SDG&E is an innovative San Diego-based energy company that provides clean, safe and reliable energy to better the lives of the people it serves in San Diego and southern Orange counties. The company is committed to creating a sustainable future by providing its electricity from renewable sources; modernizing natural gas pipelines; accelerating the adoption of electric vehicles; supporting numerous non-profit partners; and, investing in innovative technologies to ensure the reliable operation of the region’s infrastructure for generations to come. SDG&E is a subsidiary of Sempra Energy (NYSE: SRE).

Our highly trained and responsive employees with their diverse skills, talents and ideas are the reason we can deliver on our commitment and are building America’s best energy company. They are also the reason why we have been recognized with the industry’s most coveted awards. Our employees undertake challenging work and receive highly competitive compensation and benefits. As one of the region’s largest employers, we’re always searching for talented and bright people to join our team. After all, it takes the best to build the best. Learn more about benefits HERE.

Diversity and inclusion are core values of SDG&E. Empowering our employees to be their whole selves at work is our competitive advantage. This is where new ideas come from and meaningful collaboration gets an authentic start. By bringing together people with different perspectives, diverse backgrounds and real commitment to their own individuality, we have built a stronger business. Learn more about our commitment to diversity and inclusion HERE.

For more information, visit SDGEnews.com or connect with SDG&E on Twitter (@SDGE), Instagram (@SDGE) and Facebook.

Primary Purpose

Leads, develops and implements strategies designed to improve the overall customer and stakeholder experience to enhance San Diego Gas & Electric’s reputation and engagement with external stakeholders.  Strategizes with business divisions, data analytics and technology leaders to identify opportunities to meet customer service needs.  Drives customer research and analytics to support and improve the overall customer experience. Develop and manage a customer council comprised of senior executives that reviews customer service strategies, initiatives, and performance measures.

Duties and Responsibilities

• Manages and leads cross-functional teams to develop and operationalize SDG&E’s customer service strategy.  Develops, tracks and publishes customer experience metrics, analyzes results, including comment tracking/customer survey results to better understand SDG&E’s current customer experience and drive improvements in SDG&E’s core business of providing excellent customer service.
• Develops and leads Customer Experience Review (CXR) process to review key customer experiences to identify and implement service improvement opportunities across SDG&E in order to enable SDG&E’s customer service vision, create visibility of key customer experiences across the organization, increase collaboration across departments and demonstrate value of service provided by SDG&E.
• Develops and implements customer experience initiatives using data and analytics that align with the customer service strategic plan and governance structure. Assesses change management needs and works directly with business leaders.  Manage internal change management strategies to ensure initiatives are adopted and embraced by employees, customers and other stakeholders. Collaborates with IT (DE4C) and business division leadership to assess customer risks and opportunities and deliver customer innovations using sprint processes. Supports the governance structure by which initiatives are prioritized, outcomes and value is realized for key customer initiatives.
• Manages customer council comprised of senior executives from across company.  Tracks progress on key initiatives and presents to company leadership on customer service performance.  Provides insights to business leaders on innovation and operational efficiency opportunities to optimize customer and stakeholder experience.  Ensures new and significant changes to the customer experience are communicated with leadership and customers prior to the changes taking place. Develops and manages relationships with key external stakeholders and policy makers as well as senior management.  Represents company on industry collaboratives and industry organizations.
• Performs other duties as assigned (no more than 5% of duties).

Required Qualifications

• Bachelor’s Degree – Business Management, Communications, Information Technology and/or equivalent experience.
• 8 years related experience in customer service, operations, or information technology.
• 1 year experience leading large organizations through complex change efforts and ability to influence and manage using matrixed resources.
• Ability to think strategically, to anticipate and consider needs, concerns and input from customers and stakeholders, and to develop and implement solutions to overcome complex obstacles.
• Outstanding organizational leadership skills with a track record of building strong teams, as well as leading/influencing through others and gaining cooperation and support.
• Able to take broad perspective and considers long-term implications when making business decisions and setting strategies. Considers “perceptions of the customer” when developing strategy and solutions.
• Able to act as a consultant to support stakeholder management and project management.
• Self-starter with the ability to quickly execute a program from vision to solutions, including governance, risk management, financial acumen, organizational change and quality of delivery.
• Analytical reasoning ability and openness to new ideas. Able to easily grasp complex issues and ideas.
• Familiarity with regulatory and compliance framework.
• Persuasive oral communications skills for dealing with a wide range of internal and external audiences. Able to present formal and informal presentations to Senior Management. Ability to communicate (written and verbal) complex technical concepts in business terms.
• Able to work under pressure and/or meet tight deadlines
• Must reside in Southern California or be willing to relocate upon hire.
• We offer a hybrid work environment. Although the schedule may vary, typically this will allow you to work from the office two to three days per week and work remotely on the remaining workdays.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

Note: SDG&E strives to ensure that employees are paid equitably and competitively. Starting salaries may vary based on factors such as relevant experience, qualifications, and education.

SDG&E offers a competitive total rewards package that goes beyond base salary. This position is eligible for an annual performance-based incentive (bonus) as well as other merit-based recognition. Company benefits include health and welfare (medical, dental, vision), employer contributions to retirement benefits, life insurance, paid time off, as well as other company offerings such as tuition reimbursement, paid parental leave, and employee assistance programs.