Manager Of Customer Experience & Insights - Utility

Requisition: 77821

PSEG Company: PSEG Long Island

Salary Range: $ 129,000 - $ 211,900

Incentive: PIP 20%

Work Location Category: Hybrid

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 roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states.

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 is responsible for developing and managing the overall customer experience management framework for PSEG Long Island. The focus of this position is to lead a group of individuals that performs market research, collects and analyzes industry trends and best practices, operational data, JD Power results, DPS complaint rate trends, and "cost to serve" data to identify, prioritize, and implement solutions aimed at improving the overall customer experience and satisfaction for PSEG Long Island's 1.2 million residential and business customers. This position collaborates with Customer Technology, IT, Electric Operations, Customer Operations leadership, and other internal and external stakeholders to improve key customer interactions (i.e., outage communications, new service/transfers, billing and payments, electric operations activity, customer programs, etc.). The Manager will identify key stakeholders within the LOB and work with Customer Services leadership to prioritize customer experience initiatives and establish a structure of accountability for launching new initiatives that are aimed at improving existing processes and delivering operational efficiencies.

Job Responsibilities

• Manage a team of customer experience and research professionals that collaborate with various operating groups to collect, analyze, identify, prioritize, create and implement transformational, impactful and meaningful solutions aimed at improving the overall customer experience and satisfaction with PSEG Long Island. Partner with Customer Technology, IT, business leadership, and other key stakeholders to achieve customer experience improvements.

• This includes oversight of an annual O&M budget of approximately $2M.

• Develop and manage overall customer experience management framework for PSEG Long Island. This includes building a process for collecting, analyzing and identifying CX opportunities to pursue, educating internal stakeholders on overall framework, engaging with Customer Services leadership, and communicating progress on key initiatives.

• Provide support to senior leaders and key stakeholders to assist with the delivery of programs through various parts of the business and secure the end-to-end business benefits focused on driving customer satisfaction.

• Oversee/support completion of voice of the customer (VOC) research and reports (i.e., daily, weekly, monthly, quarterly, annually, and ad hoc). "

• Lead and support various LIPA metric deliverables within the Customer Services portfolio. Identified customer experience gaps/opportunities are expected to define future projects within the Customer Services metric portfolio to drive continuous improvement.

• Develop and deliver monthly business performance reports to LIPA. In collaboration with other internal teams, provide a analyses that highlight key program milestones and deliverables, discuss issues and challenges and recommend actions that should be implemented to avoid potential roadblocks or barriers to achieving specific metric goals/targets.

• Lead journey mapping initiatives based on market intelligence insights, industry benchmarking, best practices and data analytics to identify gaps and address opportunities to deliver an improved customer experience in various areas of the organization.

• Assist in designing customer roadmaps, identifying key factors that impact the customer decision-making process to guide program development and deployment while increasing positive impact on customer experience and satisfaction.

• Effectively manage team, providing oversight and direction to employees in accordance with the organization's mission and objectives, regulatory/program requirements and associated goals and metrics. Create a workplace environment that advocates strong team functioning that values input and views of entire Department. Develop highly collaborative, cooperative and engaged teams that routinely work well together, actively supporting one another, while valuing the input, diversity of thought and contributions of all. Coach, mentor, and develop staff, including a focus on career development planning and growth opportunities. Manage the performance and professional development of a diverse clerical and management workforce. Empower employees to display responsibility and accountability for the successful delivery of their tasks and achievement of project goals, while delivering regular feedback.

• Develop and maintain relationships with outside research firms, benchmarking organizations and other utilities, keeping current on industry trends and best practices.

Job Specific Qualifications

Required

• A Bachelor's Degree plus a minimum of 10 years of customer operations, customer service, customer experience, customer research, and/or process improvement experience

• Minimum of 4 years of demonstrated supervisory or managerial experience with ability to manage diverse workforce that advocates strong team functioning and values input and views of all personnel

• Demonstrated knowledge and practical experience with the following principles and concepts: Customer experience operations and best practices, problem solving, analytical skills, driving for results, and commitment to continuous improvement

• Ability to interpret high volumes and data and information to synthesize new programs, initiatives and process changes

• Experience leading projects/programs that drive improvements in customer experience and operational efficiencies

• Ability to learn and apply knowledge of customer experience operations to influence customer program evolution

• Familiarity with JD Power and/or other electric utility Voice of the Customer tools and resources

• Customer journey mapping experience

• Experience in collaborating with customers and/or stakeholders to resolve complex issues

• Excellent verbal, written communication and presentation skills

• Excellent teamwork, collaboration, facilitation, relationship building, and negotiation skills

Desired

• Knowledge and practical experience with the following principles and concepts: Strategic thinking, design thinking, ideation, conflict management, project management principles, business case development and review, financial analysis and reporting

• Familiarity with relational database concepts and query writing

• Familiarity with systems development and project management principles

• Demonstrated proficiency with customer systems/tools. Proficiency in MS Suite: Excel, Word, PowerPoint; Tableau, SAS, etc.

• Advanced ability to clearly present complex material and concepts

• Electric utility experience

• Six Sigma training (or equivalent)

Minimum Years of Experience

10 years of experience

Education

Bachelors

Certifications

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.

As an employee of PSEG you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.

For all roles, PSEG's drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. For employees in federally regulated roles (including positions covered by USDOT, PHMSA, or NRC regulations), this also includes random testing. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and/or medically, it is prohibited for employees in federally regulated roles. Employees who are hired or transfer into a federally regulated role are subject to drug and alcohol testing, inclusive of marijuana. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for such a positive result.

PSEG employees must apply for jobs internally through emPower which can be accessed through sharepoint.pseg.com by clicking on the emPower icon, then selecting careers. This site (PSEG Careers and Job Openings) is strictly for candidates who are not currently PSEG employees, with the exception of PSEG employees who do not have company email addresses.

PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email accommodations@pseg.com.

If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.

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