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Customer Lifecycle Analyst

Date: Jan 20, 2026

Company: APS

Arizona Public Service generates reliable, affordable and clean energy for 2.7 million Arizonans. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.

Summary

The Customer Lifecycle Analyst executes customer communication journeys that produce highly engaging customer experiences that are aligned with business goals. This position works collaboratively to ensure the right audience, message, channel and outcome are delivered with each journey. The Customer Lifecycle Analyst is driven and proficient with marketing automation technology and leverages technology, data and insights to continuously optimize customer journey experiences.

Minimum Requirements

+ Bachelor's degree

+ Plus four (4) years of experience in Marketing or a related field.

+ In lieu of degree, a total of eight (8) years combined education and experience.

+ Experience working directly with marketing automation technology (e.g. Salesforce, Marketo, Dynamics Real-time journeys)

+ Experience interpreting and translating customer journey and AB test performance data into actionable insight and recommendations.

+ Experience building highly effective customer communication journeys.

+ Strong written and verbal skills with experience communicating to all levels of an organization.

Major Accountabilities

1) Lead the execution and evolution of customer journey experiences through the use of technology, data and insights ensuring customer journeys are delivering a highly engaging and effective experience.

2) Partners closely with internal clients to translate business and customer goals into customer journey outcomes that deliver actionable business and customer results.

3) Uses marketing automation technology to create and execute simple and complex customer journeys with quality

4) Acts as an internal SME for channel reporting KPIs and delivers timely and accurate reporting results

5) Leads and executes AB testing strategy and plans to optimize the customer journey experience. Interprets AB test results and develops report summaries with insights and actionable recommendations.

6) Work with Database Marketing and Communications to identify and align the right customer audience and message to the right customer journey.

7) Acts as an internal SME for customer journey process standards and marketing automation tool capabilities.

8) Applies growth and customer first mindset to internal client engagement and builds strong collaborative working relationships.

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.

Hybrid: Employees in hybrid roles work both in their home offices (virtually) and alongside their colleagues (in person).

In order for employees to build strong relationships and to promote meaningful in-person interactions, hybrid employees are expected to work about 40% of their time in-person at an APS or other (non-home office) location.

+ Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees).

+ Working from a home office requires adequate technology and an appropriate ergonomic set up.

+ Role types are subject to change based on business need.