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Expert Web Analytics

San Francisco, CA, US, 94105

Requisition ID # 24388 

Job Category : Information Technology 

Job Level : Individual Contributor

Business Unit: Customer Care

Job Location : San Francisco

Company

 

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 we deliver 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 know that 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 their quality 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 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.

 

Department Overview

The Digital Strategy team at PG&E oversees the day-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 pay their 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 47M visits and 31M 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, A/B testing and web analytics, and web product managers.  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 continuously tests solutions, rolling out winners that improve the customer experience. In addition to operations work, the team also manages and implements a strategic roadmap that reflects industry trends and new features and functionality.

 

Position Summary

The Expert Web Analyst 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 by the department. This includes Web Analytics (Adobe Analytics), Voice of the Customer (Opinionlab), A/B testing (Optimizely) and session playback (Clicktale). Initiatives also include cross-channel journey analytics vendors such 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 ensure essential marketing campaign data and attribution is recorded and then effectively utilized by internal stakeholders.

 

This position may offer flexibility in the work location thus supporting great work/life balance.

 

Job Responsibilities

  • Performs analysis on highly complex data models that have cross-functional impact and communicate data stories to executives and key stakeholders via presentations, written summaries, and data visualizations.
  • 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 CRM analytics teams to understand data needs and find innovative ways to help them.
  • Manages relationships 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.
  • Provide ad hoc analyses to gain insight into user experience and behavior and present actionable insights and recommendations that enable greater customer engagement.

 

What You Will Get

  • The opportunity to work on a highly trafficked and meaningful company website that is customer centric being both informational, but highly functional
  • The opportunity to contribute to a best in class digital organization that ships real products to real users, using e-commerce fundamentals
  • Work amongst a highly dedicated and intelligent group of peers equally enthusiastic about the contributions they make
  • Extreme management support for your development and your day to day success
  • Autonomy to make decisions amongst team
  • Best in class perks and benefits

 

Qualifications

                                                                                                                                 

Minimum:

  • Bachelor’s Degree in Mathematics, Business, MIS, Data Science or job-related discipline or equivalent experience
  • 7 years’ work experience

 

Desired:

  • Expert level knowledge and first-hand work experience with e-commerce Web Analytics (ex: conversion funnels, completion rates and campaign attribution)
  • Proficient with programming languages (SQL) and stats packages (e.g. Python)
  • Expert using data visualization tools like Tableau
  • Experience in Teradata
  • Experience in RFPs-Requests for Proposals, or related
  • Ability to apply project management theories, concepts, methods, best practices, and techniques as needed to perform at the job level
  • Competency in planning and prioritizing work to meet commitments
  • Ability to break down complex concepts into simple explanations
  • 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 shared objectives
  • Ability to handle conflicting priorities and meet deadlines in a fast-paced environment

 

 

 

 

 

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