{"id":4316183,"url":"https://alion.io/job/pge-principal-customer-journey-program-manager","title":"Principal Customer Journey Program Manager","company":{"id":1758874,"name":"PG&E","domain":"pge.com","url":"https://alion.io/company/pge-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Oakland, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-14T16:10:21Z","employer_posted_date":"2026-11-14","last_verified_at":"2026-11-14T21:57:10Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Requisition ID # 175716\nJob Category: Project / Program Management\nJob Level: Manager/Principal\nBusiness Unit: Customer & Corporate Affairs\nWork Type: Hybrid\nJob Location: Oakland\nDepartment Overview\nPG&E’s Customer Insights & Experience Design organization helps the company understand customer needs and systematically improve the experiences we deliver. The team brings together customer research, transactional feedback, analytics, journey management, experience design and Lean problem solving to identify opportunities and translate customer insights into action.\nOur Voice of Customer ecosystem includes transactional and relationship measurement, benchmarking, unstructured feedback, qualitative and quantitative research, operational measures and coworker insights. We are evolving these capabilities to provide a more complete view of the end to end customer experience and help PG&E deliver consistently excellent customer interactions and journeys.\nPosition Summary\nWe are looking for a Principal Customer Journey Program Manager to help embed Journey Management as an enterprise practice and work with Journey and Segment Owners to systematically improve customer experiences.\nThis role will serve as a Customer Experience practitioner, working directly with teams to understand customer needs, connect insights and data across an end to end journey, define what a “10 out of 10” experience looks like, and translate opportunities into action.\nThe successful candidate will bring together Journey Management, customer insights, analytics and Lean problem solving to help teams look beyond individual metrics or organizational boundaries and understand the broader customer experience. The role will partner with Journey and Segment Owners through new ways of working, identify systemic experience issues, facilitate cross functional problem solving, and help orchestrate improvements across the processes, products, channels and organizations that shape a customer's experience.\nThis position is hybrid, working from your remote office and the Oakland General Office at least once a week or more based on business need.\nJob Responsibilities\nJourney Management & Coaching\nPartner with Journey and Segment Owners to implement PG&E’s Journey Management practice and build the capabilities needed to manage experiences end to end\nCoach leaders and teams to understand customer needs, moments that matter, experience gaps and opportunities beyond individual performance metrics\nHelp Journey Owners establish clear experience outcomes, improvement priorities and roadmaps\nSupport Journey and Segment Owners through adoption of new Journey Management practices, tools and ways of working\nHelp establish a continuous improvement mindset where journeys are actively managed rather than periodically assessed\nExperience Design & Improvement\nHelp teams define “10 out of 10” future state experiences grounded in customer needs, research and data\nAssess current experiences against the desired future state and identify the most important gaps to address\nTranslate customer pain points and experience gaps into clear problem statements and improvement opportunities\nFacilitate journey design, problem solving and ideation sessions with cross functional teams\nHelp teams move from customer insight to practical changes in processes, policies, communications, digital experiences and other capabilities that shape the customer journey\nLean Problem Solving\nIntegrate Lean methods with customer journey management to create a systematic approach to customer experience improvement\nLead structured problem solving to identify root causes of persistent customer pain points\nConnect customer feedback with operational processes and data to understand why experience issues are occurring\nHelp teams distinguish immediate containment opportunities from longer term systemic improvements\nDevelop reusable approaches that strengthen Lean customer problem solving across journeys\nCustomer & Journey Insights\nSynthesize transactional feedback, research, operational data and other customer signals to tell a complete story about the customer experience\nIdentify patterns and friction that may span multiple interactions, channels or organizational boundaries\nHelp Journey and Segment Owners look beyond a single score and understand the broader drivers of customer outcomes\nPartner with Research and Analytics teams to identify insights, hypotheses and opportunities requiring deeper analysis\nTranslate complex findings into clear customer stories that influence decisions and priorities\nCross Functional Orchestration\nBring together teams that own different parts of an end to end customer experience to solve shared customer problems\nIdentify dependencies, handoffs and ownership gaps that prevent delivery of the intended customer experience\nConnect journey improvement opportunities to existing enterprise initiatives and capabilities where possible\nElevate systemic barriers and cross journey issues requiring broader enterprise attention\nFacilitate alignment around customer outcomes while ensuring accountability remains with the appropriate business and functional owners\nQualifications\nMinimum\nBachelor’s degree or equivalent experience\nMinimum 10 years of relevant experience in customer experience, journey management, continuous improvement, strategy, product management, service design, customer insights or related disciplines\nExperience leading complex cross functional initiatives in a large organization\nExperience translating qualitative and quantitative customer insights into actionable business improvements\nExperience facilitating problem solving and decision making with leaders and cross functional teams\nDesired\nDemonstrated expertise in Customer Journey Management, journey mapping or service design\nExperience applying Lean methodology and structured root cause problem solving\nExperience coaching business leaders or teams through new operating models, practices or ways of working\nDemonstrated ability to synthesize customer research, survey results, operational measures and analytics into actionable insights\nExperience defining future state experiences and translating them into improvement opportunities\nStrong facilitation and workshop design skills\nStrong data storytelling and executive communication skills\nDemonstrated ability to influence without direct authority and align stakeholders across organizational boundaries\nExperience in utilities, telecommunications, financial services, healthcare or another complex service environment with end to end customer journeys\nCompensation\nPG&E provides the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. Although we estimate the successful candidate hired into this role will be placed between the entry point and the middle of the range, the decision will be made on a case-by-case basis related to these factors. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.\nA reasonable salary range is:\nBay Area Minimum: $144,000\nBay Area Midpoint: $194,000\nBay Area Maximum: $244,000","description_format":"text","description_chars":7457,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Nuclear Energy","Fossil Fuels","Power Grid"],"lifecycle":[{"event":"open","at":"2026-11-14T16:10:21Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":29,"reasons":["conf:3","win:early","comp:brand"],"computed_at":"2026-11-15T01:41:22Z"},"pay":null,"html_url":"https://alion.io/job/pge-principal-customer-journey-program-manager","json_url":"https://alion.io/job/pge-principal-customer-journey-program-manager.json","meta":{"generated_at":"2026-11-15T01:41:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3195,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1758874},"rest":"https://alion.io/mcp/rest/get_company?id=1758874"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpge-principal-customer-journey-program-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpge-principal-customer-journey-program-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpge-principal-customer-journey-program-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pge-principal-customer-journey-program-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpge-principal-customer-journey-program-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4316183}},{"tool":"search_jobs","arguments":{"company":"pge.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4316183},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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