<p>Requisition: 82250</p> <p>PSEG Company: Public Service Electric & Gas Co.</p> <p>Salary Range: $ 104,600 - $ 165,700</p> <p>Work Location Category: Hybrid Fixed</p> <p>PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories:</p> <p>Onsite are roles that have specific onsite requirements and are typically onsite daily.</p> <p>Hybrid fixed are roles that are a blend of onsite work/in-person interactions with some ability to work remotely and require employees to live within a commutable distance and be onsite fixed days each week.</p> <p>Hybrid flexible are roles that can be performed remotely but require some level of onsite work/in-person interactions on a regular basis, require employees to live within a commutable distance and, since business needs vary by position and may change over time, managers will set expectations and flexibility regarding where and when work is performed.</p> <p>Fully remote are roles that can be performed remotely, require employees to live in approved states and will have purpose-driven in-person interactions on occasion.</p> <p>PSEG offers a unique experience to our more than 12,000 employees - we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie, and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity, and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.</p> <p>Job Summary</p> <p>This position provides oversight in customer communications, customer education, marketing and campaigns. This includes coordination with operating departments and Corporate Communications. This position also leads the strategy and development of communication plans to address customer information needs and communication of company initiatives; and monitors customer satisfaction studies and data to align communications to address gaps.</p> <p>Job Responsibilities</p> <ul> <li>Lead and execute promotional and communications plans and tactics. Manage the development of segmentation strategies and customer list specifications; manage the development, production and execution of external communications, including email, direct mail, bill inserts, newsletters, radio, billboards, video, handouts, field distribution materials, digital and social ads, and website design/content. </li><li>Work with multiple internal stakeholder teams, including Voice of the Customer, Customer Relations, Customer Analytics and Corporate Communications to identify and implement communications initiatives to improve customer satisfaction among all customer segments. </li><li>Develop, implement and measure communications and marketing campaigns to achieve engagement and adoption goals for digital self-service tools, customer service options, and programs. </li><li>Develop, produce, summarize, and analyze media plans and performance, reporting on measures of customer and marketing campaign effectiveness. Provide recommendations to improve campaign effectiveness. </li><li>Write and edit content for both external and internal communications. Ensure customer friendly language, messaging and readability. Gather content from varied sources and ensure clear, direct, accurate and consistent communications. </li><li>Field ad hoc internal and external communications requests from throughout the utility. </li><li>Manage campaign budgets, monitor spend and ensure compliance with invoicing and vendor payments. </li><li>Support customer outreach and events. </li><li>Support communications technology and data initiatives, including the Data Lake, public website, My Account, customer communication Preference Center, and call center on-hold messaging. </li><li>Lead severe weather/storm customer communications via email, IVR, out-bound call scripting, website/Outage Map banners, etc. to ensure customers are kept informed and to foster positive customer perception. </li><li>Collaborate with multiple departments within the organization; establish strong working relationships, including but not limited to: Business Customer Solutions, Regional Public Affairs, Corporate Communications, Customer Relations, Clean Energy Solutions, Billing, Payment Assistance, Call Center, Voice of Customer, Emergency Operations, Rates, Legal, etc. </li><li>Manage strategy, develop content and execute delivery of monthly residential customer e-newsletter. </li><li>Monitor emergent issues and initiatives to ensure customer communications are aligned and customers are provided with appropriate information to educate them and foster positive customer perception. </li><li>Foster and maintain relationships with external vendors and agencies. </li></ul> <p>Job Specific Qualifications</p> <ul> <li>Bachelor's degree and a minimum of 7 years relevant professional experience. In lieu of a degree, a minimum of 10 years of relevant professional experience. </li><li>Demonstrated communication skills (verbal and written), interpersonal skills and leadership skills. </li><li>Proficient with Microsoft applications, Word, Excel and Power Point. </li><li>Demonstrated strategic thinking, analytical capability and customer focus to make sound judgments with limited information. </li><li>Demonstrated project management skills. </li><li>Operational experience with processes within a Customer Care or related process. </li><li>Demonstrated experience identifying customer needs and communicating accordingly. </li></ul> <p>Desired:</p> <ul> <li>MBA </li><li>Knowledge of utility customer-facing processes, such as Customer Inquiry, Media, and Website Services </li><li>Supervisory experience </li></ul> <p>Minimum Years of Experience</p> <p>7 years of experience</p> <p>Education</p> <p>Bachelors in Finance or Business</p> <p>Bachelor's in Accounting</p> <p>Disclaimer</p> <p>Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.</p> <p>PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.</p> <p>As an employee of PSEG, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.</p> <p>For all roles, PSEG's drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. For employees in federally regulated roles (including positions covered by USDOT, PHMSA, or NRC regulations), this also includes random testing. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and/or medically, it is prohibited for employees in federally regulated roles. Employees who are hired or transfer into a federally regulated role are subject to drug and alcohol testing, inclusive of marijuana. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for such a positive result.</p> <p>PSEG employees must apply for jobs internally through emPower which can be accessed through sharepoint.pseg.com by clicking on the emPower icon, then selecting careers. This site is strictly for candidates who are not currently PSEG employees, except for PSEG employees who do not have company email addresses.</p> <p>PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email accommodations@pseg.com.</p> <p>If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.</p> <p>ADDITIONAL EEO/AA INFORMATION (Click link below)</p> <p>Know your Rights: Workplace Discrimination is Illegal</p> <p>Pay Transparency Nondiscrimination Provision</p> <p>Nearest Major Market: Newark</p> <p>Nearest Secondary Market: New York City</p> <p>Job Segment: Recruiting, Sharepoint, Developer, Call Center, Environmental Engineering, Human Resources, Technology, Customer Service, Engineering</p>