Manager, Belonging & Enviroment
- Location
- Oakland, California
Requisition ID # 175773
Job Category: Customer Support / Operations
Job Level: Manager/Principal
Business Unit: People
Work Type: Hybrid
Job Location: Oakland
Department Overview
Position Summary
The Customer Experience and Insights job family is responsible forensuring the customer perspective is captured by surveying,researching, and using customer experience tools. We will provideactionable insights into customer needs and make tactical and strategicdecisions based on data.
Job Responsibilities
Acts as an advocate for our customers and represents them in all company interactionsUnderstands customers needs and use that insight to continually improve the customer experience.Participates in identifying innovations and cost-reduction potential of new and existing technologies.Collaborates with leaders, other LOBs, and business partners to work on issues, projects or activities.Helps manage project portfolios to allow cross-prioritization of projects for budget forecasting purposes; ensure projects are strategically aligned, and ensures projects stay on track.Provides effective leadership, coaching and development of employees through the goal setting and performance evaluation process, development planning process, and providing frequent open and honest feedback.Develops and manages department budget.Develop and implement customer experience tools to increase focus on customer journeys and impacts to customersMay act as an expert witness at regulatory proceedingsQualifications
Minimum:
Bachelors Degree or equivalent experienceExperience in customer strategy development, 2 yrsUtility industry experience, or other job-related, 4 yearsCA Class C License, or equivalentWillingness to work in an office environmentAbility to travel up to 20 percent of working timeDesired:
Masters Degree or equivalent experienceExperience developing customer experience tools, i.e., journey maps, service blueprints, etc.Experience in data analysisExperience in researchLeadership experience, high performance teamsExperience applying Lean or similar improvement methodologyCCXP-Customer Experience Certification~Project Management Professional (PMP) certification, or equivalent
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