Senior Data Scientist

Pacific Gas And Electric Company•Oakland, CA

67d•$126,000 - $200,000•Hybrid

About The Position

The CX Strategy organization leverages qualitative and quantitative data, advanced analytics, machine learning, and Generative AI to evaluate and improve customer experiences across PG&E touchpoints. Through data science, journey mapping, customer research, process improvement, and program management, we uncover actionable insights that influence business strategy and drive customer centric decisions. We apply both traditional AI/ML techniques and emerging GenAI solutions to solve real business challenges, enhance operational efficiency, and deliver meaningful improvements to the customer experience. The Senior Data Scientist will advance analytics, machine learning, and Generative AI solutions that improve customer experience and deliver measurable business value. Using structured and unstructured data, including customer feedback, interactions and operational datasets you will uncover insights that support Call Hours, Customer Transaction Score (CTS), Escalations, Overall Satisfaction (OSAT), and other key customer experience priorities. This role offers the opportunity to work on high impact projects that shape customer strategy, inform policy, optimize processes, and improve products and services. You will develop scalable data science and AI solutions, including predictive models, GenAI-powered tools, chatbots, and other AI-enabled capabilities that help coworkers work more efficiently and deliver better customer outcomes. You will be part of a team that is actively exploring and deploying cutting edge AI solutions to transform how we serve our hometowns and create value for customers, coworkers, and the business. This is a hybrid position, with work performed from your remote office and assigned work location based on business needs and company requirements.

Requirements

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
Knowledge of a variety of machine learning techniques (clustering, decision tree learning, artificial neural networks, etc.) and their real-world advantages/drawbacks)

Nice To Haves

Graduate Degree in job-related discipline or equivalent experience
Utility industry experience, 1-year
Customer analytics, 1-year
Experience with Teradata and Oracle
Experience with Power BI
Experience in applying Gen AI to solve business challenges
Experience with the automation 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 to colleagues and stakeholders

Responsibilities

Lead the design and delivery of machine learning, statistical modeling, and Generative AI solutions that solve high value business problems and improve customer experience.
Translate large, complex structured and unstructured datasets into actionable insights, strategic recommendations, and measurable opportunities
Build, deploy, and continuously improve predictive models, AI applications, and automated data pipelines that scale across the business.
Design and evaluate experiments, including A/B tests to measure business impact and guide decision making
Partner closely with business stakeholders, channel teams, and domain experts to identify opportunities and drive data informed decisions
Communicate complex analytical findings through compelling storytelling, clear documentation, intuitive visualizations, and executive ready presentations.
Develop deep expertise in customer, billing, operational, and survey data to uncover drivers of performance and support long term strategic planning
Stay current with advances in data science, machine learning, and AI, and translate relevant innovations into practical business applications.