Principal Customer Journey Program Manager

Requisition ID # 175716

Job Category: Project / Program Management

Job Level: Manager/Principal

Business Unit: Customer & Corporate Affairs

Work Type: Hybrid

Job Location: Oakland

Department Overview

PG&E’s Customer Insights & Experience Design organization helps the company understand customer needs and systematically improve the experiences we deliver. The team brings together customer research, transactional feedback, analytics, journey management, experience design and Lean problem solving to identify opportunities and translate customer insights into action.

Our Voice of Customer ecosystem includes transactional and relationship measurement, benchmarking, unstructured feedback, qualitative and quantitative research, operational measures and coworker insights. We are evolving these capabilities to provide a more complete view of the end to end customer experience and help PG&E deliver consistently excellent customer interactions and journeys.

Position Summary

We are looking for a Principal Customer Journey Program Manager to help embed Journey Management as an enterprise practice and work with Journey and Segment Owners to systematically improve customer experiences.

This role will serve as a Customer Experience practitioner, working directly with teams to understand customer needs, connect insights and data across an end to end journey, define what a “10 out of 10” experience looks like, and translate opportunities into action.

The successful candidate will bring together Journey Management, customer insights, analytics and Lean problem solving to help teams look beyond individual metrics or organizational boundaries and understand the broader customer experience. The role will partner with Journey and Segment Owners through new ways of working, identify systemic experience issues, facilitate cross functional problem solving, and help orchestrate improvements across the processes, products, channels and organizations that shape a customer's experience.

This position is hybrid, working from your remote office and the Oakland General Office at least once a week or more based on business need.

Job Responsibilities

Journey Management & Coaching

• Partner with Journey and Segment Owners to implement PG&E’s Journey Management practice and build the capabilities needed to manage experiences end to end
• Coach leaders and teams to understand customer needs, moments that matter, experience gaps and opportunities beyond individual performance metrics
• Help Journey Owners establish clear experience outcomes, improvement priorities and roadmaps
• Support Journey and Segment Owners through adoption of new Journey Management practices, tools and ways of working
• Help establish a continuous improvement mindset where journeys are actively managed rather than periodically assessed

Experience Design & Improvement

• Help teams define “10 out of 10” future state experiences grounded in customer needs, research and data
• Assess current experiences against the desired future state and identify the most important gaps to address
• Translate customer pain points and experience gaps into clear problem statements and improvement opportunities
• Facilitate journey design, problem solving and ideation sessions with cross functional teams
• Help teams move from customer insight to practical changes in processes, policies, communications, digital experiences and other capabilities that shape the customer journey

Lean Problem Solving

• Integrate Lean methods with customer journey management to create a systematic approach to customer experience improvement
• Lead structured problem solving to identify root causes of persistent customer pain points
• Connect customer feedback with operational processes and data to understand why experience issues are occurring
• Help teams distinguish immediate containment opportunities from longer term systemic improvements
• Develop reusable approaches that strengthen Lean customer problem solving across journeys

Customer & Journey Insights

• Synthesize transactional feedback, research, operational data and other customer signals to tell a complete story about the customer experience
• Identify patterns and friction that may span multiple interactions, channels or organizational boundaries
• Help Journey and Segment Owners look beyond a single score and understand the broader drivers of customer outcomes
• Partner with Research and Analytics teams to identify insights, hypotheses and opportunities requiring deeper analysis
• Translate complex findings into clear customer stories that influence decisions and priorities

Cross Functional Orchestration

• Bring together teams that own different parts of an end to end customer experience to solve shared customer problems
• Identify dependencies, handoffs and ownership gaps that prevent delivery of the intended customer experience
• Connect journey improvement opportunities to existing enterprise initiatives and capabilities where possible
• Elevate systemic barriers and cross journey issues requiring broader enterprise attention
• Facilitate alignment around customer outcomes while ensuring accountability remains with the appropriate business and functional owners

Qualifications

Minimum

• Bachelor’s degree or equivalent experience
• Minimum 10 years of relevant experience in customer experience, journey management, continuous improvement, strategy, product management, service design, customer insights or related disciplines
• Experience leading complex cross functional initiatives in a large organization
• Experience translating qualitative and quantitative customer insights into actionable business improvements
• Experience facilitating problem solving and decision making with leaders and cross functional teams

Desired

• Demonstrated expertise in Customer Journey Management, journey mapping or service design
• Experience applying Lean methodology and structured root cause problem solving
• Experience coaching business leaders or teams through new operating models, practices or ways of working
• Demonstrated ability to synthesize customer research, survey results, operational measures and analytics into actionable insights
• Experience defining future state experiences and translating them into improvement opportunities
• Strong facilitation and workshop design skills
• Strong data storytelling and executive communication skills
• Demonstrated ability to influence without direct authority and align stakeholders across organizational boundaries
• Experience in utilities, telecommunications, financial services, healthcare or another complex service environment with end to end customer journeys

Compensation

PG&E provides 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. Although we estimate the successful candidate hired into this role will be placed between the entry point and the middle of the range, the decision will be made on a case-by-case basis related to these factors.​ This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

A reasonable salary range is:​

• Bay Area Minimum: $144,000
• Bay Area Midpoint: $194,000
• Bay Area Maximum: $244,000