Expert Customer Data Analyst

Requisition ID # 170942 

Job Category: Information Technology 

Job Level: Individual Contributor

Business Unit: Customer & Corporate Affairs

Work Type: Hybrid

Job Location: Oakland

Department Overview

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

Position Summary

We are seeking an experienced, full-time Data Analyst to execute critical customer data analytics initiatives. In this role, you will collaborate closely with business partners to identify their needs and deliver tailored solutions, including customer segmentation, targeted list generation, and comprehensive campaign effectiveness analyses.

Successful candidates will be able to interact with technical and non-technical coworkers to resolve analysis and technical issues and are able to summarize and package findings for presentation to cross-functional teams and leadership.

This position is hybrid, working from your remote office and your assigned work location based on business needs or company requirements.

PG&E is providing the full salary/pay range for this position.  The actual amount paid to an individual will be based on multiple factors, including, but not limited to, internal equity, specific skills, education, licenses or certifications, experience, market value, and geographic location.  The range to reasonably expect will be around the minimum and the midpoint <$Min - $Mid of the range>.  The final decision will be made on a case-by-case basis related to the factors above. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

Bay Area Min: $ 126,000

Bay Area Mid: $ 163,000

Bay Area Max: $ 200,000

Job Responsibilities

• Build a deep understanding of partners’ business challenges and core needs, providing expert guidance toward optimal, data-driven solutions.
• Establish yourself as a trusted and valued business partner
• Collaborate with internal clients to define target audience specifications for campaigns, extract relevant customer lists, set campaign performance metrics, design post-campaign analysis, and deliver clear, insightful, and visually engaging reports that inform business strategy and drive action.
• Integrate, manage, and utilize data from multiple sources to support business objectives.

• Perform data analysis for ad hoc reporting, statistics, lists, and visualizations to support analytics teams, Customer Research, Marketing, project managers, and other business stakeholders.
• Design and implement automated data pipeline processes to streamline reporting and data delivery.
• Develop subject matter expertise in customer demographic data, billing information, and various structured and unstructured data sources.
• Ensure thorough documentation of data sources, methodologies, and analytical processes.
• Prepare and present executive-level summary presentations for senior management.
• Create intuitive, user-friendly visual tools for end-users when appropriate.

• Collaborate with domain experts to build a comprehensive understanding of customer programs, services, and service delivery channels.

Qualifications

Minimum:

• Bachelor’s degree in Data Science, Computer Science, Statistics, or a related field
• At least 6 years of relevant professional experience
• Proficiency in SQL and working with databases
• Demonstrated ability to integrate, manage, and leverage data from multiple sources to support business objectives

Desired:

• Graduate degree in a job-related discipline or equivalent experience
• Familiarity with a range of machine learning techniques, including clustering, decision tree learning, and artificial neural networks, along with understanding their practical pros and cons
• At least one year of experience in customer analytics
• Experience using SAS Enterprise Guide, Power BI, Teradata, and Oracle
• Experience with campaign management solutions such as UNICA (preferred)
• Ability to synthesize complex information into clear insights and translate those insights into decisions and actions
• Ability to clearly communicate complex technical details and insights into colleagues and stakeholders