Job Description

Requisition ID # 170943

Job Category: Accounting / Finance

Job Level: Individual Contributor

Business Unit: Customer & Corporate Affairs

Work Type: Hybrid

Job Location: Oakland

Department Overview

The CX Strategy organization leverages qualitative and quantitative data to evaluate the effectiveness of customers’ touchpoints with PG&E. We do this through data analytics, journey mapping, qualitative and quantitative research, process improvement, and program management. We build empathy and advocate on behalf of customers and develop actionable insights to influence strategy and improve customer experience.

The Senior Data Scientist plays a pivotal role in advancing analytics that directly support Call Hours, Customer Technical Support (CTS), Escalations, and Overall Satisfaction (OSAT) deep dive initiatives. By leveraging a wide array of structured and unstructured data sources—including survey responses and operational datasets, the Senior Data Scientist delivers actionable insights that inform customer strategy, guide policy development, optimize processes, and enhance products.

Successful candidates will be able to interact with technical and non-technical coworkers to resolve analysis and technical issues and are able to summarize and package findings for presentation to cross-functional teams and leadership.

You will play a key role in fundamentally changing how we deliver for our hometowns!

This position is hybrid, working from your remote office and your assigned work location based on business needs or company requirements.

PG&E is providing the full salary/pay range for this position. The actual amount paid to an individual will be based on multiple factors, including, but not limited to, internal equity, specific skills, education, licenses or certifications, experience, market value, and geographic location. The range to reasonably expect will be around the minimum and the midpoint <$Min - $Mid of the range>. The final decision will be made on a case-by-case basis related to the factors above. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

Bay Area Min: $ 126,000

Bay Area Mid: $ 163,000

Bay Area Max: $ 200,000

Job Responsibilities

• Understand and apply statistical and analytical modeling methods such as classification, regression, clustering, anomaly detection, neural networks, etc. to identify opportunities for improving transactional experiences
• Explore and integrate large and diverse datasets for actionable insights
• Apply Gen AI models to solve real business problems and discover insights with large unstructured datasets
• Implement and test algorithms and techniques relevant to achieve project objectives
• Use predictive modeling to increase and optimize customer experiences, targeted marketing and other business outcomes
• Develop and maintain production machine learning pipeline
• Automate data, machine learning, and Gen AI pipelines
• Analyze data for trends and patterns and interpret data with clear objectives in mind
• Understand and anticipate the needs of product/program, and channel team to create data models and insights that lead to improved customer experiences
• Develop expertise with customer demographic data, billing data, and other structured/unstructured data
• Appropriately document data sources, methodology, and model evaluation metrics
• Develop and present summary presentations for senior management
• Create streamlined visual tools for end-users whenever applicable
• Work with domain experts. Develop a working knowledge of various customer programs and services and channels of service delivery

Qualifications

Minimum:

• Bachelor’s degree in computer science, data science, statistics or job-related discipline or equivalent experience
• Job-related experience, 5 years, OR Masters Degree and job-related experience, 3 years, OR Doctorate Degree
• Experience with Python, SQL, Power BI
• Knowledge of a variety of machine learning techniques (clustering, decision tree learning, artificial neural networks, etc.) and their real-world advantages/drawbacks)

Desired

• Graduate Degree in job-related discipline or equivalent experience
• Utility industry experience, 1-year
• Customer analytics, 1-year
• Experience with Teradata and Oracle
• Experience in applying Gen AI to solve business challenges
• Experience with Automate of machine learning, and Gen AI pipelines
• Ability to synthesize complex information into clear insights and translate those insights into decisions and actions
• Ability to clearly communicate complex technical details and insights into colleagues and stakeholders