About this role
Requisition ID # 175773 Job Category: Customer Support / Operations Job Level: Manager/Principal Business Unit: People Work Type: Hybrid Job Location: Oakland Department Overview Position Summary The Customer Experience and Insights job family is responsible for ensuring the customer perspective is captured by surveying, researching, and using customer experience tools. We will provide actionable insights into customer needs and make tactical and strategic decisions based on data. Job Responsibilities Acts as an advocate for our customers and represents them in all company interactions Understands customers needs and use that insight to continually improve the customer experience.
Participates in identifying innovations and cost-reduction potential of new and existing technologies. Collaborates with leaders, other LOBs, and business partners to work on issues, projects or activities. Helps manage project portfolios to allow cross-prioritization of projects for budget forecasting purposes; ensure projects are strategically aligned, and ensures projects stay on track. Provides effective leadership, coaching and development of employees through the goal setting and performance evaluation process, development planning process, and providing frequent open and honest feedback. Develops and manages department budget. Develop and implement customer experience tools to increase focus on customer journeys and impacts to customers May act as an expert witness at regulatory proceedings
Qualifications Minimum
- Bachelors Degree or equivalent experience Experience in customer strategy development, 2 yrs Utility industry experience, or other job-related, 4 years CA Class C License, or equivalent Willingness to work in an office environment Ability to travel up to 20 percent of working time Desired: Masters Degree or equivalent experience Experience developing customer experience tools, i.e., journey maps, service blueprints, etc.
- Experience in data analysis Experience in research Leadership experience, high performance teams Experience applying Lean or similar improvement methodology CCXP-Customer Experience Certification ~Project Management Professional (PMP) certification, or equivalent