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Customer Insights Strategist, Expert

San Francisco, CA, US, 94105

Requisition ID # 30005 

 

Job Category : Customer Support / Operations 

Job Level : Individual Contributor

Business Unit: Customer Care

Job Location : San Francisco

Department Overview

The Customer Experience & Insights (CXI) organization works with all parts of the company to instill customer understanding into key business, product, and marketing decisions. We employ a rich range of qualitative and quantitative customer research to better understand our customers, their perspectives and needs, and deliver insights about how to better communicate and engage them with the right products, programs and services. Recent projects have included research on the Public Safety Power Shut-off and Medical Baseline programs as well as the transition to Time of Use Rates, Electric Vehicle adoption and energy management programs such as energy efficiency and demand response.

 

In conducting our work, we develop a deep understanding of many different customer segments including low-income and disadvantaged residential customers, small and medium business owners, and large enterprise organizations. We then develop actionable insights and share recommendations to senior management, product and program management teams, sales and marketing teams, policy teams, as well as other organizations within PG&E.

 

Position Summary

The Expert Customer Insights Strategist is an experienced, high-level individual contributor. We are looking for a knowledgeable insights professional who gets excited about working collaboratively with business partners to identify critical needs and thrives on delivering compelling insights to inspire business impact. It is the perfect role for someone with intellectual curiosity and drive, strong customer research skills, and the ability to create customer stories and narratives that can become a springboard for decisions about communications, products and services. Given the current state of the company, this position will play an important part in helping to drive the direction of the energy company of the future that will impact millions of Californians.

 

Responsibilities

  • Manage large, complex customer insights research projects with broad company-wide impact and implications.
  • Work closely with business counterparts to understand their business needs, provide guidance on the best customer research approach and design, drive all aspects of primary research, and deliver insights that are clear, relevant, and actionable to inspire and influence strategy and decisions.
  • Extract insights from research and data analysis and package them to tell compelling customer stories that guide the company in making the best possible decisions.
  • Act as a thought leader, bringing customer strategy expertise to the development of strategy or resolution to complex issues. Establish yourself as a trusted, indispensable business partner for your key stakeholders.
  • Present findings and recommendations to Directors and Managers as well as external stakeholders to influence decision making.

 
Qualifications
Minimum:

  • Bachelor’s degree in marketing, business, communications, psychology or directly related discipline or equivalent work experience
  • 8 years of work experience in customer research and insights, marketing, and/or strategic planning

 
Desired:

  • Master’s degree in marketing, business, communications, psychology or directly related discipline or equivalent work experience
  • Must be a highly experienced customer researcher who has designed and managed all aspects of primary customer research.
  • Expertise with full range of qualitative and quantitative research methodologies, and knowing how to fit research methodologies with the problem to be solved
  • Proven track record of delivering compelling research insights that inspire action
  • Mastery in identifying business problems, defining customer needs, evaluating options, and deploying the best strategies to address the issues
  • Ability to see the big picture context and apply it to rigorous research design, analysis and synthesis, and communication of results
  • Intellectual curiosity and desire to understand not just the ‘what’ but also the ‘why’ in the insights
  • Proven ability to transform results and data into compelling, actionable implications that influence strategy and decisions
  • Expertise in presenting findings, making recommendations, and influencing stakeholders across all organizational levels
  • Excellent, persuasive writing skills and oral communication skills
  • Strong organizational skills, ability to effectively prioritize work, meet deadlines and work on multiple tasks independently
  • Demonstrated skill at developing and maintaining work relationships, and achieving cooperation from others to achieve a goal
  • Ability to lead large and complex projects involving multiple stakeholders from with differing priorities
  • Direct experience in moderating qualitative research is a plus
  • Experience with low income and disadvantaged communities is a plus
  • Familiarity with Regulatory situations and needs is a plus.

Hiring Leader Name: Susan Lee Merino

 

 

Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity Employer that 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, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.

Our Mission

To safely and reliably deliver affordable and clean energy to our customers and communities every single day, while building the energy network of tomorrow.

Our Vision

With a sustainable energy future as our North Star, we will meet the challenge of climage change while providing affordable energy for all customers.

Our Culture

We put safety first.
We are accountable. We act with integrity, transparency and humility.
We are here to serve our customers.
We embrace change, innovation and continuous improvement.
We value diversity and inclusion. We speak up, listen up and follow up.
We succeed through collaboration and partnership. We are one team.

Company
Pacific Gas and Electric Company (PG&E), a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric companies in the United States. Based in San Francisco, our 24,000 employees deliver safe, reliable, affordable and clean energy to nearly 16 million people throughout our Northern and Central California service area, stretching from Eureka to Bakersfield and from the Pacific Ocean to the Sierra Nevada.

More About Our Company

EEO
Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity employer that 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, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.


Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland