Senior Advisor, Customer Service Performance Analytics

Thomson Reuters Markets Espana SL.; Irwindale (CA); Hybrid; USD 140,000 - 200,000; Full time

Job summary

Southern California Edison is seeking a Senior Advisor, Customer Service Performance Excellence to lead data-driven performance management. You will develop forecasts, KPI structures, dashboards, and predictive models using Power BI, SQL, and advanced analytics to guide executives and frontline leaders.

You will collaborate with cross-functional teams to translate data into actionable insights, drive continuous improvement, and ensure top-quartile customer service performance.

Qualifications

• Ten or more years of experience performing modeling, forecasting or economic analysis and reporting.
• Bachelor's degree or higher in Business, Analytics, Operations, Economics, or related field.
• Experience designing performance management frameworks, KPI structures, dashboards, and performance measures that drive business decisions and accountability.
• Experience developing forecasts, business performance models, and scenario analyses to support operational and strategic decision-making.
• Experience conducting benchmarking, driver analysis, and root-cause analysis to identify performance improvement opportunities and quantify business impact.

Responsibilities

• Forecasts include distributed energy resource forecasts and policies.
• Drives studies to determine financial and operational impact of changes in assets, programming, rules or environment.
• Delivers economic and market analysis to assess performance, rules, adoption trends and customer participation.
• Participates in design of framework to identify and quantify consumer detriment in pricing.
• Uses benchmarking models to identify pricing issues and propose solutions.
• Collaborates with stakeholders on forecast methodology and ensures deliverables meet needs.

Skills

Analytical thinking

Problem solving

Communication

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's degree or higher in Business, Analytics, Operations, Economics, or related field

Tools

Excel

Power BI

SQL

SAS

Job description

Southern California Edison is seeking a Senior Advisor, Customer Service Performance Excellence to lead data-driven performance management. You will develop forecasts, KPI structures, dashboards, and predictive models using Power BI, SQL, and advanced analytics to guide executives and frontline leaders.

You will collaborate with cross-functional teams to translate data into actionable insights, drive continuous improvement, and ensure top-quartile customer service performance.