Job Posting Date: September 14, 2017 Requisition #: 54219387-E02 Job Category: Information Technology Job Level: Manager/Principal Employment Type: Management Business Unit: Customer Care and CRE Schedule: Full-time City: San Francisco
Based in San Francisco, Pacific Gas and Electric Company, a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric utilities in the United States. And wedeliver some of the nation’s cleanest energy to our customers in Northern and Central California. For PG&E, ‘Together, Building a Better California’ is not just a slogan. It’s the very core of our mission and the scale by which we measure our success. We knowthat the nearly 16 million people who do business with our company count on our more than 24,000 employees for far more than the delivery of utility services. They, along with every citizen of the state we call home, also expect PG&E to help improve theirquality of life, the economic vitality of their communities, and the prospect for a better future fueled by clean, safe, reliable and affordable energy.
Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity employerthat actively pursues and hires a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability status, medical condition, protectedveteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.
The Digital Strategy team at PG&E oversees theday-to-day operations and strategic roadmap for pge.com, with the goal of making the web site easy to use. In addition to being a source of information for customers, the pge.com web site is a meaningful customer service channel, giving customers the ability to paytheir bill, report an outage, get usage information and receive text alerts for a variety of situations, from bill reminders and outage updates to bill threshold alerts. The site continues to grow, and currently handles 138M visits and 21M logins per year,almost half of which come in through a mobile device. In August 2017, pge.com took 1st place among 114 US & Canadian utilities in an Esource study that reviewed functionality, appearance, navigation and relevance. The team is comprised of in-house creative,analytics, and web product management. On a daily basis, the team is relentlessly focused on using web site data, customer feedback and troubleshooting tools to understand customer pain points. Once a hypothesis for improvement is identified, the team continuouslytests solutions, rolling out winners that improve the customer experience. In addition to operations work, the team also manages a strategic roadmap that reflects industry trends and new features and functionality.
The Web Analyst,Principal position is a vital member of the Digital Strategy team. This role will work closely with business partners in marketing, product and the call centers to create and drive a cohesive strategy and roadmap for all sources of customer insights owned bythe department. This includes Web Analytics (Webtrends), Tag Management (Tealium), Voice of the Customer (Opinionlab), A/B testing (Optimizely) and session playback (SessonCam). Future initiatives are likely to include working with customer journey analytics vendorssuch as Clickfox, CRM vendors such as Salesforce, and data warehousing systems to create an omnichannel view of customer support. In addition to department owned customer insights, this role will also partner closely with numerous agency partners to ensureessential marketing campaign data and attribution is recorded and then effectively utilized by internal stakeholders.
* Bachelor’s Degree in Mathematics or job-related discipline or equivalent experience *Master’s Degree in Business Administration or job-related discipline or equivalent experience * Job-related experience, 10 years * Experience in database management * Experience in RFPs-Requests For Proposals, or related * Expert levelknowledge and first hand work experience with e-commerce Web Analytics (ex: conversion funnels, completion rates and campaign attribution) * Expert level experience with Web Analytics software (ex: Webtrends, Google Analytics, or Adobe Omniture), as wellas with Excel, Tableau and Tealium
* Ability to apply project management theories, concepts, methods, best practices, and techniques as needed to perform at the job level * Skill in negotiating between stakeholders to reach anagreement * Ability to pay attention to details, be careful about details and thorough in completing work tasks * Competency in planning and prioritizing work to meet commitments * Ability to break down complex concepts into simpleexplanations * Competency in maneuvering comfortably through complex policy, process, and people-related organizational dynamics * Competency in building strong customer relationships and delivering customer-centric solutions to meet sharedobjectives * Ability to handle conflicting priorities and meet deadlines in a fast-paced environment
* Performs analysis on highly complex data models that have cross-functional impact and communicate data stories to executivesand key stakeholders via presentations, written summaries, and data visualizations. * Create and drive the strategy for a new web analytics implementation and configuration * Establish guidelines and processes to maintain the health and consistency ofPG&E web analytics * Responsible for creating key performance indicator (KPI) dashboards and reports, proactively review metrics to develop the strategy and priority for improvements * Work closely with SEO, Performance Marketing, Web Traffic, and CRManalytics teams to understand data needs and find innovative ways to help them * Implement and maintain analytics software, including Webtrends, Google Analytics, Opinionlab, Tealium, Sessioncam and other marketing service platforms and tools. * Managesrelationships with external vendors and continue to identify best practices in the field. * Responds to regulatory data requests, investigations, compliance and regulatory audits and customer inquiries. * Specify tagging and coding requirements in supportof business and design objectives and partner with developers on the team to implement and maintain integrity across multiple sources of data. * Quality assurance of output developed by the engineering team and validation of web reporting enhancements/changes(data validation, etc). * Provide ad hoc analyses to gain insight into user experience and behavior and present actionable insights and recommendations that enable greater customer engagement