Southern California Edison Customer Satisfaction Advisor in Rosemead, California
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About Customer & Operational Services:
Southern California Edison’s (SCE’s) Customer Service Organizational Unit (CS) shares the responsibility to safely deliver reliable, affordable electricity to our customers. We support this effort by working to meet customer expectations. Customer Service is dedicated to operational excellence and innovative thinking through our workforce in our call center, field operations, billing and payment center, outage and demand-side management and other service offerings.
The Customer Satisfaction Advisor for the Customer Satisfaction Program Management Office (PMO) will work with the Senior Advisor to lead and support the planning function of customer satisfaction improvement initiatives to meet or exceed corporate goals e.g. J.D. Power, Voice of the Customer and operational measures, among others. This will:
Enable SCE to meet business objectives and CPUC mandated goals
Improve SCE customer satisfaction in the areas of communication, transactions or inquiries based on their preferences and service level expectations
Mobilize the enterprise to infuse customer-centric thinking as a functional and cultural requirement
The Advisor will accomplish this by effectively leading and managing a vareity of workstreams as part of the Customer Satisfaction PMO. The qualified candidate will have a proficiency in project management and have the ability to manage a governance process for the respective work stream to ensure customer satisfaction initiatives are identified, prioritized and executed; will communicate at all levels of management. Advisor is expected to drive the strategic direction for the function, while working with a matrix team to lead and achieve success. Candidate must have proven project management experience, while balancing the strategic aspect of understanding and leading a function that drives customer satisfaction.
As part of this highly visible role, Advisor will use analytical skills to generate data-driven insights, build business cases to prioritize opportunities and then partner with leaders across the company to gain buy-in on the recommendation and secure resources to execute plans. Environment is fast paced and the ability to juggle multiple priorities is critical for success. Moreover, given the strategic nature of this role, a qualified candidate must have strong quantitative and structured problem-solving skills and a deep ability to deal with ambiguity and change.
Leads and manages the appropriate governance for a specific customer transactional area to ensure integration and shared goals are met across the enterprise.
Works with stakeholders to provide guidance and leadership on specific customer satisfaction plan areas of focus
Works with Marketing and Corporate Communications to build customer awareness plans of SCE’s programs and services.
Collaborates with other work group leads to align customer satisfaction improvement initaitives and develop customer focused performance metrics, standards, policies, and procedures
Utilizes data to size improvement opportunities, while developing and executing a prioritization model that enables and facilitates initiative approval.
Bachelor Degree or higher in Business or Technical Discipline.
Seven or more years of experience in strategic planning, customer experience, business planning, or related discipline.
Five years of demonstrated project management office experience.
Experience in development and execution of customer satisfaction plans for the consumer and the business segments
Demonstrated experience in teambuilding - including building leadership at all levels to ensure a safe, engaged and high-performing workforce.
Experience driving accountability in matrix organizations
Experience influencing change in culture
Strong interpersonal skills with proven record of effective collaboration and cross-functional alignment
Experience in managing multiple tracks and delivering time bound, measurable complex strategic plans and roadmaps
Experience in relationship building and negotiation skills
Demonstrated communication skills
Ability to multi-task and manage competing priorities.
Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.
Relocation does not apply to this position.
Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of approximately 15 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.
SCE is a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.