Senior Director Customer Solutions Support

Job Summary

This position will be responsible for building and executing a strategy / roadmap that enables a best-in-class, customer-centric experience, understanding, supporting, and anticipating the needs of the customers.  Responsible for thought leadership, defining new opportunities,  customer communications strategy, customer technology solutions, customer assessments / voice of the customer,  customer engagement and execution of the mid and long-term customer experience evolution. This position will work cross-functionally within the Customer Operations, Clean Energy Solutions (CEF) and Appliance Service Business organizations and partner inter-departmentally across all utility lines of business and Service Company business partners. This team will collaborate vertically and horizontally to ensure PSEG delivers an elevated customer experience, consistent across all channels.  On behalf of the customer, this position will identify areas of strategic and operational focus to enable business-critical partnerships and transformational change.

Job Responsibilities

• Own, develop and execute the short and long-term (multi-year) strategic plan for customer experience, maintaining a forward thinking view that aligns with and supports the utility's business plan.  Partner with senior/executive leaders across the company to ensure alignment between the Customer Strategy and the Utility / Corporate Strategy, serving as a process and Continuous Improvement integrator across the utility.  Deliver concise messaging, facilitate decision-making process and raise critical issues with leadership to ensure efficient workflow.
• Create a structured approach to understand and improve the customer experience, inclusive of value stream mapping, oversight and leadership for the Voice of the Customer and Customer Analytics Transformation teams. VOC has ownership of Customer Experience Training that is administered to the entire utility, tying back to customer insights, BPU/Executive Inquiries, JD Power Perception Survey results, etc.  The Customer Analytics/Transformation team develops capabilities that allow for the development of customer personas/journeys that help PSE&G be the trusted energy advisor across all segments, and foster a customer centric culture at PSE&G.
• Lead, create and execute key strategic initiatives, enabling change management.  Ensure the team meets / exceeds operational metrics, inclusive of key performance indicators that are on the Utility, Customer Operations, Customer Solutions and Clean Energy Solutions.  Ensure KPIs are met across the organizations beyond scorecard metrics.
• Provide leadership and strategic direction for Customer Technology team, $25-30M of capital spend annually (CO $8M and CES $15-20M), and $204M O&M spend (CO $197M and $CES $7M) for Clean Energy and Customer Operations. Ensure alignment with all customer facing technology across the utility. Ensure initiatives/projects properly respond to customer insights gleaned from PSE&G's many customer listening posts, and also tie back to the Customer Care strategy.  Ensure proper testing, approvals, and adherence to budget.
• Oversee customer communication strategy and campaigns, outreach and strategic partnerships with key community organizations. Collaborate with other PSEG organizations and initiatives, including Corporate Communications, Corporate Responsibility, Jobs Program and Clean Energy Solutions marketing.  Oversee the development of customer service and perception campaigns. Provide strategic oversight and leadership for customer communications during storms and emergency events.
• 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 with at least 15 years of relevant work experience
• Leadership experience
• Ability to work and collaborate cross-functionally to develop multiple strategic initiatives and transition them to the business
• Proven track record of engagement and influence with all levels of the organization, including senior VPs
• Ability to proactively communicate topics in a clear, succinct and relevant way
• Ability to understand the regulatory construct that drives strategic decisions
• Ability to collaborate with legal, regulatory, and regional/public affairs to influence and drive positive strategic regulatory outcomes
• Ability to collect, organize, visualize, and assimilate data, drawing conclusions and finding solutions
• Strong business acumen - including knowledge and understanding of the utility industry and customer experience drivers
• Significant experience in leading teams, both in direct reporting and cross-functionally; strong leadership skills
• Ability allocate decision-making authority and task responsibilities to appropriate team members
• Ability to lead within sphere of influence, motivate others, resolve roadblocks and escalate effectively
• Ability to work in matrixed environments
• Must have strong customer focus
• Demonstrated ability to be flexible and work in a high-energy, dynamic and sometimes unstructured environment 
• Authority to escalate / drive decision inside Utility 
• Ability to muster business resources necessary to ensure execution of strategy / initiatives
• Excellent teamwork, facilitation, relationship building, and negotiation skills
• Ability to present to all levels of management & executive leadership

Desired

• Project Management Professional Certification (PMP)  and/or Lean Six Sigma (LSS) certification
• Understanding of, and experience with IT project management methodologies, quality assurance and IT processes

Minimum Years of Experience

Education

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.