Sacramento, CA, US, 95817-1899
Minimum Pay Rate:$128,220.00
Maximum Pay Rate:$169,836.00
Apply by Date:06/15/2023
Posting Type:Open
The Customer Experience Strategy team within the Customer Experience Delivery work group is an invaluable internal asset that helps to ensure SMUD meets the needs of our customers today and into the future. We are a catalyst that supports how customers positively experience SMUD. The team has its finger on the pulse of market evolution and competitive intelligence and readily incorporates this knowledge into planning and operations. Key functions include collaborating across business lines, connecting information, processes, and end-to-end customer journeys, and designing strategies, processes, solutions, and plans. We empower employees to achieve SMUD’s goals through integrating customer perspectives and priorities in everything they do.
The position of Senior Strategic Business Planner is a critical position for the planning and implementation of customer segmentation, experience design, and program/service planning. The position reports to the Supervisor of Customer Experience Strategy. SMUD’s customer experience strategic planners provide the organization with insights, design, and guidance to ensure customer-centricity throughout the multitude of customer journeys and respective touch points. The role understands customers’ perception of their experiences with SMUD, predicts customer changing expectations, commissions research, identifies areas for improvement, ideates solutions, supports the change process through strategic and tactical planning, ideation, and team facilitation, and develops business metrics to ensure customer success. The successful candidate may also plan budgets for new programs and services and establish annual metrics for them for Customer Experience Delivery. Works with other planners, managers, and program managers across the organization to recommend necessary adjustments to programs and services, especially to enhance the customer experience.
This posting intends to fill one (1) regular full-time position. We will also establish an eligibility list from this hiring process which may be used to fill future regular full-time or limited term vacancies over the next two (2) years.
To lead in the performance of both short and long term strategic business planning balancing the experiences and needs of customers while also focusing on internal priorities, resources and objectives. Oversee long term strategies while also delivering value to the business through short term, actionable efforts. In doing so, clearly identifies SMUD current state, desired state, key steps required to reach the desired state, and the benefits to our customers and SMUD. Maintains a focus on customer experience excellence; ensures achievement of department results and goals that support SMUD strategic objectives
Bachelor’s degree from an accredited college or university in Business, Marketing, Engineering, or related field (or equivalent experience). If no degree, a minimum of eleven (11) years of relevant experience is required.
Seven (7+) plus years of progressively responsible relevant experience. Experience should include project management, business and/or budget planning and/or developing and monitoring business performance measures and metrics.
Customer experience concepts and experience working with others within SMUD to gather and summarize the potential market and/or impact of products, services, process improvements and/or construction projects as they relate to our customers; characteristics and operational needs of various organizational units; techniques and practices for problem research and resolution; principles and techniques of research and analysis; principles of performance measures development, application, planning and evaluation; principals of project management, cost accounting, work management and managerial reporting systems; interrelationships between SMUD operations and relevant external; principles and practices for contract management; principles and practices of budget preparation and administration; SMUD policies, procedures, applicable MOUs and other special agreements; principles and procedures of record keeping and filing; principles of business letter writing and basic report preparation; mathematical principles; office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases; English usage, spelling, grammar, and punctuation.
Manage multiple projects and planning processes of moderate complexity; analyze complex issues and develop/implement resolution alternatives; analyze procedures/systems and develop/implement operational improvements; analyze situations, documents and data for conformance to established policy and procedures; gather data from appropriate sources and identify relevant factors; interpret, clarify, understand and analyze verbal/written information and ideas; compile and prepare technical, statistical and/or analytical reports and presentations; independently prepare a variety of correspondence and memoranda; compile data, maintain records and files, and prepare administrative or technical reports; develop and implement new and revised policies and procedures to provide for the effective operation of the area of responsibility; develop, implement and maintain work procedures; plan, organize, prioritize and schedule projects; assist in budget preparation and administration; Achieve results through the efforts of other people; establish and maintain effective working relationships internally/externally; plan, organize, direct, and review the work of others; prepare performance plans and evaluations for employees; develop performance standards and accountability; operate office equipment including computers and supporting word processing, spreadsheet, and database applications; interpret and apply administrative and departmental policies and procedures; communicate effectively orally and in writing internally/externally; establish and maintain effective working relationships internally/externally.
Sacramento Municipal Utility District (SMUD) – Who We Are
As the nation’s sixth-largest community-owned electric service provider, we’re proud of our reputation as one of the best places to work in Sacramento. Our employees tell us in our engagement surveys they’re “Happy, satisfied and engaged” which helps create a workplace that best serves our customers.Sacramento was named as the 2nd happiest place to work in America by Forbes Magazine. Lake Tahoe, San Francisco and the world-renowned Napa Valley are within easy driving distance of our locations.
Our Commitment to Diversity & Inclusion
SMUD celebrates diversity, and inspires an inclusive culture based on trust and respect to create belonging and connection among our employees, customers, and communities. By working together, we are powering positive, equitable opportunities for all. We aspire to be a workplace where you can be yourself, achieve your best, and thrive together.
An example of our commitment to Diversity, Equity, Inclusion, and Belonging is when SMUD signed the California Equal Pay Pledge in 2020. This requires equal pay for employees who perform “substantially similar work,” when viewed as a composite of skill, effort, and responsibility at the time those employees started within that classification. As such, initial hiring salary range is not subject to negotiation and salaries will vary over time based on performance.
SMUD is proud to be an equal opportunity employer. We do not discriminate in employment decisions on the basis of race, color, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business needs and interests.
Why Sacramento, California?
The capitol of California, Sacramento is the state’s sixth-largest city, and the 35th largest in the U.S. Local universities include California State University, University of the Pacific’s McGeorge School of Law, and the University of California, Davis and several competitive community colleges. The UC Davis Medical Center, a world-renowned research hospital, is one of more than a dozen hospitals and shared services centers in the Sacramento region. Part of the agriculturally-rich Central Valley, Sacramento is at the forefront of the farm-to-fork food movement. Northern California is home to some of the country’s top technology companies, including Google and LinkedIn, and a multitude of startups in many industries. Sacramento is home to the NBA Kings, the River Cats (AAA baseball), the Republic FC (soccer) and the San Francisco Giants, NBA Warriors and NFL 49er’s aren’t far away. Sacramento offers an affluent liberal arts community with Broadway, Mondavi Center, Crocker Museum and summer musical theater to name a few.
Remote Work
This position may be eligible for SMUD’s remote work employee benefit, the schedule of which will be determined by the successful candidate and the Hiring Manager. SMUD takes pride in powering the Sacramento region community where we live and work. We value the strong working relationships we develop with our colleagues. Our approach to remote work will continue to evolve. Please be aware that should SMUD’s business needs change, emergencies occur, or various other reasons arise, you may be required to report onsite on a part-time or full-time basis.
SMUD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. SMUD complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
SMUD expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SMUD employees to perform their expected job duties is absolutely not tolerated.
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