Manager, Belonging & Enviroment

Pacific Gas and Electric Company; Oakland (CA); On-site; USD 100,000 - 140,000; Full time

Job summary

Pacific Gas and Electric Company is seeking a seasoned professional to drive customer experience insights and strategies. You will advocate for customers, analyze needs, and collaborate across lines of business to prioritize initiatives that improve journeys and outcomes.

The role focuses on leveraging data and tools to shape tactical decisions, with leadership responsibilities and potential regulatory involvement.

Qualifications

• Bachelors degree or equivalent experience.
• 2 yrs in customer strategy development or related field.
• 4 yrs utility industry or related experience.
• CA Class C License or equivalent.
• Willingness to work in an office environment.
• Ability to travel up to 20% of time.

Responsibilities

• Advocate for customers in all company interactions.
• Understand customer needs and improve experience accordingly.
• Identify innovations and cost-reduction opportunities.
• Collaborate with leaders and partners on projects.
• Help manage project portfolios and budget alignment.
• Provide leadership, coaching, and performance feedback.
• Develop and manage department budget.
• Develop customer experience tools to map journeys.
• May act as expert witness in regulatory proceedings.

Education

Bachelor's Degree or equivalent experience

Master's Degree or equivalent experience

Customer strategy development

Data analysis

Leadership

Project management

Tools

Lean methodology

Stakeholder collaboration

Job description

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

Qualifications

Minimum:

• 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

Desired:

• Masters Degree or equivalent experience
• Experience developing customer experience tools, i.e., journey maps, service blueprints, etc.
• Experience in data analysis
• Experience in research
• Leadership experience, high performance teams
• Experience applying Lean or similar improvement methodology
• CCXP-Customer Experience Certification
• ~Project Management Professional (PMP) certification, or equivalent