Southern California Edison Customer Insights Project Management, Advisor in Rosemead, California

Job Description

ENERGY FOR WHATS AHEAD

Are you looking to make a difference in your career? Were working on smarter grids, cleaner energy and tools to help people manage energy more efficiently.

About Customer & Operational Services

Southern California Edison’s (SCEs) Customer Service Organizational Unit (CS) shares the responsibility to safely deliver reliable, affordable electricity to our customers. We support this effort by working to meet customer expectations. Customer Service is dedicated to operational excellence and innovative thinking through our workforce in our call center, field operations, billing and payment center, outage and demand-side management and other service offerings.

Position Overview

The Customer Insights team at Southern California Edison is responsible for generating evidence based insights that inform mission critical short and long term business decisions. As a member of the team, you will be responsible for designing custom research projects using a variety of methodologies and data sources to measure and assess customer sentiment / engagement, service delivery satisfaction, benchmarking studies, and customer engagement attitudinal behavioral studies.

This is an exciting opportunity for a curious and energetic individual that wants to work within a rapidly changing sector in which customer needs and technology will continue to evolve.

Typical Responsibilities

  • Partner with internal SCE clients to understand their business objectives and research needs.

  • Lead high-profile research projects from scoping, design, and analysis, leveraging diverse data sources and methodologies. Examples include initiatives such as product innovation, consumer behavior and usage, benchmarking, etc.

  • Coordinate and manage 3rd party research vendors, providing detailed and direct oversight of deliverables and analysis.

  • Develop and manage project schedules and budgets.

  • Design research questionnaires and moderator guides.

  • Moderate focus groups and conduct in-depth interviews with subject matter experts.

  • Work with online survey programming and reporting tools like VisionCritical, Spark etc. and statistical packages like SPSS.

  • Present recommendations to senior management and work with other teams to communicate recommendations for the purpose of driving strategic initiatives.

Qualifications

Minimum Qualifications

  • Bachelor’s degree or higher.

  • Seven (7) or more years experience designing and conducting research in social sciences or market research.

  • Two (2) or more years of analytical experience.

  • Extensive expertise with qualitative and quantitative market research, using both primary and secondary techniques.

  • Experience analyzing large, complex, multi-dimensional data sets and interacting with relational databases (e.g. Teradata) using SQL, SAS, R and/or SPSS.

  • Advanced skills with Microsoft Word, Excel, PowerPoint, Visio, and Project.

Desired Qualifications

  • Bachelor’s degree or higher in Marketing, Business, Psychology, Sociology, or other Social Sciences involving research principles, customer and market research.

  • Experience consulting with internal stakeholders, including independently identifying client needs, defining research requirements and measures, developing action plans, scoping deliverables, and presenting results.

  • Knowledge of forecasting and tracking customer engagement trends.

  • Knowledge of analytics and behavioral metrics tools.

  • Experience managing and implementing projects, including identifying, maintaining, and/or adjusting the cost, scope, and resources, managing vendors, and overseeing the formal planning, tracking, and reporting of project performance, as well as experience managing cross-functional teams.

  • Strong ethics, influence and negotiation, leadership, interpersonal skills, communication, and the ability to effectively manage stress and engage in continuous learning.

  • Expertise and leadership ensuring best in class research applications and techniques are applied.

  • Knowledge of statistics (e.g., multivariate statistics, predictive modeling, controlled test design).

  • Experience developing, implementing and refining predictive models to acquire, manage and retain customer relationships. Utilizes various analytic tools (including primary/secondary research) to define and maintain customer segmentation schemes.

  • Preferred experience in the utilities industry.

Comments

  • Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.

  • Relocation does not apply to this position.

Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of approximately 15 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.

SCE is 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.