Business Process Analyst, Principal

Requisition ID # 161600 

Job Category: Business Operations / Strategy 

Job Level: Manager/Principal

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland

Department Overview

The Customer Experience & Insights (CXI) organization leverages qualitative and quantitative data to evaluate the effectiveness of customers’ touchpoints with PG&E. We advocate on behalf of customers and develop actionable insights to influence strategy and improve customer experience. We do this through data analytics, journey mapping, qualitative and quantitative research, process improvement, and program management.

Position Summary

This position will be responsible for planning and overseeing several strategic cross-functional projects in support of the company’s True North Strategy goal to “rebuild trust with our customers and our local communities by delivering excellent customer experiences every day.” In this role you will consult on customer experience strategies, employ lean capabilities, and leverage customer insights and program management for the prioritization, planning and execution of several initiatives. You will evaluate the effectiveness of business processes, practices and procedures, and then recommend improvements and lead pilots or implementation of changes. You will bring visibility to the drivers of customer escalations through data visualization and presentations. The role will be responsible for development and assessment of new solutions. You will play an important role in informing the company’s customer satisfaction strategy by driving actions which will have a measurable impact on our customers experiences.

A successful candidate should be a great communicator, organized, comfortable with creating and reading complex data analysis & visualization, highly collaborative, excellent at working with cross-functional teams, skilled in data storytelling, comfortable creating presentations and presenting to senior leadership audiences, familiar with the lean methodology, and tenacious about improving the customer experience.

The position is hybrid working from your remote office and the Oakland General Office, on average 1-3x weekly or as business needs require.

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. Although we estimate the successful candidate hired into this role will be placed between the entry point and the middle of the range, the decision will be made on a case-by-case basis related to these factors.

This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

A reasonable salary range is:

Bay Area Minimum: $136,000.00
Bay Area Maximum: $232,000.00

Job Responsibilities

• Develop highly complex process tracking systems that have wide ranging impact and application across multiple departments.
• Act as a thought leader applying extensive planning expertise in the development of resolution to complex issues.
• Manage major and complex cross-functional; strategic planning projects that have broad company implications
• Originate, plan, execute, and extract insights from research and data analysis and apply insights across product, marketing, customer and integration strategies
• Perform root cause analysis on the most complex processes that have cross functional impact.
• Solve unique and complex process problems, anticipating issues and developing innovative process solutions. Presents findings and proposes recommendations to senior leadership to gain agreement.
• Work with senior management to support strategic planning and decision making in relation to organizational and cross functional business processes and strategies.
• May provide direction and coaching to other team members. May supervise 1 or 2 employees.

Qualifications

Minimum:

• Bachelors Degree in Business Administration or job-related discipline or equivalent experience
• Job-related experience, 8 years

Desired:

• LSS-Lean Six Sigma Green Belt certification

• LSS-Lean Six Sigma Black Belt certification
• Master’s degree or equivalent experience
• Demonstrated ability to develop and manage senior executive level relationships within complex environments
• Experience leading directly or indirectly a functional, industry, and/or business area
• Project or Program Management experience
• Experience in market research and data analysis in the utility, financial services, telecommunications, or consumer products sectors
• Experience applying Lean methodology
• Demonstrated ability to guide and facilitate executive level business decisions using techniques such as: quantitative/qualitative analysis, customer/employee assessments, process analysis, performance and operations analysis, business case development, risk and/or gap analysis, and organizational and business readiness assessments
• Strong communication skills – both written and verbal – with the ability to communicate effectively to technical and non-technical team members, as well as executive through field level positions within the company
• Proficiency with data visualization tools

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