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Director of Customer Experience & Utility Market

Date: Jul 26, 2022

Location: Melville, NY, US

Company: PSEG

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. With our reimagined workplace, we recognize the importance of flexibility in terms of when and where employees perform their jobs.  And many of our jobs do not require you to live in the tristate area.

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

This position will transform the customer experience by leading, directing, and prioritizing all activities involving Large Customer Support, Economic Development, Utility Marketing, Customer Satisfaction Management, Quality Assurance, Customer Systems and Change Management

Job Responsibilities

  • Direct and lead the customer satisfaction improvement efforts including the Customer Satisfaction Team, JD Power Index, quality improvement, and customer complaint analysis and improvement efforts.   Direct efforts and implementation of initiatives to monitor and improve customer facing systems including, web/myaccount, monthly billing and exception process, bill presentment, payment processing, and collections.  Lead activities to achieve OSA targets.
  • Develop and direct account support strategies for LCS managed accounts. Provide direction to the Regional LCS Managers and Business Process Managers in regards to goals and objectives related to account support.  Also direct the various interruptible programs, special rate contracts, and ancillary I&C account support efforts Represent the company before governmental and industry trade associations.
  • Develop and direct initiatives to qualify and develop area development leads and prospects, and referrals to allied companies. Work with network brokers, corporate executives, realtors, developers, consultants and others in expand the company's customer and revenue base.  Provide input into the development economic development programs and incentives to meet the specific needs of business customers.  Maintain a network of key business leaders and government contacts in an effort to influence and shape local and State economic development policy and other policies impacting economic development or I&C customer satisfaction through active participation with State, local and private sector organizations, trade associations, committees, etc.
  • Lead utility marketing efforts and coordinate customer communications with Corporate Communications Director.   Lead the business assessment of legislative and regulatory issues, risks and opportunities. Responsible for the development of cost recovery filings, reports and other regulatory issues regarding the existing approved RGGI programs.
  • Assure development and attainment of an environment that fosters a high performance culture focused on customer satisfaction and continuous learning.  Identifies opportunities for growth and learning for the organization.

Job Specific Qualifications


  • Bachelor’s Degree
  • 12 years’ experience preferably with customer satisfaction, utility marketing, large industrial & commercial accounts or new business initiatives
  • 5 years economic development, business development or marketing experience
  • Maintain and apply working knowledge of LIPA Standards for Business Controls and meeting management’s expectations for effective internal business and SOX controls
  • Proven leadership and management skills
  • Experience promoting and improving team effectiveness and customer focus
  • Must be results-oriented
  • Must be able to devote time to serving on organizations boards, travel and attend evening events


  • Utility experience
  • JD Power experience with a proven record of improving customer satisfaction
  • Established relationships within economic development communities
  • Familiarity with sales and account management processes
  • MBA
  • Strong demonstrated technical and operations experience and knowledge of electric system
  • Working knowledge of electric tariffs

Minimum Years of Experience

12 years of experience




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.

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.

Public Service Enterprise Group (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.


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Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty

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