Process Lead

Process Lead

The Process Lead for Voice of the Customer will be responsible for managing and optimizing strategies within the Customer Solution organization. Works closely with manager to foster collaboration across PSEG. Supervises a team of analysts to support scorecard reporting of compensable metrics and Customer Experience related initiatives across Enterprise.

Job Responsibilities

• Lead and execute management and reporting of compensable customer satisfaction surveys, including Transactional Satisfaction Survey (TSS) and J.D. Power Residential and Business Customer Satisfaction Surveys.
• Fosters and maintains relationships with external vendors and agencies.
• Functions as point of contact with key vendor contacts, ensuring studies are provided timely, and business expectations met.
• Manage standard reporting packages for executive leaders and managers across the business to report study findings and performances.
• Direct monthly reporting process to ensure accurate and timely completion of all reporting packages for surveys managed through Voice of the Customer.
• Develop, prepare, and present key findings for business teams on performance within each study, identifying areas of opportunity to impact and improve the customer experience.
• Create ad-hoc analysis as needed for individual businesses to report on key findings and opportunities.
• Work with multiple internal stakeholder teams, including Customer Relations, Customer Analytics, Gas Operations, Electric Delivery, Customer Care, Clean Energy Solutions, Projects and Construction, Customer Communications and Corporate Communications to identify and implement initiatives to improve the overall customer experiences among all customer segments.
• Process and reconcile all Voice of the Customer invoices, including managing vendor contract renewals and Purchase Order completion.
• Co-lead Customer Experience teams by providing guidance and insights to Cx team leads to help drive impactful initiatives to improve the customer experience through leveraging customer listening posts.
• Supports manager with establishing and maintaining relationships with internal clients / customers, determining client needs and creating a work plan to meet the client's expectations.

Job Specific Qualifications