Southern California Edison Senior Advisor, Customer Experience in Rosemead, California
Join the Clean Energy Revolution
Become a Senior Advisor, Customer Experience at Southern California Edison (SCE) and build a better tomorrow!
Who We Are: The Customer Experience Team is focused on building trust with our customers and ensuring that we create easy and understandable experiences for them. To be able to achieve this goal, we work with OUs across the company to operationalize customer feedback, drive short and long term improvements to the customer experience, and ensure that decisions and strategies are informed by the Voice of the Customer.
Who You Are : You are a driven, engaged, and curious business leader who wants to influence change. You are willing to challenge industry assumptions and advocate on behalf of the customer because you know that SCE’s future depends on building trust and partnerships with them. You firmly believe in the value of leveraging customer feedback to inform future decision making at SCE and excel at building compelling business cases and presentations that drive forward customer experience improvement opportunities.
As a Senior Advisor, Customer Experience , your work will help power our planet, reduce carbon emissions, and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?
A day in the life - Get ready to think big, work smart and shine bright!
Lead the expansion our Voice of Customer program so that we understand what matters most to our customers and can infuse the customer’s voice into SCE decision making and strategic planning across the organization
Drive cross-functional initiatives that eliminate pain points and create easy and understandable experiences for our customers
Advocate for our customers during business initiative planning to ensure a consistent and valuable experience
Advance the CX Maturity Roadmap to ensure we are prioritizing initiatives and changes that build trust with our customers and make doing business with us easier. Provide input and direction for overall CX vision and execution
Ten (10) years of experience in a business strategist or management consulting services role
Strong project management and organizational skills, with three (3) years of experience leading cross functional teams to achieve meaningful results
Hands on experience working in the utility industry or regulated industry
Ability think out of the box, challenge the norm, use creative ideas to solve problems
Ability to analyze data and turn it into insights, action, and compelling business cases.
Strong presentation and communication skills, with the ability to create and present complex materials in a consumable manner
Ability to tell a compelling story and effectively influence at all levels of the organization
You identify with the following characteristics that the CX Team strives to embrace: Bravery, Curiosity and Drive
Hands on experience with continuous improvement and customer journey mapping, advanced analytics, market research
PMP certification and/or certifications in Agile project management methodologies
MBA (or equivalent) with strong academic performance strongly preferred
Intermediate to advanced Excel and PowerPoint skill
You should know…
Visit our Candidate Resources page (https://www.edisoncareers.com/page/show/Candidate-Resources) to get meaningful information related to benefits, perks, resources, testing information, and hiring process, and more!
Relocation does not apply to this position.
About Southern California Edison
The people at SCE don't just keep the lights on. Our mission is so much bigger. We’re fueling the kind of innovation that’s changing an entire industry, and quite possibly the planet. Join us and create a future with cleaner energy, while providing our customers with the safety and reliability they demand. At SCE, you’ll have a chance to grow personally and professionally, making a real impact in Southern California and around the world.
At SCE, we celebrate our differences. We are 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.
We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodations at (833) 343-0727.
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