Manager, Belonging & Enviroment

Pacific Gas and Electric Company

Oakland, CA, United StatesYesterday

Key details

Location: Oakland, CA, United States
Work style: Hybrid
Level: Senior
Function: Customer success & Support
Focus area: other
Posted: Yesterday

Skills

blueprint readingdata analysisleanpmpsurveying

About the role

Requisition ID # 175773

Job Category: Customer Support / Operations

Job Level: Manager/Principal

Business Unit: People

Work Type: Hybrid

Job Location: Oakland

Department Overview

Position Summary

The Customer Experience and Insights job family is responsible for ensuring the customer perspective is captured by surveying, researching, and using customer experience tools. We will provide actionable insights into customer needs and make tactical and strategic decisions 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

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