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Southern California Edison Senior Manager Customer Experience Strategy in Rosemead, California

Job Description

Join the Clean Energy Revolution

Become a Senior Manager Customer Experience Strategy at Southern California Edison (SCE) and build a better tomorrow. In this job, you will report directly to the Director of Customer Experience (CX) and will be critical to driving the transformation needed to build customer trust and help our company achieve our strategic goals. Not only will this leader transform how the CX team does our work but will also collaborate closely with other OUs across the organization to influence the change that will help us deliver the experiences we want our customers to have. You should apply for this position if you have a passion for customer experience transformation, can develop and execute on a strategic vision, like to use creative ways to solve complex problems, and are skilled at influencing at all levels the organization.

As a Senior Manager , 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 brightly!

  • Transform - Create and execute on strategies that help us transition from a product-based organization to a customer focused and journey-based organization. Improve team processes and frameworks to help us work more efficiently and effectively, and ensure that all work streams and teams are aligned, coordinated, and looking holistically at the customer experience.

  • Define - Build and maintain a segmentation model that defines how we group and engage our customers. Document the current state key journeys our customers have with us throughout their lifecycle and define the critical moments of truth.

  • Design - Redesign journeys that will serve as our experience delivery north star. Design the digital and communication strategies that enable the delivery of the desired customer experience.

  • Build - Build plans to drive short term improvements and a roadmap that determines how we will deliver on the desired customer experience.

  • Collaborate - Collaborate with teams to gather customer insights and analytics needed to understand and segment our customers. Work with IT and other business partners to coordinate the technology tools and enhancements needed to enable the desired experiences.

  • Coach- Coach and develop a team of professionals to build and execute on the CX strategy, constantly looking for new and innovative ways to solve problems and drive change.

  • Perform other duties and responsibilities as assigned.

Qualifications

The essentials

  • Bachelor’s degree in business, marketing, or related field of study

  • Five years experience in concepts like segmentation, communication plans, journey mapping, digital strategy

  • Five years of leading and developing high performance teams utilizing management skills including negotiating, leadership, delegation, strategic and organizational planning

The preferred

  • MBA or advanced degree in Marketing, Design, or related field of study

  • Excellent storyteller who can communicate complex concepts

You should know …

  • Visit our Candidate Resource 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 may apply to this position.

  • This position requires testing and applicants who are identified to continue through the selection process will be invited to test via email. We invite you to visit our Candidate Resource page for further information and to access information guides. For information guides, please reference test 8201. Candidates who have previously passed this assessment, in some cases, may not need to retest again for this position.

About SCE

The people at SCE don't just keep the lights on. Our mission is so much bigger. We are fueling the kind of innovation that is 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 will 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. *LI-JS1

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