Customer Experience Strategist, Senior

Requisition ID # 165026 

Job Category: Customer Support / Operations 

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland

Department Overview

The Customer Experience & Insights (CXI) organization leverages qualitative and quantitative data to evaluate the effectiveness of customers’ touchpoints with PG&E. We advocate on behalf of customers and develop actionable insights to influence strategy and improve customer experience. We do this through data analytics, journey mapping, qualitative and quantitative research, process improvement, and program management.

Position Summary

The Senior Customer Experience Strategist role will be responsible for project management of several strategic cross-functional projects in support of the company’s True North Strategy goal to “rebuild trust with our customers and our local communities by delivering excellent customer experiences every day.”

 In this role, you will be responsible for consulting on customer experience strategies, utilizing lean capabilities, and leveraging customer insights and project management to prioritize, plan, and execute various initiatives that improve the customer experience. You will focus on bringing visibility to both short-term metrics, such as customer cases/escalation reduction, and longer-term metrics, like the Customer Satisfaction Score (CSS). Your efforts will play a crucial role in shaping the company's customer satisfaction strategy by driving actions that have a measurable impact on our customers' experiences.

A successful candidate should be an excellent project manager, data analyst, and skilled communicator. Additionally, they should be highly organized, comfortable with creating and interpreting complex data analyses and visuals, and highly collaborative. The ideal candidate will excel at working with cross-functional teams, be skilled in data storytelling, and be adept at creating presentations and presenting to senior leadership audiences. Familiarity with (or openness to learning) lean methodology and a tenacious commitment to improving the customer experience are also essential.

The position is hybrid working from your remote office and the Oakland General Office, on average 1-3x+ weekly or as business needs require.

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. 

A reasonable salary range is:​

Bay Area Minimum: $​102,000

Bay Area Maximum: $​152,000

Job Responsibilities

• Project Management:
  • • Lead complex cross-functional projects that have broad company implications.
    • Determine project and initiatives scope and timeframes, assign tasks and manage issues.

• Data Analysis and Visualization:
  • • Evaluate and measure success Assess various business metrics, processes, and projects to determine their effectiveness. 
• Compile and analyze data: Document work processes and procedures, conduct surveys and interviews to identify and quantify issues, recommend, and implement solutions.
• Extract insights: Use research and data analysis to derive insights and apply them across customer and integration strategies.
• Perform root cause analysis: Analyze the most complex processes that have cross-functional impact to identify underlying issues.
• Solve unique and complex process problems: Anticipate issues and develop innovative solutions to address them.
• Present findings: Propose recommendations to stakeholders and senior leadership to gain agreement and support.

• Metrics and Reporting:
  • • Develop and track business and project related metrics.
    • Develop and maintain standard, custom and ad-hoc reports.
    • Own organization and use of the Oakland Command Center.

Qualifications:

Experience

• Minimum of 4 years of experience in strategic planning, customer insights, engineering, program management or equivalent
• Familiarity with utilities, energy efficiency and demand side management concepts and programs. (preferred)

Education

• BA/BS Degree in Marketing Business, Communications or other related field or equivalent experience. 

Desired:

• Project Management
  • • Aptitude for conceptual, and strategic thinking
    • Strong project management skills to lead projects and meet goals
    • Demonstrated experience at leading multiple cross-functional teams and projects simultaneously, while achieving results
    • Demonstrated diligence in documentation and tracking 
    • Experience implementing and maturing LEAN methodology
• Analytical and Technical Skills
  • • Effective data analysis and data visualization
    • Strong analytical skills, including broad knowledge of different qualitative and quantitative analytical methods, approaches, and tactics
    • Advanced knowledge of Excel, Word, PowerPoint, and other tools
• Communication Skills
  • • Strong presentation, writing, and communication skills to manage projects and deliver findings and recommendations to various levels of management
    • Knowledge and understanding of key process drivers affecting business results
    • Dedication to continuous process improvement
• Organizational and Interpersonal Skills
  • • Excellent organizational, prioritization, and multi-tasking skills
    • Manage cross-functional strategic planning projects
    • Strong, proven relationship-building capabilities with internal and external partners
    • Personal conviction to create and defend a point of view with diplomacy and flexibility
    • Adaptable to changing business conditions and ambiguity