Requisition: 81952 PSEG Company: Public Service Electric & Gas Co. Salary Range: $ 152,300 - $ 250,100 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 Leads, directs and oversees overall customer experience management framework for PSE&G. Direct a team of managers who have responsibility for Voice of the Customer listening posts (i.e. JD Power results, best practices/benchmarking/industry trends, complaints/inquiries, surveys, focus groups, etc.), Customer Analytics & Transformation via data science tools & practices, journey mapping of PSE&G's key customer journeys (driven by business need and customer listening posts), Customer Relations, community outreach for all customer programs & solutions offered by the Clean Energy Solutions, Customer Solutions and Customer Operations business areas. This team's goal is to lead PSE&G toward improving overall customer experience and satisfaction of its 2.3M electric and 1.9M gas customers. The team collaborates with all Customer organizations, Utility orgs, IT, Senior Leaders, and other internal and external stakeholders to improve key customer interactions (i.e., outage communications, new service/transfers, billing and payments, electric/gas operations activity, customer programs/solutions, etc.). The team will identify key stakeholders within the LOB and work with leadership and the Customer Strategy team 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 * Develop and lead the activation and optimization of data inclusive of the Customer Data Asset and other reporting tools. Provide strategic direction for the Customer Analytics/Transformation team of data scientists and analysts focused on data-driven decision making, solution development, and performance benchmarking. Drives partnerhsip wtih all leads in Customer to leverage data in building business cases, developing solutions and measuring success. * Provide strategic direction for customer experience framework collaborating with various operating groups to collect, analyze, identify, prioritize, create, and implement transformational solutions aimed at improving the overall customer experience and satisfaction of PSE&G customers. Partner with Customer Technology, IT, business leadership, and other key stakeholders to achieve customer experience improvements. Oversee utility external research (e.g. Chartwell, Esource, Forrester, etc). Oversee/support completion of voice of the customer (VOC) research and reports (i.e., daily, weekly, monthly, quarterly, annually, and ad hoc). Incorporate learnings, root causes, and action plans identified from Executive, Escalated and NJ BPU inquiries, into insights and improvements. * Manage the Customer Relations team collaborating across the Utility to address customer and media inquiries and executive complaints in a timely and professional manner. Through that process identify process improvements to enhance the customer experience. * Management and oversight of the company Customer Council - identifying selection of presentations that raise awareness and educate Executives on key initiatives, challenges and opportunities in the customer space, with the overall goal to drive customer centricity culture so that all employees recognize that they are part of delivering the customer experience. * Provide strategic direction and oversight to outreach teams responsible for implementing strategic objectives (i.e. program participation, low/moderate income, over-burdened communities, small/medium business outreach, community organizations, etc.) Develop strategic partnerships with key community organizations. Collaborate with other PSEG organizations and initiatives, including Corporate Responsibility and Jobs Program. * Provide strategic direction and insights to guide the Customer Communications Strategy across all business areas (Clean Energy Solutions, Customer Solutions, Customer Operations, electric & gas delivery, Rates, State Governmental Affairs, Legal, Corporate Citizenship, appliance service, etc.). With the goal of achieving business objectives, providing customers with actionable insights to make informed decisions and support their energy needs. * Provide organizational leadership creating a workplace that is conducive to positive behaviors and supportive of diversity and inclusion. Develop, empower and mentor next level leaders to enable a workforce that allows PSE&G continuous improvement, growth and supports the needs of its customers. Lead a high-performing team of integrators who are committed to collaborating and partnering across business units to accomplish goals, driving positive outcomes with teams outside of the direct organization. Job Specific Qualifications Required * Bachelor's degree in Business, Marketing, Engineering, Communications, Data Analytics, or related field, with 15 years of relevant work experience * Experience interpreting high volumes of data and information to synthesize new programs, initiatives and process changes * Experience leading projects/programs that drive improvements in customer experience and operational efficiencies * Experience applying knowledge of customer experience operations to influence customer program evolution * Knowledge of JD Power and/or other utility Voice of the Customer tools and resources * Extensive managerial experience of large groups * Experience in collaborating with customers and/or stakeholders to resolve complex issues Desired * Masters / advanced degree in Business, Engineering or relevant field * Familiarity with systems development and project management principles * Familiarity with utility business particularly customer service operations and digital customer platforms Minimum Years of Experience 15 years of experience Education Bachelors 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. If you are a current PSEG employee and if you are offered an opportunity with PSEG Long Island, you will be treated as a new hire. Please note that as a new hire to the Long Island subsidiary, your benefits will change and generally will be consistent with other similarly situated PSEG Long Island new hires. Similarly, for PSEG Long Island employees who accept job opportunities with PSEG or any of its subsidiaries (other than PSEG Long Island), their benefits would change and generally be consistent with other similarly situated new hires of that company. As an employee of PSE&G or PSEG LI, 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 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. 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 [email protected]. If you need to request a reasonable accommodation to perform the essential functions of the job, email [email protected]. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision. ADDITIONAL EEO/AA INFORMATION (Click link below) Know your Rights: Workplace Discrimination is Illegal Pay Transparency Nondiscrimination Provision Nearest Major Market: Newark Nearest Secondary Market: New York City Job Segment: Environmental Engineering, Recruiting, Compliance, Project Manager, Engineer, Engineering, Human Resources, Legal, Technology