Senior Analyst Customer Research

Requisition : 82581

PSEG Company : Public Service Electric & Gas Co.

Salary Range : $ 91,100- $ 144,200

Work Location Category : Hybrid Fixed

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 is on the Voice of the Customer, (VoC) team within PSE&G’s Customer Solutions & Support organization. Analyst is responsible for business systems related fields and how they align with the user needs. Analyst will work closely with the Customer Experience (CX) Journey Mapping Specialist to ensure customer satisfaction goals are met.

Job Responsibilities

• Work with business partners to find and deliver opportunities to create a better customer experience that will drive desired business outcomes and customer satisfaction.
• Facilitate and run session planning activities to achieve goals of the journey mapping workshop and creating an appropriate output.
• Document journeys from an end-to-end perspective and play a key role in identifying, developing, and supporting the rollout of improved business processes.
• Identify existing quantitative and qualitative research to review, share and leverage knowledge of current state experience from the customer’s perspective.
• Identify gaps in understanding and define new research needed to augment understanding of current customer experience and needs.
• Create visual representations of the current-state/future-state cross channel, end-to-end customer experience, highlighting opportunities for improvement.
• Leads or is a member on projects or teams and works directly with stakeholders in implementing improvements.

Job Specific Qualifications

Required:

• Bachelor’s degree plus 5 years of job-related analytical experience.
• In lieu of a degree, a high school diploma with 8 years of job-related analytical experience.
• Experienced at interpreting and analyzing qualitative and quantitative data.
• Experience working independently and utilizing a broad knowledge of business analysis.
• Experience working and communicating with cross functional teams i.e. peers, vendors, staff members, broader functional, business leadership, or others.
• Consistently demonstrated professional, positive, and approachable demeanor
• Strong organizational, interpersonal, and analytical skills with attention to detail and accuracy
• Excellent written communication skills and experience with summary data reporting and process documentation
• Demonstrated leadership skills
• Proficiency with Microsoft Office

Desired:

• Bachelor’s degree in User Experience Design, Data Analytics or Psychology
• Possess knowledge of customer journey mapping and experience with journey maps
• Ability to moderate and facilitate discussions
• Digital experience design or evaluation
• Strong verbal communicator
• Knowledge of SurveyMonkey and mTab
• Experienced using SAP, Power BI, and Tableau
• Familiarity with Voice of the Customer

Minimum Years of Experience

5 years of experience

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

If you are a current PSEG employee and if you are offered an opportunity with PSEG Long Island, you will be treated as a new hire. Please note that as a new hire to the Long Island subsidiary, your benefits will change and generally will be consistent with other similarly situated PSEG Long Island new hires. Similarly, for PSEG Long Island employees who accept job opportunities with PSEG or any of its subsidiaries (other than PSEG Long Island), their benefits would change and generally be consistent with other similarly situated new hires of that company.

As an employee of PSE&G or PSEG LI, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.

For all roles, PSEG’s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. For employees in federally regulated roles (including positions covered by USDOT, PHMSA, or NRC regulations), this also includes random testing. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and/or medically, it is prohibited for employees in federally regulated roles. Employees who are hired or transfer into a federally regulated role are subject to drug and alcohol testing, inclusive of marijuana. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for such a positive result.

PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.

PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email [email protected].

If you need to request a reasonable accommodation to perform the essential functions of the job, email [email protected] . Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.

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