Senior Director Customer Solutions Support

Requisition:  81298

PSEG Company:  Public Service Electric & Gas Co.

Salary Range: $ 171,100 - $ 281,100

Work Location Category: Hybrid Flexible

 

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 will be responsible for building and executing a strategy / roadmap that enables a best-in-class, customer-centric experience, understanding, supporting, and anticipating the needs of the customers.  Responsible for thought leadership, defining new opportunities,  customer communications strategy, customer technology solutions, customer assessments / voice of the customer,  customer engagement and execution of the mid and long-term customer experience evolution. This position will work cross-functionally within the Customer Operations, Clean Energy Solutions (CEF) and Appliance Service Business organizations and partner inter-departmentally across all utility lines of business and Service Company business partners. This team will collaborate vertically and horizontally to ensure PSEG delivers an elevated customer experience, consistent across all channels.  On behalf of the customer, this position will identify areas of strategic and operational focus to enable business-critical partnerships and transformational change.

Job Responsibilities

• Own, develop and execute the short and long-term (multi-year) strategic plan for customer experience, maintaining a forward thinking view that aligns with and supports the utility's business plan.  Partner with senior/executive leaders across the company to ensure alignment between the Customer Strategy and the Utility / Corporate Strategy, serving as a process and Continuous Improvement integrator across the utility.  Deliver concise messaging, facilitate decision-making process and raise critical issues with leadership to ensure efficient workflow.
• Create a structured approach to understand and improve the customer experience, inclusive of value stream mapping, oversight and leadership for the Voice of the Customer and Customer Analytics Transformation teams. VOC has ownership of Customer Experience Training that is administered to the entire utility, tying back to customer insights, BPU/Executive Inquiries, JD Power Perception Survey results, etc.  The Customer Analytics/Transformation team develops capabilities that allow for the development of customer personas/journeys