Consultor Sénior, Excelência em Desempenho de Atendimento ao Cliente

Become a Senior Advisor, Customer Service Performance Excellence at Southern California Edison (SCE) and build a better tomorrow. In this role, you will serve as a technical leader for Customer Service performance management, leveraging advanced analytics, forecasting, Power BI, SQL, and business intelligence capabilities to drive data-informed decision making across the organization.

As a trusted advisor, you will manage performance frameworks, KPI structures, scorecards, and create forecasts to help leaders understand performance drivers, anticipate future results, and focus improvement efforts where they matter most. Through driver analysis, root-cause analysis, and performance modeling, you will translate complex data into actionable insights that improve operational performance, customer outcomes, and business results to help us achieve top quartile performance.

This role offers a unique opportunity to shape the future of Customer Service performance management by connecting data, analytics, and strategy to drive accountability, informed decisions, and continuous improvement.

Incident Management Team Expected Participation: Employees are expected to support emergency response and/or business continuity efforts, including readiness to serve on an Incident Management Team (IMT) when needed. Employees will participate in an on-call rotation (approximately every four to six weeks), to support IMT activations during emergency events. IMT assignments may differ from an individual's regular responsibilities.

As a Senior Advisor, Customer Service Performance Excellence, your work will help power our planet, reduce carbon emissions and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?

Responsibilities

• Ensures the forecasts incorporate new distributed energy resource (including energy efficiency, demand response) forecasts, and policies.
• Drives key studies to determine the financial and operational impact of changes in company assets, programming, rules and regulations, or the business environment.
• Delivers applied economic and market analysis to assess market/program performance, the impact of proposed revisions to market rules, cost effectiveness, market adoption trends, and customer participation.
• Participates in the design of the framework to identify and quantify consumer detriment in relation to pricing.
• Uses benchmarking model to identify examples of disproportionate pricing and how we can address them. Suggests appropriate options for preventing or resolving potential market design problems, inefficiencies, gaming, market manipulation or non-compliance with market rules.
• Collaborates with internal stakeholders regarding forecast methodology and analysis and ensures our deliverables meet their needs.
• Assesses the viability of new financial opportunities and the attractiveness to investors; conducts economic analyses of alternative approaches to energy and/or environmental policies.
• Sets up and executes in-house software and prediction tools to translate the long-term resource needs into energy production, savings, and/or other business metrics for a wide variety of equipment configurations.
• Collaborates with forecasters to understand how load, incentive structures, programming, and/or price forecasts can be improved to meet new challenges.
• A material job duty of all positions within the Company is ensuring the protection of all its physical, financial and cybersecurity assets, and properly accessing and managing private customer data, proprietary information, confidential medical records, and other types of highly sensitive information and data with the highest standards of conduct and integrity.

Minimum Qualifications

• Ten or more years of experience performing modeling, forecasting or economic analysis and reporting.

Preferred Qualifications

• Bachelor's degree or higher in Business, Analytics, Operations, Economics, or related field
• Experience designing performance management frameworks, KPI structures, scorecards, dashboards, and performance measures that drive business decisions and accountability
• Experience developing forecasts, business performance models, and scenario analyses to support operational and strategic decision-making
• Experience conducting benchmarking, driver analysis, and root-cause analysis to identify performance improvement opportunities and quantify business impact
• Strong analytical, problem-solving, and communication skills
• Experience partnering with cross-functional teams and senior leadership
• Proficiency in Excel, Power BI, SQL, SAS, or similar tools
• Utility or regulated industry experience

Additional Information

• This position's work mode is hybrid. The employee will report to an SCE facility for a set number of days with the option to work remotely on the remaining days. Unless otherwise noted, employees are required to work and reside in the state of California. Further details of this work mode will be discussed at the interview stage. The work mode can be changed based on business needs.
• Visit our Candidate Resource page to get meaningful information related to benefits, perks, resources, testing information, hiring process, and more!
• Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.