Customer Transaction Strategic Analyst, Principal
Pacific Gas And Electric Company
Analyze CTS data and drive strategic improvements to enhance customer experience
20 days ago ago
$128,000 - $190,300
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Oakland, CA
Hybrid
Company Size
24,000 Employees
Service Specialisms
Energy Services
Renewable Energy
Grid Modernization
Utility Infrastructure
Power Generation
Electric Transmission
Electric Distribution
Gas Transmission
Sector Specialisms
Electric Utility
Natural Gas
Residential
Commercial
Infrastructure
Energy
Safety
Reliability
Role
What you would be doing
process management
data analysis
dashboard development
automation tools
lean prioritization
survey monitoring
- Serve as a strategic leader within the team.
- Lead CTS process management including reforecasting, audits, governance documentation, and STIP reporting.
- Facilitate ideation, problem-solving, and root cause analysis sessions.
- Monitor survey performance and manage issue reporting across channels.
- Ensure data accuracy and apply best practices in data collection, management, and visualization.
- Ensure effective containment or handoff of issues to appropriate owners.
- Partner with cross-functional teams to understand customer pain points and influence prioritization.
- Serve as liaison with Medallia to advocate for CTS needs and updates.
- Analyze Customer Transaction Score (CTS) data across channels to identify trends, root causes, and improvement opportunities.
- Apply Lean methodology to prioritize high-impact actions through Tactical Implementation Plans.
- Develop and maintain dashboards, reports, and modeling tools that simplify complex data and drive strategic decisions.
- Leverage Medallia and other tools to automate insights and unlock new capabilities.
What you bring
power bi
tableau
excel
lean
bachelor’s
8 years
- Ability to simplify complex findings for non-technical stakeholders.
- Experience creating dashboards and visualizations for decision-making.
- Experience applying Lean methodology and leading functional or business areas.
- Strong written and verbal communication across all levels—from field teams to senior leadership.
- Proficiency in Power BI, Tableau, Excel, and data modeling.
- Experience in market research or data analysis in utilities, telecom, financial services, or consumer products.
- Proven success in cross-functional collaboration and stakeholder influence.
- Bachelor’s degree or equivalent experience
- Demonstrated ability to guide senior leadership decisions using structured analysis.
- Strategic Thinking & Leadership
- Subject matter expertise in call centers, customer-facing websites, outage management, service planning, or field service
- Minimum 8 years of experience in business analysis, strategic planning, consumer insights, or product development.
- Strong foundation in statistics and data analysis.
- Knowledge of database design and data privacy compliance.
- Technical & Analytical Skills
- Project or program management experience.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
People also searched
Data Analyst Jobs in Oakland United StatesBusiness Analyst Jobs in Oakland United StatesBI Analyst Jobs in Oakland United StatesData Analytics Jobs in Oakland United StatesAnalytics Manager Jobs in Oakland United StatesChange Manager Jobs in Oakland United StatesOperations Analyst Jobs in Oakland United StatesOperations Manager Jobs in Oakland United States
Company
Overview
1905
Year Founded
The company was established in 1905, marking its long-standing presence in the energy sector.
16M
People Served
The company provides energy services to over 16 million individuals across Northern and Central California.
- Focus on delivering safe, reliable, and affordable electricity and natural gas to a diverse customer base.
- Operations span from energy generation, transmission, and distribution to customer service and renewable energy solutions.
- Heavily involved in the development of green energy sources, including solar and wind power.
- Maintains a key role in maintaining the region’s energy grid and supporting sustainable growth.
- Pioneered energy efficiency programs to help reduce consumption and minimize costs for customers.
- Recognized for innovation in grid modernization and integration of clean energy into California’s power mix.
- Faced challenges, including natural disasters like wildfires, which have shaped its operations and future strategies.
- Remains a cornerstone of California's energy sector, continuously working to improve and modernize the grid.
- Safety is prioritized above all.
- Accountability is expected of everyone.
- Integrity, transparency, and humility guide actions.
- Customer service is a primary focus.
- Change, innovation, and continuous improvement are embraced.
- Diversity and inclusion are valued.
- Communication involves speaking up, listening, and following through.
- Success is achieved through collaboration and partnership.
- Teamwork and unity are emphasized.
100% GHG-Free
Electricity Supply
Delivering entirely greenhouse gas-free electricity in 2023.
3M EVs
Electric Vehicle Fueling
Aim to fuel 3 million electric vehicles annually by 2030.
58M CO2
CO2 Reduction Target
Expected reduction in CO2 emissions from electric vehicle use by 2030.
2,100 MW
Battery Storage
Total battery storage deployed as of April 2024.
- Targeting net zero greenhouse gas emissions by 2040.
- Aiming for a 70% renewable energy power mix by 2030.
- Planning to blend 15% renewable natural gas in pipelines by 2030.
- Targeting 48 million metric tons of lifecycle emissions reductions via efficiency and electrification by 2030.
- Committed to becoming climate-positive by 2050.
18-year streak
Corporate Equality Index
Consistently achieved a perfect score on the Human Rights Campaign's Corporate Equality Index for 18 consecutive years.
Nine-year 100%
Disability Equality Index
Maintained a perfect score on the Disability Equality Index for nine consecutive years.
26% women
Workforce composition
Approximately 26% of the workforce are women among ~28,000 employees.
50% minorities
Diverse workforce
Over half of the workforce identifies as a minority.
- Middle management: 34% women; senior management: 42% women; executive officers: 50% women.
- Employee resource groups: 11 groups supporting diverse communities including Women, LGBTQ+, veterans, disabilities.
- Annual DEI awards and partnerships with Society of Women Engineers, National Society of Black Engineers, Out & Equal.
Kablio AIIf you're someone who helps build and power the world (or dreams to), Kablio AI is your pocket-sized recruiter that gets you hired.
Copyright © 2025 Kablio