Manager Voice of the Customer

Date: Apr 12, 2024

Location: Newark, NJ, US

Company: PSEG

Requisition: 77399

PSEG Company: Public Service Electric & Gas Co.    

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

Be the voice of the PSE&G customer.  This position drives the company's strategic goal of developing a strong customer centric culture.  Leads the PSE&G assessment and analysis of the customer experience and provides strategic direction for customer communications and operational process improvement initiatives that reduce the customer's effort to do business with PSE&G. Through the position's managment of the Customer Council and heavy schedule of LOB presentations on customer issues, regularly communicates to senior leadership and lines of business recommendations to further improve the customer experience.

Job Responsibilities

  • The Customer Assessment team manages outside vendors and provides analysis on J D Power, TSS the transactional survey and other key customer satisfactions metrics covering the entire utility footprint.  Manage and direct all customer assessment activities, including analysis and reporting of all perception, transactional and ad-hoc research studies.  The position works with all the operational LOB's as well as service company departments like Corporate Communications and State Government Affairs to provide analysis based on customer feedback, lead discussions on customer analysis and issues at meetings like the Electric DOMA and Gas Senior Operational meetings, and work with these teams to develop actionable improvement initiatives.
  • Manage the Customer Council, strategy, selection of presentations that raise awareness and educate, run the monthly meeting, employee recognition and respond to all senior leader requests, all with the goal of using the Council to drive the customer centricity culture so that all employees recognize that they are part of delivering the customer experience.  Responsible for developing and reporting on the Customer Dashboard for all LOB's and also responsible for all senior level Customer Care presentation work, such as BOD, Vp, all hands and external presentations.
  • Manage the team who performs the customer journey mapping that documents the company's operational processes through the lens of our customers.  The improvement suggestions generated by the journey mapping as well as those identified through escalated complaints and other customer feedback are analyzed and where possible incorporated into improvement initiatives.  Those initiatives, whether technology, business rules or operational process improvements are tracked through to completion via the journey mapping team and the Customer Experience lead who manages multiple cross LOB initiatives concurrently.
  • Manage the process ownership of key customer transactional functions - For large volume customer transactions, such Move In / Move Out and Outage reporting, be the process owner of those functions for design, reporting, regulatory compliance and delivery across multiple platforms both self service and assisted.  Own the function by documenting, identifying successes and pain points and then work with the customer technology, data and call center teams as well as Electric, Gas and RES to improve the delivery of service.
  • Provide strategic direction for additional market research incorporating feedback from multiple customer listening posts. Manage and direct primary and secondary market research in support of strategic and operational decisions.  Lead or provide assistance in managing cross-departmental initiatives to improve customer perception.Creation and analysis related to customer surveys as requested by operating and support areas ex. Time of Use Rate customer focus groups in support of the Rate Case and use of the on line customer panel.
  • Oversee and manage the department, vendors, financials, personnel including management development and comply with all corporate governance.

Job Specific Qualifications

Required

  • BS/BA with minimum of eight years experience in business, customer research or customer operational roles with increasing levels of responsibility.
  • Proficient with Microsoft applications and familiarity with Customer Information Systems or current equivalent.  Strong analytical skills and communication skills both written and verbal.   Excellent ability to build and deliver presentations.

Desired

  • Masters Degree in Business or related field;
  • Management experience

Minimum Years of Experience

8 years of experience

Education

Bachelors

Certifications

None Noted

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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Nearest Major Market: Newark
Nearest Secondary Market: New York City

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