The successful candidate will bring together Journey Management, customer insights, analytics and Lean problem solving to help teams look beyond individual metrics or organizational boundaries and understand the broader customer experience. The role will partner with Journey and Segment Owners through new ways of working, identify systemic experience issues, facilitate cross functional problem solving, and help orchestrate improvements across the processes, products, channels and organizations that shape a customer's experience.
This position is hybrid, working from your remote office and the Oakland General Office at least once a week or more based on business need.
Job Responsibilities
Journey Management & Coaching
Partner with Journey and Segment Owners to implement PG&E’s Journey Management practice and build the capabilities needed to manage experiences end to end
Coach leaders and teams to understand customer needs, moments that matter, experience gaps and opportunities beyond individual performance metrics
Help Journey Owners establish clear experience outcomes, improvement priorities and roadmaps
Support Journey and Segment Owners through adoption of new Journey Management practices, tools and ways of working
Help establish a continuous improvement mindset where journeys are actively managed rather than periodically assessed
Experience Design & Improvement
Help teams define “10 out of 10” future state experiences grounded in customer needs, research and data
Assess current experiences against the desired future state and identify the most important gaps to address
Translate customer pain points and experience gaps into clear problem statements and improvement opportunities
Facilitate journey design, problem solving and ideation sessions with cross functional teams
Help teams move from customer insight to practical changes in processes, policies, communications, digital experiences and other capabilities that shape the customer journey
Lean Problem Solving
Integrate Lean methods with customer journey management to create a systematic approach to customer experience improvement
Lead structured problem solving to identify root causes of persistent customer pain points
Connect customer feedback with operational processes and data to understand why experience issues are occurring
Help teams distinguish immediate containment opportunities from longer term systemic improvements
Develop reusable approaches that strengthen Lean customer problem solving across journeys
Customer & Journey Insights
Synthesize transactional feedback, research, operational data and other customer signals to tell a complete story about the customer experience
Identify patterns and friction that may span multiple interactions, channels or organizational boundaries
Help Journey and Segment Owners look beyond a single score and understand the broader drivers of customer outcomes
Partner with Research and Analytics teams to identify insights, hypotheses and opportunities requiring deeper analysis
Translate complex findings into clear customer stories that influence decisions and priorities
Cross Functional Orchestration
Bring together teams that own different parts of an end to end customer experience to solve shared customer problems
Identify dependencies, handoffs and ownership gaps that prevent delivery of the intended customer experience
Connect journey improvement opportunities to existing enterprise initiatives and capabilities where possible
Elevate systemic barriers and cross journey issues requiring broader enterprise attention
Facilitate alignment around customer outcomes while ensuring accountability remains with the appropriate business and functional owners
Qualifications
Minimum
Bachelor’s degree or equivalent experience
Minimum 10 years of relevant experience in customer experience, journey management, continuous improvement, strategy, product management, service design, customer insights or related disciplines
Experience leading complex cross functional initiatives in a large organization
Experience translating qualitative and quantitative customer insights into actionable business improvements
Experience facilitating problem solving and decision making with leaders and cross functional teams
Desired
Demonstrated expertise in Customer Journey Management, journey mapping or service design
Experience applying Lean methodology and structured root cause problem solving
Experience coaching business leaders or teams through new operating models, practices or ways of working
Demonstrated ability to synthesize customer research, survey results, operational measures and analytics into actionable insights
Experience defining future state experiences and translating them into improvement opportunities
Strong facilitation and workshop design skills
Strong data storytelling and executive communication skills
Demonstrated ability to influence without direct authority and align stakeholders across organizational boundaries
Experience in utilities, telecommunications, financial services, healthcare or another complex service environment with end to end customer journeys
Compensation
PG&E provides 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. Although we estimate the successful candidate hired into this role will be placed between the entry point and the middle of the range, 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.
A reasonable salary range is:
Bay Area Minimum: $144,000
Bay Area Midpoint: $194,000
Bay Area Maximum: $244,000
