Customer Experience Strategist, Senior

Requisition ID # 165026 

Job Category: Customer Support / Operations 

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland

 

 

Department Overview

 

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

 

Position Summary

 

The Senior Customer Experience Strategist role will be responsible for project management of several strategic cross-functional projects in support of the company’s True North Strategy goal to “rebuild trust with our customers and our local communities by delivering excellent customer experiences every day.”

 

 In this role, you will be responsible for consulting on customer experience strategies, utilizing lean capabilities, and leveraging customer insights and project management to prioritize, plan, and execute various initiatives that improve the customer experience. You will focus on bringing visibility to both short-term metrics, such as customer cases/escalation reduction, and longer-term metrics, like the Customer Satisfaction Score (CSS). Your efforts will play a crucial role in shaping the company's customer satisfaction strategy by driving actions that have a measurable impact on our customers' experiences.

 

A successful candidate should be an excellent project manager, data analyst, and skilled communicator. Additionally, they should be highly organized, comfortable with creating and interpreting complex data analyses and visuals, and highly collaborative. The ideal candidate will excel at working with cross-functional teams, be skilled in data storytelling, and be adept at creating presentations and presenting to senior leadership audiences. Familiarity with (or openness to learning) lean methodology and a tenacious commitment to improving the customer experience are also essential.

 

The position is hybrid working from your remote office and the Oakland General Office, on average 1-3x+ weekly or as business needs require.

 

PG&E is providing 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. 

 

A reasonable salary range is:​

 

Bay Area Minimum: $​102,000

Bay Area Maximum: $​152,000

 

Job Responsibilities

• Project Management:
  • • Lead complex cross-functional projects that have broad company implications.
    • Determine project and initiatives scope and timeframes, assign tasks and manage issues.

 

• Data Analysis and Visualization:
  • • Evaluate and measure success Assess various business metrics, processes, and projects to determine their effectiveness. 
• Compile and analyze data: Document work processes and procedures, conduct surveys and interviews to identify and quantify issues, recommend, and implement solutions.
• Extract insights: Use research and data analysis to derive insights and apply them across customer and integration strategies.
• Perform root cause analysis: Analyze the most complex processes that have cross-functional impact to identify u