Sr Customer Operations Analyst

Requisition :

82340

PSEG Company :

PSEG Long Island Salary Range :

$ 79,400

• $ 125,600

Work Location Category :

Hybrid Flexible We're one of the country's largest energy companies, with a vision of powering a future where people use energy more efficiently and it's safer and delivered more reliably than ever. We're also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day. Here, you'll have the stability and exciting opportunities that come with being a Fortune 500 company — along with a supportive, friendly work environment where your contributions are valued. We know life isn't one-size-fits-all, and neither is work. That's why we offer flexible work options depending on the role. In support of this model, roles have been categorized into one of three work location categories: 1. Onsite

• roles where employees are expected to be onsite daily. 2. Hybrid fixed
• roles that are a mix of remote work and onsite work fixed days each week. 3. Hybrid flexible
• roles that are a mix of remote work and onsite work, but the onsite requirements have greater flexibility.

(i.e. 5-8 days a month vs. set days each week). As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits designed to support your total well-being: medical, dental, vision, paternal leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off. More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you're looking for a place where you can build a meaningful career and help power and support our communities, we'd love to welcome you to the team. PSEG is not offering visa sponsorship for this position. Job Summary PSEG Long Island's Customer Intelligence team is seeking analytically driven and exploratory market researcher to support the team's efforts to share the voice of our customers across the company. In this role, the analyst will be supporting the ongoing tracking studies with ad hoc research, work to uncover client needs, translate it to a study's design and deliver actionable, relatable insights to business leaders. Analyst will also play a role in forming the future direction of the voice of the customer research, including how data is collected, analyzed, and reported. The Customer Intelligence team works to capture the voice of the customer, offers an investigative resource to design and execute research, provide actionable results, and inform the priorities in improving our customer's experiences and building stronger customer loyalty. The team manages a broad portfolio of reports (including trends and performance), online community, and numerous qualitative and quantitative ad hoc research projects. Job Responsibilities Assisting in identifying relevant research and sharing actionable insights and recommendations to drive customer-centricity and customer experience improvements Developing and executing research to discover customer needs and expectations and then transforming the findings into recommendation Designing survey instruments, conducting data analysis, preparing reports, and delivering presentations of findings and recommendations Providing detailed data analysis of customer experiences, attitudes and preferences and explain them in everyday terms Tracking and reporting performance metrics Conducting market research studies to support customer segmentation strategies, and help in development of appropriate service and product strategies for different customer segments Establishing, defining, and maintaining a deep understanding of customer microsegments, and market intelligence, based on comprehensive internal and external customer insights Assisting in organizing and executing strategy and/or programs based off segment analytics Supporting propensity testing Providing expertise

• market insight into best-practices, peer utilities, and consumer trends Supporting initiatives that strive to improve customers' experiences, and participation in PSEG Long Island's programs Working cross functionally to pull together information from internal and external partners to develop, launch, and track the performance of key initiatives that will help improve Customer Experience resulting in higher JD Power scores.

Job Specific Qualifications Bachelor's degree with a minimum of 5 years of experience performing analysis Demonstrated strong problem-solving abilities Experienced with Behavioral Science, customer research tools and techniques Trained/educated to apply advanced quantitative and qualitative methods of customer research, including complex multivariate statistical techniques such as regression, conjoint, segmentation, propensity modeling and factor analysis Skilled in research and sample design, survey methods and instrument development, data collection, analysis and reporting of results Experienced with highly detail-oriented and investigative research Experienced with systems/tools. Proficiency in

MS Suite:

Excel, Word, PowerPoint; Pivot Tables highly skilled in Tableau and/or Power BI; experienced with SPSS, SAS and/or Python Must have excellent verbal and written communication skills Ability to manage multiple priorities in a dynamic environment Excited about working with a team of collaborative and passionate customer insights professionals to bring research to life Ability to work effectively both independently and as part of a collaborative team Some positions at PSEG require access to information covered by the Department of Energy's regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a "Generally Authorized" destination on the attached list and not also a citizen, national, permanent resident of any country not listed; OR (4) a "Protected Individual" under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)). As an employee of PSEG Long Island, you should be aware that during storm/outage restoration efforts, you may be required to perform functions different from normal operations and work extended hours beyond your regular work schedule. You may also be required to work on premise or in an alternate location as directed by the company. For all roles, PSEGLI's drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for a positive result. If you are a current PSEG employee and 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 will change and generally be consistent with other similarly situated new hires of that company. PSEGLI 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. PSEGLI 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 INFORMATION

(Click link below) Know your

Rights:

Workplace Discrimination is Illegal