepts, etc. Analytics: t/z tests, Chi-square, biplots, correlations, perceptual maps, quad charts, Net Promoter Score, derived importance, gap/needs analysis, regression, etc.

Education

• Keller Graduate School of Management of DeVry University

  MBA, Marketing

  1998 — 2000

• University of Wisconsin-Parkside

  B.S., Marketing

  1987 — 1991

Skills

• Project Management
• Operational Efficiency
• Microsoft Word
• Primary Research
• Report Writing
• Strategic Insights
• Market Research
• Competitive Analysis
• Data Analysis
• Research Design
• Business Insights
• Research
• Microsoft Powerpoint
• Product Testing
• Questionnaire Design
• Process Efficiency
• Brand Equity
• Analytics
• Leadership
• Online Research
• Data Collection
• Segmentation
• Competitive Intelligence
• Consumer Insight
• Category Insights
• International Research
• Survey Design
• Microsoft Office
• Quantitative Research
• Customer Insight
• Marketing Research
• Multitasking
• Proposal Writing
• Fast-Moving Consumer Goods (Fmcg)
• Time Management
• In Person Research
• Consumer Behaviour
• Microsoft Excel
• Fmcg
• Training