Senior Analyst - Voice of the Customer

Requisition:  81078

PSEG Company:  Public Service Electric & Gas Co.

Salary Range: $ 88,400 - $ 140,000

Work Location Category: Hybrid Fixed

 

PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories:

Onsite are roles that have specific onsite requirements and are typically onsite daily.

Hybrid fixed are roles that are a blend of onsite work/in-person interactions with some ability to work remotely and require employees to live within a commutable distance and be onsite fixed days each week.

Hybrid flexible are roles that can be performed remotely but require some level of onsite work/in-person interactions on a regular basis, require employees to live within a commutable distance and, since business needs vary by position and may change over time, managers will set expectations and flexibility regarding where and when work is performed.

Fully remote are roles that can be performed remotely, require employees to live in approved states and will have purpose-driven in-person interactions on occasion.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, well-being and behavioral health programs. We also offer a retirement program, 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year (including vacation, scheduled holidays, and floating holidays).

PSEG offers a unique experience to our more than 12,000 employees – we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie, and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity, and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.

Job Summary

This position is on the Voice of the Customer, (VoC) team within PSE&G’s Customer Solutions & Support organization. Analyst is responsible for business systems related fields and how they align with the user needs. Analyst will work closely with the Customer Experience (CX) Journey Mapping Specialist to ensure customer satisfaction goals are met.

Job Responsibilities

• Work with business partners to find and deliver opportunities to create a better customer experience that will drive desired business outcomes and customer satisfaction. 
• Facilitate and run session planning activities to achieve goals of the journey mapping workshop and creating an appropriate output.
• Document journeys from an end-to-end perspective and play a key role in identifying, developing, and supporting the rollout of improved business processes.
• Identify existing quantitative and qualitative research to review, share and leverage knowledge of current state experience from the customer’s perspective.
• Identify gaps in understanding and define new research needed to augment understanding of current customer experience and needs.
• Create visual representations of the current-state/future-state cross channel, end-to-end customer experience, highlighting opportunities for improvement.
• Leads or is a member on projects or teams and works directly with stakeholders in implementing improvements.

Job Specific Qualifications

Required:

• Bachelor’s degree plus 5 years of job-related analytical experience.
• In lieu of a degree, a high school diploma with 8 years of job-related analytical experience.
• Experienced at interpreting and analyzing qualitative and quantitative data.
• Experience working independently and uti