Principal Manager of Customer Experience, Insights & Strategy

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Date: Jun 4, 2025

Location: Irwindale, CA, US, 91702

Company: Southern California Edison

Join the Clean Energy Revolution

 

Become a Principal Manager of Evaluation, Insights & Strategy at Southern California Edison (SCE) and build a better tomorrow. In this job, you’ll lead the development of customer-centric plans and execution across the company. You will determine the ideal customer experience by working cross-functionally to ensure we are meeting the needs of our customers today and tomorrow . As a Principal Manager of Evaluation, Insights & Strategy, 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

  • Oversees the definition of target market, segments, market share, and target penetration and develop strategy to engage addressable market
  • Directs marketing strategies and core messages for the brand's products while also planning, organizing and executing marketing communication to external stakeholders and the industry ecosystem
  • Shapes and oversees the marketing strategy and set the annual plan with KPIs, budget, and ROI assessment across all channels (digital and non-digital)
  • Directs alignment between organization commercial programs and strategies with the integrated marketing function
  • Develops and manages the strategic annual marketing plans that translate claims and features into benefits, while maximizing customer response rates and ROI
  • Develops and analyzes key performance indicators (KPIs) to measure all marketing campaign success and identify opportunities for improvement
  • Designs a corporate-level marketing media operational framework to enable multiple business units to meet unit-level goals while protecting the integrity of the corporate reputation
  • Conducts competitive analysis, market research, and collect insight to establish the voice-of customer, differentiated value proposition, and messaging - designed to successfully acquire and retain customers
  • Develops, articulates, and champions replicable marketing vision. Builds long-term growth strategies to drive program adoption, while enabling the continued growth of renewable generation
  • Establishes and manages the annual marketing and sales enablement budget that accurately accounts for spending and return on investment
  • 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

  • Seven or more years of experience managing an organizational unit or team
  • Experience leading product/brand management and/or customer experience initiatives and/or commercial/business development.

 

Preferred Qualifications

 

  • Experience working in a regulated industy or customer service industry
  • Experience leading Customer Experience organizations and or initiatives
  • Experience leading Project Management Offices (PMOs) 
  • Experience working in a matrix organization
  • Experience working with customer satisfaction software or practices (Medallia, Qualtrix, Net Promoter Score, or JD Power)

 

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. 
  • Relocation does not apply to this position.

 

About Southern California Edison

 

The people at SCE don't just keep the lights on. Our mission is so much bigger. We’re fueling the kind of innovation that’s changing an entire industry, and quite possibly the planet. Join us and create a future with cleaner energy, while providing our customers with the safety and reliability they demand. At SCE, you’ll have a chance to grow personally and professionally, making a real impact in Southern California and around the world.

 

Southern California Edison is a proud Equal Opportunity Employer, including disability and protected veteran status.

 

We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodations at (833) 343-0727.


Nearest Major Market: Los Angeles