Share this Job

Sr. Business Analyst, Customer Operations Research

Date: Mar 15, 2023

Location: Mellville, NY, US

Company: PSEG

Requisition: 72750

PSEG Company: PSEG Long Island    

Salary Range: $ 69,200 - $ 131,500 

Incentive: PIP 10%   

Work Location Category: Remote Local  


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.


Consistent with our core commitment of safety, PSEG has made the decision to require all new hires to be fully COVID-19 vaccinated as a condition of hire.  "Full vaccination" is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a sincerely held religious belief or a disability can request a reasonable accommodation.

Job Summary

Experienced analyst required for support PSEG Long Island’s Customer Intelligence Team.

Job Responsibilities

This Analyst position supports PSEG Long Island’s Customer Intelligence Team.  Responsibilities include:

•    Work with the company’s business areas to assess needs for the voice of the customer research 
•    Prepare voice of the customer reports (daily, weekly, monthly, quarterly, annually, and ad hoc). 
•    Collaborate with internal teams to design and implement projects to achieve specific goals, identify process improvements and improve the overall customer experience and satisfaction.
•    Develop, analyze, manage and communicate key market and customer relationships, research projects, etc. to support product and services improvement and strategic planning initiatives.
•    Develop and maintain relationships with outside research firms, benchmarking organizations and other utilities.
•    Provide customer relationship, market targeting and segmentation expertise, as well as, analytic support for the company’s marketing and customer experience management activities.
•    Play a key role in identifying, developing and supporting process improvement opportunities. 
•    Provide timely and actionable market research findings and insights to senior management for decision making and to enhance company brand, image, customer experience, preference and satisfaction.
•    Identify, analyze and create customer segments for targeted campaigns and direct customer communications. 
•    Research and report on customer issues. Identify solutions and improvement opportunities.
•    Conduct other duties in support of the Customer Intelligence team.

Job Specific Qualifications

•    Bachelor degree with a minimum of 5 years of market research, marketing, analytics, and/or utility experience
•    Demonstrated ability to manage multiple priorities in a dynamic environment
•    Demonstrated strong analytical and problem solving abilities
•    Demonstrated proficiency with Customer Journey Mapping
•    Experience with Behavioral Science and customer research tools and techniques
•    Must have excellent verbal, quantitative and written communication skills
•    Must demonstrate a sense of teamwork and initiative
•    Demonstrated proficiency with systems/tools. Proficiency in MS Suite: Excel, Word, PowerPoint; Tableau, SPSS, SAS and/or Python
•    Demonstrated data analytics skills, with the ability to provide consultative technical/analytical and functional support.
•    Familiarity with J.D. Power and/or other electric utility voice of the customer tools and sources

This position has a career path which provides for promotional opportunities within and across grades as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills.

Minimum Years of Experience


None Noted


None Noted


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.

Candidates must foster an inclusive work environment and respect all aspects of diversity. Successful candidates must demonstrate and value differences in others' strengths, perspectives, approaches, and personal choices.


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.


Certain positions at the Company may require you to have access to 10 CFR Part 810 controlled information.  If the position does require access to this information, the Talent Acquisition representative will provide further details upon making 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.


Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.


This site ( is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through emPower which can be accessed through by clicking on the emPower icon, then selecting careers.



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



Know your Rights: Workplace Discrimination is Illegal

Pay Transparency Nondiscrimination Provision

Job Segment: Operations Manager, Recruiting, Business Analyst, Compliance, Environmental Engineering, Operations, Human Resources, Finance, Legal, Engineering