Requisition: 82730
PSEG Company: Public Service Electric & Gas Co.
Salary Range: $ 104,600 - $ 165,700
Work Location Category: Hybrid Fixed
We’re one of the country’s largest energy companies, with a vision of powering a future where people use less energy, and it’s cleaner, safer and delivered more reliably than ever. We’re also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day.
Here, you’ll have the stability and exciting opportunities that come with being a Fortune 500 company — along with a supportive, friendly work environment where your contributions are valued.
We know life isn’t one-size-fits-all, and neither is work. That’s why we offer flexible work options depending on the role.
In support of this model, roles have been categorized into one of three work location categories:
1. Onsite – roles where employees are expected to be onsite daily.
2. Hybrid fixed – roles that are a mix of remote work and onsite work fixed days each week
3. Hybrid flexible – roles that are a mix of remote work and onsite work, but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week).
As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits from day one, designed to support your total well-being: medical, dental, vision, parental leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off.
More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you’re looking for a place where you can build a meaningful career and help power and support our communities, we’d love to welcome you to the team.
PSEG is not offering visa sponsorship for this position.
Job Summary
The Process Lead for Voice of the Customer will be responsible for managing and optimizing strategies within the Customer Solution organization. Works closely with manager to foster collaboration across PSEG. Supervises a team of analysts to support scorecard reporting of compensable metrics and Customer Experience related initiatives across Enterprise.
Job Responsibilities
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-Lead and execute management and reporting of compensable customer satisfaction surveys, including Transactional Satisfaction Survey (TSS) and J.D. Power Residential and Business Customer Satisfaction Surveys.
-Fosters and maintains relationships with external vendors and agencies.
-Functions as point of contact with key vendor contacts, ensuring studies are provided timely, and business expectations met.
-Manage standard reporting packages for executive leaders and managers across the business to report study findings and performances.
-Direct monthly reporting process to ensure accurate and timely completion of all reporting packages for surveys managed through Voice of the Customer.
-Develop, prepare, and present key findings for business teams on performance within each study, identifying areas of opportunity to impact and improve the customer experience.
-Create ad-hoc analysis as needed for individual businesses to report on key findings and opportunities.
-Work with multiple internal stakeholder teams, including Customer Relations, Customer Analytics, Gas Operations, Electric Delivery, Customer Care, Clean Energy Solutions, Projects and Construction, Customer Communications and Corporate Communications to identify and implement initiatives to improve the overall customer experiences among all customer segments.
-Process and reconcile all Voice of the Customer invoices, including managing vendor contract renewals and Purchase Order completion.
-Co-lead Customer Experience teams by providing guidance and insights to Cx team leads to help drive impactful initiatives to improve the customer experience through leveraging customer listening posts.
-Supports manager with establishing and maintaining relationships with internal clients/customers, determining client needs and creating a work plan to meet the client’s expectations.
Job Specific Qualifications
-Bachelor’s degree and a minimum of 7 years relevant professional experience. In lieu of a degree, a minimum of 10 years of relevant professional experience.
-Demonstrated communication skills (verbal and written), interpersonal skills and leadership skills
-Strong analytical skills with the ability to interpret complex data sets
-Demonstrated strategic thinking, analytical capability and customer focus to make sound judgements with limited information
-Demonstrated project management skills
-Operational experience with processes within a Customer Care or related process
-Demonstrated experience identifying customer needs and communicating accordingly
-Proficient with Microsoft applications, SharePoint, Word, Excel, PowerPoint, Power BI and Data Visualization
Desired
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-MBA
-Knowledge of utility customer-facing operations
-Supervisory experience
Some positions at PSEG require access to information covered by the Department of Energy’s regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a “Generally Authorized” destination on the attached list ecfr.gov/current/title-10/chapter-III/part-810/appendix-Appendix A to Part 810and not also a citizen, national, permanent resident of any country not listed; OR (4) a “Protected Individual” under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).
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.
Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. 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 a positive result.
If you are a current PSEG Long Island (PSEGLI) employee and offered an opportunity with PSEG or any of its subsidiaries other than PSEGLI, you will be treated as a new hire. Please note that as a new hire to PSEG, your benefits will change and generally will be consistent with other similarly situated PSEG new hires. Similarly, for PSEG employees who accept job opportunities with PSEGLI, your benefits will change and generally be consistent with other similarly situated new hires of PSEGLI.
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.
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 accommodationspseg.
If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodationspseg. 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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