Eric Schwarz
Senior Manager - Customer Research @Avangrid
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WORK HISTORY
Senior Manager - Customer Research @Avangrid
Boston, MA, US
Job Description:Lead Avangrid\'s customer research and insights function, including management of the mixed methods research team, direction of research strategy and approaches, ownership of partner relationships, and development of a best-in-class insight engine that guides optimized business decisions and elevates the customer experience
EDUCATION
Boston University, Graduate School of Management
M.B.A. and M.A, International Relations
Boston University
Master of Business Administration - MBA, Business Administration
Boston University
Bachelor of Arts - BA, International Relations
Boston University, College of Arts and Sciences
B.A, International Relations
SKILLS
ABOUT ERIC SCHWARZ
With 25+ years of leadership managing customer insight in the telecom, consumer electronics, travel, and business service sectors, I help organizations better understand their customers to achieve a competitive advantage. My expertise lies in building scalable insight platforms that elevate the customer experience, maximize product and brand value, uncover new revenue streams, and drive measurable business growth.I have led global, cross-functional teams and guided multi-million dollar research and insight programs in dozens of markets, seamlessly blending qualitative and quantitative approaches that support acquisition and retention, shape product development, and reduce costs. My work has delivered significant business results including a 15% reduction in churn,$250 million in lifetime value from new business wins, nearly $1 million in annual cost savings, and the successful roll-out of several new product offerings.Employing analytical, interpersonal, and problem-solving skills, clear communication, and an open-minded, collaborative approach, I partner with organizational leaders to shape enterprise strategy from customer segmentation and journey design to competitive intelligence and go-to-market planning. I connect insight to financial outcomes and am known for creating “always-on” VOC listening and engagement platforms featuring multi-market customer panels, brand sentiment dashboards, and AI-enabled insights. This fuels actionable, data-driven recommendations that lead to informed C-suite decision-making.What sets me apart is my ability to scale insight functions, embed them into the business, and influence organizational change at every level. Curious and empathetic, I build alignment, partnership, and trust across teams, ensuring insight is a catalyst for smarter decisions.Above all, I am passionate about listening to customers and helping companies differentiate, inspire loyalty, and grow. I bring a track record of shaping strategy, influencing executives, and delivering measurable outcomes that strengthen the relationship between companies and their customers.EXPERTISE:Insight Strategy & CX Leadership | Global Team, Partner & Budget Management | Qualitative and Quantitative Methods | Customer Segmentation & Journey Design | Competitive Intelligence & Market Assessment | Brand Measurement & Elevation | Scalable VOC and Customer Engagement Platforms | Executive Communication & InfluenceSTRENGTHS:Collaboration | Communication | Customer focus | Empathy | Flexibility | Global experience | Listening | Organization | Problem-solving
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