PG&E
From PG&E's careers page
Status: listed on the employer's own careers page when we last checked (daily). Confirm on their site before applying.
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 interactions
Understands 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 customers
May act as an expert witness at regulatory proceedings
Bachelors Degree or equivalent experience
Experience in customer strategy development, 2 yrs
Utility industry experience, or other job-related, 4 years
CA Class C License, or equivalent
Willingness to work in an office environment
Ability to travel up to 20 percent of working time
Masters Degree or equivalent experience
Experience developing customer experience tools, i.e., journey maps, service blueprints, etc.
Leadership experience, high performance teams
Experience applying Lean or similar improvement methodology
CCXP-Customer Experience Certification
~Project Management Professional (PMP) certification, or equivalent
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