SDG&E is an innovative San Diego-based energy company that provides clean, safe and reliable energy to better the lives of the people it serves in San Diego and southern Orange counties. The company is committed to creating a sustainable future by providing its electricity from renewable sources; modernizing natural gas pipelines; accelerating the adoption of electric vehicles; supporting numerous non-profit partners; and, investing in innovative technologies to ensure the reliable operation of the region’s infrastructure for generations to come. SDG&E is a subsidiary of Sempra Energy (NYSE: SRE).
Our highly trained and responsive employees with their diverse skills, talents and ideas are the reason we can deliver on our commitment and are building America’s best energy company. They are also the reason why we have been recognized with the industry’s most coveted awards. Our employees undertake challenging work and receive highly competitive compensation and benefits. As one of the region’s largest employers, we’re always searching for talented and bright people to join our team. After all, it takes the best to build the best. Learn more about benefits HERE.
Diversity and inclusion are core values of SDG&E. Empowering our employees to be their whole selves at work is our competitive advantage. This is where new ideas come from and meaningful collaboration gets an authentic start. By bringing together people with different perspectives, diverse backgrounds and real commitment to their own individuality, we have built a stronger business. Learn more about our commitment to diversity and inclusion HERE.
For more information, visit SDGEnews.com or connect with SDG&E on Twitter (@SDGE), Instagram (@SDGE) and Facebook.
Primary Purpose:
The Continuous Improvement Data Analyst - Customer Care will help the Continuous Improvement & Analytics team answer key strategic questions for Customer Care operations through analysis of datasets as well as visualizing data to effectively communicate information and insights. The analyst will help deploy statistical models that will predict and forecast key metrics to improve overall customer experience within Customer Care.
Duties and Responsibilities:
Analyze Business Drivers and Continuous Improvement: Develop and maintain reporting and analytics capabilities to support monitoring, management, and optimization of business processes. Leverage these analytics to identify opportunities for transformational improvement in the business processes.
Statistical Modeling and Analysis: Build custom quantitative models by applying advanced statistical methods. Perform validation and testing of models to ensure adequacy and determine need for reformulation. Interpret results of quantitative models, identify trends and issues, and develop alternatives to support business objectives. Present and communicate complex analytical findings to be clear, concise and decision oriented.
Data Mining: Identify, evaluate, cleanse, organize and assess value of disparate data sources. Identify data sources available and collect primary data whenever necessary.
Collaboration: Partner with teams to develop new analyses, collaborate and influence key stakeholders / leadership through fact-based analyses, drive change and develop solutions. Partner across operational teams.
Operationalize: Responsible for operationalizing analytical models to transform existing business processes. Define and evaluate key metrics or KPI’s, to guide and measure the success of the analytical models against accurate baseline data. Collaborate with key business stakeholders to prioritize business needs and achieve expected ROI.
Performs other duties as assigned (no more than 5% of duties).
Required Qualifications:
Bachelor's Degree Data Science, Machine Learning, Computer Science, Mathematics, Statistics, Engineering, or related field.
5 years Statistical modeling with a focus on operational efficiencies and workload forecasting.
2 years Experience with a scripting language (e.g., Python or R) and with an object-oriented language (e.g., C++, Java, C#).
Proficient communication skills and ability to speak at a level appropriate for the audience. Collaborate effectively with fellow analysts, software developers, product managers, and deliver business value in a close partnership with many stakeholders from Operations, IT, customer services, and business leadership.
Ability to process, analyze, forecast, and model contact center data.
Proficiency in querying and reporting with a speech analytics application such as nexidia, aws, genesys etc.
Knowledge of statistics and experience using statistical packages for analyzing datasets.
Experience with data extraction, processing, filtering, and presenting large data quantities (100K to Millions of rows) via AWS technologies, SQL, and data pipelines.
Must reside in Southern California or be willing to relocate upon hire.
We offer a hybrid work environment. Although the schedule may vary, typically this will allow you to work from the office two to three days per week and work remotely on the remaining workdays.
Preferred Qualifications:
Master's Degree Data Science, Machine Learning, Computer Science, Mathematics, Statistics, Engineering, or related field.
2 years Experience with SAP S/4 HANA and SAP Analytics Cloud for reporting, data discovery, predictive analytics, governance, risk, and compliance.
Demonstrate deep understanding of statistical concepts and a high standard for coding best practices.
Ability to take autonomy in the role and work well with little supervision.
Experience creating meaningful visualizations and situational/interactive dashboards.
Knowledge of agile/scrum methodologies and their benefits of keeping on track and iteratively delivering results.
Project management skills.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gen