Manager Voice of The Customer

4 weeks ago

Newark, United States PSEG Full time

**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.

**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 m

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