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PSEG Customer Operations Analyst in Melville, New York

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. With our reimagined workplace, we recognize the importance of flexibility in terms of when and where employees perform their jobs. And many of our jobs do not require you to live in the tristate area.

Consistent with our core commitment of safety, PSEG has made the decision to require all new hires to be fully COVID-19 vaccinated as a condition of hire. "Full vaccination" is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a sincerely held religious belief or a disability can request a reasonable accommodation.

Job Summary

Analyst required for support for PSEG Long Island’s Customer Satisfaction and Rate Modernization initiatives.

PSEG Long Island’s Utility 2.0 vision is to be a customer-centric, innovative, and forward-looking utility dedicated to a clean, reliable and resilient energy system. PSEG Long Island is committed to empower customers to take control of their energy usage by providing greater access to data and personalized information.

Under the Rate Modernization initiative, PSEG Long Island will develop and offer customers rate options that are simple to understand, easy to compare, and meet the utility’s current and future needs. Our AMI Smart Meter program enables the functionality required to modernize pricing plans and provide customers with a variety of options and tools to control electric usage and make cost-effective choices with increased convenience.

Job Responsibilities

Duties will include but not be limited to:

  • Support the implementation for multiphase cross-functional customer insights and rate modernization programs.

  • Think strategically about program design and customer engagement while also developing tactical customer centric business requirements, processes and communications.

  • Conduct and synthesize industry research, PSEG Long Island customer research (qualitative & quantitative) and internal operations knowledge into voice of the customer based design requirements and engagement plans.

  • Create and evolve customer journeys, process mapping, requirements traceability matrices, and project implementation plans

  • Analyze population and customer load shapes, cost impacts, key customer attributes and develop associated personas.

  • Communicate project requirements and engage other cross-functional technical teams and project stakeholders to achieve expected results.

  • Analyze data, develop key insights for participants vs. non-participants, and share with the project team.

  • Create segments and iteratively pull customer lists for targeted deployment of direct customer communications.

  • Support the development and implementation of customer engagement plans including an array of outbound customer communications and marketing. Communications will include the education, adoption, enrollment and optimization of experiences.

  • Support the development of educational content and tools for the website.

  • Model billing and incorporate into a new bill design for each new rate option.

  • Research and report on customer issues. Identify resolutions and improvement opportunities.

  • Coordinate and lead internal meetings, both in office and remote, including planning, project kick-off and status updates.

  • Develop and deliver training and change management communications for internal employees and impacted personnel.

  • Establish and implement deliverable timelines across multiple projects.

  • Coordinate, verify and submit budgeting and financial reporting for assigned projects.

  • Collect analyze and report on program progress, milestones and achievements. Work with vendors, such as the U2.0 Project Management Office and customer research.

  • Conduct other duties in support of the Customer Satisfaction team and/or U2.0 project.

Job Specific Qualifications

Knowledge and Experience Required:

  • Bachelor degree with a minimum of 2 years of experience in one of the following fields: project management, marketing, data analytics, math, statistics, engineering, financial management, and/or utility experience

  • Demonstrated data analytics skills, with the ability to provide consultative technical, analytical and functional support

  • Demonstrated proficiency with systems/tools. Proficiency in MS Suite: Excel, Word, PowerPoint.

  • Demonstrated reporting experience in one or more of these areas: budgeting, financial reporting, progress reporting, program impact results and/or metric reporting

  • Demonstrated strong presentation and communication skills, both verbal and written

Desired Skills, Competencies and Education:

  • Master’s in Business Administration or other advanced degree

  • Project Management Professional (PMP) and/or Lean Six Sigma certification

  • Experience with Tableau, Quicksight, or other dashboard development

  • Experience with R, SAS, SPSS or other data analytics programs

  • Experience in project management supporting multiple cross-functional teams

  • Experience with Behavioral Science and customer research tools and techniques

  • Experience working in an electric, gas, cable or telephone industries.

  • Familiarity with J.D. Power and other electric utility voice of the customer feedback

This is a multli-level growth series position. Internal candidates will move laterally at their current grade level and will not be eligible for a promotion, therefore, the internal candidate must apply for the posting at their current grade level. This applies to candidates moving within the same career path (e.g., analyst, supervisor, engineer), or to a different career path (e.g., analyst to engineer, supervisor to analyst). The selected candidate will have an opportunity to be promoted within the career path during an annual review.

Minimum Years of Experience

Data Needed

Education

Bachelor

None Noted

Certifications

None Noted

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.

Disclaimer

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.

Candidates must foster an inclusive work environment and respect all aspects of diversity. Successful candidates must demonstrate and value differences in others' strengths, perspectives, approaches, and personal choices.

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.

Certain positions at the Company may require you to have access to 10 CFR Part 810 controlled information. If the position does require access to this information, the Talent Acquisition representative will provide further details upon making an offer.

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 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.

Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.

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 sharepoint.pseg.com by clicking on the emPower icon, then selecting careers.

PEOPLE WITH DISABILITIES:

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

ADDITIONAL EEO/AA INFORMATION (Click link for)

EEO is the Law Poster (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf)

EEO is the Law Poster Supplements

Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf)

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.

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