Requisition ID # 156604 

Job Category: Accounting / Finance 

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland

Department Overview

The Customer Experience & Insights (CXI) organization leverages qualitative and quantitative data to evaluate the effectiveness of customers’ touchpoints with PG&E. We do this through data analytics, journey mapping, qualitative and quantitative research, process improvement, and program management. We build empathy and advocate on behalf of customers and develop actionable insights to influence strategy and improve customer experience.

Position Summary

The Customer Transaction Score (CTS) is an exciting new key performance indicator that measures customer satisfaction with recent experiences through transactional surveying; and it will soon become a top Customer metric used to measure the company’s progress toward our True North Strategy goal to “rebuild trust with our customers and our local communities by delivering excellent customer experiences every day.” CTS will be an L1 KPI in 2024, with a high likelihood of becoming a STIP or LTIP measure as well.

We are looking for a Senior Data Scientist to join us and help create the Voice of Customer Center of Excellence within the Customer Experience & Insights organization. In this role, you will be partnering closely with the Voice of Customer team to design, develop, and execute scripts, programs, models, algorithms, and processes, using structured and unstructured data across transactional surveys (measured with Medallia) and other disparate sources; this work will produce actionable insights for customer strategy, policy development, process improvement, and product enhancement.

Successful candidates will be able to interact with technical and non-technical coworkers to resolve analysis and technical issues and are able to summarize and package findings for presentation to cross-functional teams and leadership.

You will play a key role in fundamentally changing how we deliver for our hometowns!

This position is hybrid, working from your remote office and Oakland, CA based on business needs.

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs. Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.

A reasonable salary range is:

Bay Area Minimum: $122,000.00
Bay Area Maximum: $194,000.00
 

Job Responsibilities

• Acts as peer reviewer of simple models.
• Develops and presents summary presentations to management.
• Serves as the technical lead for the development of simple models.
• Writes and documents python code for data science (feature engineering and machine learning modeling) independently.
• Co-develops mathematical models and AI simulations which represent complex business problems.
• Applies data science/ machine learning /artificial intelligence methods to develop defensible and reproducible predictive or optimization models.
• Extracts, transforms, and loads data from dissimilar sources from across PG&E for their machine learning feature engineering.

Qualifications

Minimum:

• Masters Degree in Data Science, Machine Learning, or job-related discipline or equivalent experience
• Job-related experience, 3 years

Desired:

• Experience with SQL, Tableau, Power BI, Excel, PowerPoint and statistical programming languages (Python, R, etc.)
• Knowledge of a variety of machine learning techniques (clustering, decision tree learning, artificial neural networks, etc.) and their real-world advantages/drawbacks)
• Graduate Degree in job-related discipline or equivalent experience
• Utility industry experience, 1-year
• Customer analytics, 1-year
• Experience with Teradata and Oracle
• Experience in natural Language Processing (NLP)
• Ability to synthesize complex information into clear insights and translate those insights into decisions and actions
• Ability to clearly communicate complex technical details and insights into colleagues and stakeholders