Customer Transaction Strategic Analyst, Principal

Requisition ID # 167961 

Job Category: Business Operations / Strategy 

Job Level: Manager/Principal

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland

Department Overview

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

Position Summary

The Customer Transaction Score (CTS) is a key performance indicator that measures customer satisfaction with recent experiences through transactional surveying; and it is a top Customer metric used to measure the company’s progress toward our True North Strategy goal to “rebuild trust with our customers and our local communities by delivering excellent customer experiences every day.” CTS is an Short Term Incentive Plan (STIP) metric as of 2025.

We are looking for a Principal-level Strategic Analyst to join us in the Customer Experience Center of Excellence within the Customer Experience Delivery Organization. In this role, you will be responsible for closely monitoring CTS results and bringing data-driven insights to stakeholders across the company to resolve issues resulting from unsatisfactory customer experiences. You will also work closely with the rest of the Customer Experience Strategy Team and Functional Area partners to inform the longer term and root cause issues to be resolved.  And ultimately, you will play an important role in informing the company’s Customer Experience Roadmap and developing Tactical Implementation Plans used to drive actions which will have a measurable impact on our customers’ experiences.

A successful candidate should be a great communicator, organized, comfortable with complex data analysis & visualization, highly collaborative, excellent at managing cross-functional teams, skilled in data storytelling, comfortable presenting to senior leadership audiences, familiar with the lean methodology, and tenacious about improving the customer experience.

You will play a key role in fundamentally changing how we deliver for our hometowns, ensuring a 10 out of 10 experience at every interaction.

The position is hybrid and will work partially from your home office, with on-site days at the Oakland General Office as business needs require.

PG&E is providing the salary range that can reasonably be expected for this position at the time of the job posting. This salary 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, internal equity, specific skills, education, licenses or certifications, experience, market value, and geographic location. The decision will be made on a case-by-case basis related to these factors. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.   

Pay Range display:

Bay Area – $128,000 to $190,300 annually

Key Job Responsibilities

1. Customer Insights & Data Analytics

• Analyze Customer Transaction Score (CTS) data across channels to identify trends, root causes, and improvement opportunities.
• Develop and maintain dashboards, reports, and modeling tools that simplify complex data and drive strategic decisions.
• Ensure data accuracy and apply best practices in data collection, management, and visualization.
• Leverage Medallia and other tools to automate insights and unlock new capabilities.

2. Operational Strategy & Process Improvement
   • Apply Lean methodology to prioritize high-impact actions through Tactical Implementation Plans.
   • Lead CTS process management including reforecasting, audits, governance documentation, and STIP reporting.
   • Monitor survey performance and manage issue reporting across channels.

3. Stakeholder Engagement & Leadership
   • Partner with cross-functional teams to understand customer pain points and influence prioritization.
   • Facilitate ideation, problem-solving, and root cause analysis sessions.
   • Ensure effective containment or handoff of issues to appropriate owners.
   • Serve as liaison with Medallia to advocate for CTS needs and updates.
   • Serve as a strategic leader within the team.
   • Other support as needed.

Qualifications

Minimum:

• Bachelor’s degree or equivalent experience

• Minimum 8 years of experience in business analysis, strategic planning, consumer insights, or product development.

Desired

• Technical & Analytical Skills
• Strong foundation in statistics and data analysis.
• Proficiency in Power BI, Tableau, Excel, and data modeling.
• Experience creating dashboards and visualizations for decision-making.
• Knowledge of database design and data privacy compliance.
• Collaboration & Communication
• Ability to simplify complex findings for non-technical stakeholders.
• Strong written and verbal communication across all levels—from field teams to senior leadership.
• Proven success in cross-functional collaboration and stakeholder influence.
• Strategic Thinking & Leadership
• Experience in market research or data analysis in utilities, telecom, financial services, or consumer products.
• Demonstrated ability to guide senior leadership decisions using structured analysis.
• Experience applying Lean methodology and leading functional or business areas.
• Project or program management experience.
• Subject matter expertise in call centers, customer-facing websites, outage management, service planning, or field service