Principal Product Designer

Requisition ID # 163668 

Job Category: Information Technology 

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland

Department Overview

The Digital Strategy team at PG&E sits in the Customer Care organization and oversees customer facing digital properties such as pge.com, the PG&E Report It mobile app, and PG&E’s online Outage Center. The team also oversees the notifications platforms that send text, email and phone calls to customers during regular operations and emergencies.  

The Digital Strategy team is comprised of five core functions:

• Digital Strategy sets the vision for customer facing digital properties, providing governance and oversight for company-wide customer facing initiatives. 
• Web Operations is comprised of the creative services team which handles a wide range of requests from copywriting and design projects, to content publishing and optimization.
• Digital Analytics collects and analyzes both quantitative and qualitative metrics for our online properties, providing real-time customer insights that inform everything we do. 
• Web Product Management oversees all transactional, self-service functions to help ensure that customers can get outage information, pay their bill, request a service appointment or manage their energy use.
• Compliance is responsible for ensuring that the company’s digital assets meet all applicable internal and external compliance standards including WCAG 2.1aa for accessibility and CCPA and CPRA for privacy. The team also governs TCPA policy for the company and is responsible for managing any CPUC regulations assigned to the team.

The team is friendly, collaborative, nimble and creative and embodies an unwavering focus on the customer and dedication to the team’s success. The team functions like a startup but within the context of a larger, mature organization. The team’s methodologies are firmly rooted in e-commerce best practices, with access to the same tools and approaches used at many of the top e-retailers in the US.

Position Summary

The Product Designer will be responsible for shaping the strategic vision and leading the design of intuitive and high-performance tools that allow customers to successfully complete key transactions on PG&E digital properties. This role combines strategic oversight with hands-on design, ensuring the experience is cohesive across platforms and leveraging technologies to deliver impactful solutions. A successful candidate will shape the design vision, solve complex challenges, and align on direction to bring clarity to cross-functional teams. Exceptional communication and facilitation skills are required to align diverse stakeholders and translate complex ideas into actionable designs. This role will engage in all stages of the design process, from user research and testing, to ideation, concept development, validation, wireframing, prototyping, and final designs. The ability to synthesize user research insights into impactful design solutions are essential. Strong product and technical knowledge will ensure business goals align with technological feasibility. You will play a key role in fundamentally changing how we deliver for our hometowns!

Job Responsibilities

• Develop and execute a holistic design vision for products, aligning with business goals and user needs
• Collaborate with team members, program managers and developers to define product features and iterate on designs based on user feedback and analytics
• Conduct user research and usability testing to gain comprehensive insights into user behaviors, pain points, and motivations 
• Interpret user research data and quantitative insights to inform design decisions
• Lead the design process from ideation to implementation, including creating wireframes, prototypes, visual designs, and user flows
• Advocate to stakeholders on inclusive and accessible design practices to ensure compliance with WCAG 2.1 AA
• Promote innovative thinking and user-centric-approach within the team

• An active coach and mentor dedicated to fostering growth and maximizing the team’s potential
• Ability to build a sense of trust and rapport that creates a comfortable & effective workplace
• Ability to build strong relationships and influence leadership and stakeholders

Qualifications

• Expert knowledge of Figma, Sketch and Adobe Creative Suite
• Experience with UserZoom, Medallia and Adobe Analytics
• Experience with Adobe Experience Manager and Salesforce products
• Experience with enterprise web design solutions in utility industry
• Strong understanding of the Web Content Accessibility Guidelines (WCAG) 2.1 AA
• Strong creative design and technical knowledge to ensure business goals align with technological feasibility
• Strong communication skills with ability to communicate complex messages and teach new concepts

Minimum:

• 7 years of related work experience.  Experience with design of mobile applications.
• Bachelor of Arts or Bachelor of Science in related field or equivalent work experience

Desired:

• 7+ or more years of experience working as a UX Design Manager in an Agile
• Bachelor of Arts or Bachelor of Science in Interaction Design, Graphic Design, Human Factors, Applied Psychology, Fine Arts, Web Design, Human-Computer Interaction etc. or equivalent work experience

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