Project Manager, Customer Insights

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AboutCustomer & Operational Services:
Southern California Edison's (SCE's) Customer ServiceOrganizational Unit (CS) shares the responsibility to safely deliver reliable,affordable electricity to our customers. We support this effort by working tomeet customer expectations. Customer Service is dedicated to operationalexcellence and innovative thinking through our workforce in our call center,field operations, billing and payment center, outage and demand-side managementand other service offerings.
Position Overview:
The Customer Insights team at SouthernCalifornia Edison is responsible for generating evidence based insights thatinform mission critical short and long term business decisions. As a member ofthe team, you will be responsible for designing custom research projects usinga variety of methodologies and data sources to measure and assess customersentiment / engagement, service delivery satisfaction, benchmarking studies,and customer engagement attitudinal behavioral studies.
This is an exciting opportunity for a curiousand energetic individual that wants to work within a rapidly changing sector inwhich customer needs and technology will continue to evolve.
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 researchvendors, 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
Minimum Qualifications
Bachelor's degree or higher in Psychology,Sociology, Statistics, Economics, or other social sciences involving researchprinciples, customer and market research
Seven ormore years' experience designing and conductingresearch in social sciences or market research
Two ormore years of analytical experience
Desired Qualifications
Preferred experience in the utilitiesindustry
Demonstratedexperience consulting with internal stakeholders, including independentlyidentifying client needs, defining research requirements and measures, developingaction plans, scoping deliverables, and presenting results
Demonstratedknowledge of analytics and behavioral metrics tools
Demonstratedknowledge of forecasting and tracking customer engagement trends
Demonstratedexperience 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 projectperformance, as well as experience managing cross-functional teams
Mustdemonstrate strong ethics, influence and negotiation, leadership, interpersonalskills, communication, and the ability to effectively manage stress and engagein continuous learning
Experienceanalyzing large, complex, multi-dimensional data sets and interacting withrelational databases (e.g. Teradata) using SQL, SAS, R and/or SPSS
Advancedskills with Microsoft Word, Excel, PowerPoint, Visio, and Project
Expertise and leadership ensuring best in class research applications and techniques are applied
Technical experience ? Six Sigma, Customer mapping, and blueprinting processes
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.
Candidatesfor this position must be legally authorized to work directly as employees forany employer in the United States without visa sponsorship.
Relocationdoes not apply to this position.
Southern CaliforniaEdison, an Edison International (NYSE:EIX) company, serves a population ofapproximately 15 million via 5 million customer accounts in a50,000-square-mile service area within Central, Coastal and Southern California.Join the utility leader that is safely delivering reliable, affordableelectricity to our customers for over 125 years.
SCE is a proud Equal Opportunity Employer and will not discriminatebased on race, color, religion, sex, sexual orientation, gender identity,national origin, age, disability, protected veteran status or any otherprotected status.

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