PSEG Business Support Specialist/Process Analyst - Customer Operations in Newark, New Jersey
Requisition ID: 39084
Job Function/Category: Operations
Employment Type: Exempt Full Time
This is an exciting time to be joining PSEG. Our commitments, which include safety, integrity, customer focus, and diversity & inclusion, are the fabric of our culture and help drive the success of our business. We are fortunate to have an outstanding workforce of diverse and highly skilled talent who move us forward in our operational excellence journey. PSEG has more than 12,000 employees who are dedicated to the communities we serve and embody our vision: People providing Safe, Reliable, Economic and Greener Energy.
At the Business Support Specialist Level:
·Create and maintain tracking and analytics for customer experience metrics such as JD Power customer satisfaction studies; Moment of Truth transaction studies; escalated inquiries to the Board of Public Utilities, executives, Better Business Bureau, legal and media channels; and other market research studies.
·Use data to generate insights into customer behavior to support the customer experience strategy and improvement plan.
·Provide timely customer information and insights to management for decision making and to enhance company brand equity, experience, preference and profitability.
·Work with various customer experience teams across PSEG to identify pain points and process improvements using tools such as customer journey mapping.
·Identify high performing companies and best practices in key customer experience areas and participate in visits and discussions with best practice companies in order to make recommendations on how to implement at PSE&G.
·Gather and analyze voice of employee feedback around current and emerging customer issues and integrate with other customer data to make recommendations for improvements.
·Monitor social media around customer related discussions to identify immediate issues for resolution and help explain customer experience results.
· Play a key role in identifying, developing and supporting the rollout of new business opportunities.
·Work with the company’s business areas to assess needs for customer information; participate in projects to achieve specific goals, identify process improvements and improve the customer experience.
Required – at the Business Support Specialist level:
·BS degree in Business, Engineering, related field, or equivalent experience
·Minimum 3 years related experience
·Strong skills in all Microsoft Office applications as well as SharePoint
·Excellent analytical, organization and communication skills.
·Ability to convert data into meaningful business insights
·Ability to build and maintain effective partnerships within and across organizations.
· Broad based business experience and knowledge of PSE&G operations. with knowledge of cross-functional business processes
·Familiarity with existing customer experience metrics including JD Power, Moment Of Truth (MOT), BPU and executive inquiries.
·Valid driver’s license.
·Must foster an inclusive work environment and respects all aspects of diversity. Must demonstrate and value differences in others' strengths, perspectives, approaches, and personal choices.
At the Process Analyst Level:
All of the above as well as:
Play a leadership role in the development and implementation of recommendations and best practices to improve the customer experience.
·Lead the customer journey mapping effort across the utility.
·Develop and lead the process to identify and implement best practices from high performing companies.
·Develop and lead the process to gather voice of employee feedback around customers.
·Prepare and deliver reports and presentation to leadership.
Required at Process Analyst level
·5+ years relevant work experience
·Strong strategic thinking, interpersonal, and leadership skills
·Able to prioritize multiple assignments and keep many responsibilities moving forward simultaneously
·MBA or other advanced management courses.
·Knowledge of customer journey mapping and customer experience strategy
·Project management experience
·Experience facilitating process improvement or other teams
·Working knowledge of Tableau, SPSS, mTab, iSight, SAP
As an employee of PSE&G or PSEG Long Island, 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.
This site ( http://www.pseg.com ) is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through empower which can be accessed through the mypseg homepage by clicking on the employee center tab, then under the empower header, choose careers.
Business needs may cause PSEG to cancel or delay filling position at any time during the selection process
Public Service Enterprise Group (PSEG) is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legal protected characteristic. Legally protected characteristics included, 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.
Need to request an accommodation?
If you have a disability and need assistance submitting your resume, applying for a position or registering for a test, please call 973-430-3845. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved hiring decision
Diversity at PSEG: Equal Opportunity Employer
PSEG is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. PSEG's policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.
Need to request an accommodation?
If you have a disability and need assistance submitting your resume, applying for a position or registering for a test, please call 973-430-3845. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.
PSEG is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.