PSEG Company: Public Service Electric & Gas Co.
Salary Range: $ 171,100 - $ 281,100
Work Location Category: Hybrid Flexible
PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories:
Onsite are roles that have specific onsite requirements and are typically onsite daily.
Hybrid fixed are roles that are a blend of onsite work/in-person interactions with some ability to work remotely and require employees to live within a commutable distance and be onsite fixed days each week.
Hybrid flexible are roles that can be performed remotely but require some level of onsite work/in-person interactions on a regular basis, require employees to live within a commutable distance and, since business needs vary by position and may change over time, managers will set expectations and flexibility regarding where and when work is performed.
Fully remote are roles that can be performed remotely, require employees to live in approved states and will have purpose-driven in-person interactions on occasion.
We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, well-being and behavioral health programs. We also offer a retirement program, 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year (including vacation, scheduled holidays, and floating holidays).
PSEG offers a unique experience to our more than 12,000 employees - we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie, and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity, and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.
Job Summary
This position will be responsible for building and executing a strategy / roadmap that enables a best-in-class, customer-centric experience, understanding, supporting, and anticipating the needs of the customers. Responsible for thought leadership, defining new opportunities, customer communications strategy, customer technology solutions, customer assessments / voice of the customer, customer engagement and execution of the mid and long-term customer experience evolution. This position will work cross-functionally within the Customer Operations, Clean Energy Solutions (CEF) and Appliance Service Business organizations and partner inter-departmentally across all utility lines of business and Service Company business partners. This team will collaborate vertically and horizontally to ensure PSEG delivers an elevated customer experience, consistent across all channels. On behalf of the customer, this position will identify areas of strategic and operational focus to enable business-critical partnerships and transformational change.
Job Responsibilities
- Own, develop and execute the short and long-term (multi-year) strategic plan for customer experience, maintaining a forward thinking view that aligns with and supports the utility's business plan. Partner with senior/executive leaders across the company to ensure alignment between the Customer Strategy and the Utility / Corporate Strategy, serving as a process and Continuous Improvement integrator across the utility. Deliver concise messaging, facilitate decision-making process and raise critical issues with leadership to ensure efficient workflow.
- Create a structured approach to understand and improve the customer experience, inclusive of value stream mapping, oversight and leadership for the Voice of the Customer and Customer Analytics Transformation teams. VOC has ownership of Customer Experience Training that is administered to the entire utility, tying back to customer insights, BPU/Executive Inquiries, JD Power Perception Survey results, etc. The Customer Analytics/Transformation team develops capabilities that allow for the development of customer personas/journeys that help PSE&G be the trusted energy advisor across all segments, and foster a customer centric culture at PSE&G.
- Lead, create and execute key strategic initiatives, enabling change management. Ensure the team meets / exceeds operational metrics, inclusive of key performance indicators that are on the Utility, Customer Operations, Customer Solutions and Clean Energy Solutions. Ensure KPIs are met across the organizations beyond scorecard metrics.
- Provide leadership and strategic direction for Customer Technology team, $25-30M of capital spend annually (CO $8M and CES $15-20M), and $204M O&M spend (CO $197M and $CES $7M) for Clean Energy and Customer Operations. Ensure alignment with all customer facing technology across the utility. Ensure initiatives/projects properly respond to customer insights gleaned from PSE&G's many customer listening posts, and also tie back to the Customer Care strategy. Ensure proper testing, approvals, and adherence to budget.
- Oversee customer communication strategy and campaigns, outreach and strategic partnerships with key community organizations. Collaborate with other PSEG organizations and initiatives, including Corporate Communications, Corporate Responsibility, Jobs Program and Clean Energy Solutions marketing. Oversee the development of customer service and perception campaigns. Provide strategic oversight and leadership for customer communications during storms and emergency events.
- Provide organizational leadership creating a workplace that is conducive to positive behaviors and supportive of diversity and inclusion. Develop, empower and mentor next level leaders to enable a workforce that allows PSE&G continuous improvement, growth and supports the needs of its customers. Lead a high-performing team of integrators who are committed to collaborating and partnering across business units to accomplish goals, driving positive outcomes with teams outside of the direct organization.
Job Specific Qualifications
Required
- Bachelor's degree with at least 15 years of relevant work experience
- Leadership experience
- Ability to work and collaborate cross-functionally to develop multiple strategic initiatives and transition them to the business
- Proven track record of engagement and influence with all levels of the organization, including senior VPs
- Ability to proactively communicate topics in a clear, succinct and relevant way
- Ability to understand the regulatory construct that drives strategic decisions
- Ability to collaborate with legal, regulatory, and regional/public affairs to influence and drive positive strategic regulatory outcomes
- Ability to collect, organize, visualize, and assimilate data, drawing conclusions and finding solutions
- Strong business acumen - including knowledge and understanding of the utility industry and customer experience drivers
- Significant experience in leading teams, both in direct reporting and cross-functionally; strong leadership skills
- Ability allocate decision-making authority and task responsibilities to appropriate team members
- Ability to lead within sphere of influence, motivate others, resolve roadblocks and escalate effectively
- Ability to work in matrixed environments
- Must have strong customer focus
- Demonstrated ability to be flexible and work in a high-energy, dynamic and sometimes unstructured environment
- Authority to escalate / drive decision inside Utility
- Ability to muster business resources necessary to ensure execution of strategy / initiatives
- Excellent teamwork, facilitation, relationship building, and negotiation skills
- Ability to present to all levels of management & executive leadership
Desired
- Project Management Professional Certification (PMP) and/or Lean Six Sigma (LSS) certification
- Understanding of, and experience with IT project management methodologies, quality assurance and IT processes
Minimum Years of Experience
15 years of experience
Education
Bachelors
Public Service Enterprise Group
80 Park Plaza P.O. Box 570
Newark
New Jersey United States
www.pseg.com
