Portland General Electric
Senior/Principal Customer Experience Strategist (Martech)
Portland General Electric, Portland, Oregon, United States, 97204
At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven't stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We're always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.Principal Customer Experience (CX) Strategist - Notifications Strategy and ExecutionJob Function Summary:We are seeking a dynamic and experienced professional with a strong background in
email marketing ,
communications , and
marketing technology
to join our team. The ideal candidate will bring direct experience working with
large companies
and handling complex marketing initiatives across multiple channels. The role will focus on
developing and executing lifecycle marketing strategies , leveraging data to drive results, and optimizing various types of
customer notifications
and
journeys .As a
marketing technologist , you will work closely with cross-functional teams to deliver personalized, relevant messages that engage customers at every stage of their journey. Your expertise in
email marketing
and communication strategies will be essential for designing automated campaigns and managing end-to-end execution, while your
data background
will enable you to analyze performance and refine strategies for maximum impact. Strong
marketing tech experience
is a must, as you will be utilizing advanced marketing platforms and tools to execute campaigns effectively.Key Responsibilities:Customer-Centric Notification StrategyLead the development and execution of a
comprehensive notifications strategy
that ensures personalized, timely, and relevant customer communication across multiple channels.
Keep customer needs at the forefront, ensuring notification systems positively impact their experience while meeting strategic goals.
Identify critical improvements in
notification touchpoints
throughout the customer journey and lead initiatives that optimize message delivery and responsiveness.
Notification Process OptimizationAnalyze existing notification workflows and identify areas for improvement, focusing on reducing friction, optimizing response times, and increasing customer satisfaction.
Develop, implement and maintain governance and prioritization model
for customer notfications.
Implement automation strategies
for notifications using MarTech platforms (email, SMS, push, etc.) to streamline communication and ensure consistency across customer touchpoints.
Continuously monitor key performance indicators (KPIs) such as
open rates, click-through rates, delivery times , operational metrics, and customer feedback, using these insights to drive ongoing optimization of notification strategies.
Cross-Channel Communication and PersonalizationDrive
omnichannel notification
strategies by integrating customer data to deliver tailored, real-time messages that enhance engagement and retention.
Collaborate with marketing, product, and IT teams to ensure
consistent messaging
and customer experience across all communication channels, ensuring alignment with customer journeys and business goals in differing situations.
Use data-driven insights and segmentation to create personalized notifications, improving the relevance and timing of communications.
Technology Integration and MarTech ExpertisePartner with IT and marketing teams to implement and optimize
MarTech platforms
(e.g., Salesforce, HubSpot) for notification delivery and campaign execution.
Define requirements for notification systems, ensuring that tools and technologies are in place to support seamless
trigger-based communications .
Performance Tracking and ReportingDevelop and manage dashboards and reporting tools to track the effectiveness of notification campaigns, delivering insights to senior leadership on communication performance.
Lead A/B testing and experimentation on notification timing, content, and delivery channels to continually improve results.
Report on KPIs, including
customer engagement metrics, notification effectiveness , and areas for improvement, recommending strategic adjustments as needed.
Cross-Functional Collaboration and LeadershipLead cross functional team on notification governance (Email, SMS, Marketing) assuring PGE balances consistently business needs, laws, and operational priorities.
Collaborate across departments, aligning
notification strategies
with broader CX initiatives to ensure a cohesive customer experience across all touchpoints.
Serve as a subject matter expert on
notification best practices
and trends, educating and advising internal stakeholders on the most effective communication strategies.
Lead cross-functional teams or projects related to notifications, ensuring timely execution and delivery of strategic goals.
Change Management and InnovationDrive change management efforts associated with notification system enhancements, ensuring buy-in and adoption across the organization.
Stay ahead of industry trends and customer communication innovations, continually refining notification strategies to incorporate the latest best practices and technologies.
We are seeking someone with a strong knowledge of marketing technology(Twilio and SalesForce).Physical and Cognitive DemandsCognitive Level Substantial: Consistent use of logic or scientific thinking to define problems, collect information, establish facts, and draw valid conclusions (for example, engineer, HR director, plant manager, etc.).Ability to adhere to set response times, deadlines, and time-sensitive tasks.Ability to follow accuracy standards.Ability to follow through on decision-making tasks.Ability to interact effectively and collaboratively within a team environment.Ability to communicate and problem solve when under stress.Ability to respond and adapt to frequent change.Ability to accept and demonstrate self-awareness when provided constructive feedback.Ability to discern feedback and acknowledge ownership of areas of improvement.Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks.Ability to successfully collaborate with peers, managers, and others within the organization.Demonstrates sound memory.Ability to process new information to be applied consistently to work tasks.Schedule/AttendanceAbility to occasionally work long hours.Ability to occasionally work a variable schedule.Ability to report to work and perform work during periods of severe inclement weather.Ability to consistently meet attendance standards for regular, reliable, predictable, full-time attendance.Physical CapabilitiesDriving/travel/commute: Daily within service territory - Frequently (at least once a week or more)Overnight inside/outside the service territory: occasionally (on to two times per month or less)Computer use (use computer regularly for entire work shift)Lifting/pushing/pulling: Up to 10 lbEnvironment - Indoor/OutdoorOffice#LI-CU1Compensation Range:$87,225.00 - $173,875.00
Actual total compensation, including a performance based incentive bonus, is commensurate with experience, skills, qualifications, education, training, and internal equity. While we anticipate the selected candidate for this position will fall towards the middle or entry point of the compensation range, the decision will be made on a case-by-case basis.PGE believes in rewarding dedicated performance. We provide a total rewards package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future. To find out more, click here.Join us today and power your potential!Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.PGE is committed to diversity and inclusion in the workplace and is an equal opportunity employer. PGE will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law.PGE does not discriminate on the basis of disability. We recognize individuals have a variety of abilities to offer and we believe there is much to value and celebrate by incorporating different abilities into the work we do. One very important way we live this out is in our application and interview process. We work hard to support individuals who may need an accommodation to fully participate in these processes. If you feel you may need an accommodation, or would like to request one, please notify the Talent Acquisition Specialist (Recruiter) associated with the job posting. You may also make this request by contacting talentacquisition@pgn.comor by calling 503-464-7250. The Recruiter will provide information and next steps for the accommodation process. Our Diversity, Equity & Inclusion (DEI) team is also available for support. You can contact them at dei@pgn.com.To be considered for this position, please complete the following employment application by the posting close date. Posting closes at midnight (Pacific Time) on the closing date below. If no date is listed, job is open until filled.
email marketing ,
communications , and
marketing technology
to join our team. The ideal candidate will bring direct experience working with
large companies
and handling complex marketing initiatives across multiple channels. The role will focus on
developing and executing lifecycle marketing strategies , leveraging data to drive results, and optimizing various types of
customer notifications
and
journeys .As a
marketing technologist , you will work closely with cross-functional teams to deliver personalized, relevant messages that engage customers at every stage of their journey. Your expertise in
email marketing
and communication strategies will be essential for designing automated campaigns and managing end-to-end execution, while your
data background
will enable you to analyze performance and refine strategies for maximum impact. Strong
marketing tech experience
is a must, as you will be utilizing advanced marketing platforms and tools to execute campaigns effectively.Key Responsibilities:Customer-Centric Notification StrategyLead the development and execution of a
comprehensive notifications strategy
that ensures personalized, timely, and relevant customer communication across multiple channels.
Keep customer needs at the forefront, ensuring notification systems positively impact their experience while meeting strategic goals.
Identify critical improvements in
notification touchpoints
throughout the customer journey and lead initiatives that optimize message delivery and responsiveness.
Notification Process OptimizationAnalyze existing notification workflows and identify areas for improvement, focusing on reducing friction, optimizing response times, and increasing customer satisfaction.
Develop, implement and maintain governance and prioritization model
for customer notfications.
Implement automation strategies
for notifications using MarTech platforms (email, SMS, push, etc.) to streamline communication and ensure consistency across customer touchpoints.
Continuously monitor key performance indicators (KPIs) such as
open rates, click-through rates, delivery times , operational metrics, and customer feedback, using these insights to drive ongoing optimization of notification strategies.
Cross-Channel Communication and PersonalizationDrive
omnichannel notification
strategies by integrating customer data to deliver tailored, real-time messages that enhance engagement and retention.
Collaborate with marketing, product, and IT teams to ensure
consistent messaging
and customer experience across all communication channels, ensuring alignment with customer journeys and business goals in differing situations.
Use data-driven insights and segmentation to create personalized notifications, improving the relevance and timing of communications.
Technology Integration and MarTech ExpertisePartner with IT and marketing teams to implement and optimize
MarTech platforms
(e.g., Salesforce, HubSpot) for notification delivery and campaign execution.
Define requirements for notification systems, ensuring that tools and technologies are in place to support seamless
trigger-based communications .
Performance Tracking and ReportingDevelop and manage dashboards and reporting tools to track the effectiveness of notification campaigns, delivering insights to senior leadership on communication performance.
Lead A/B testing and experimentation on notification timing, content, and delivery channels to continually improve results.
Report on KPIs, including
customer engagement metrics, notification effectiveness , and areas for improvement, recommending strategic adjustments as needed.
Cross-Functional Collaboration and LeadershipLead cross functional team on notification governance (Email, SMS, Marketing) assuring PGE balances consistently business needs, laws, and operational priorities.
Collaborate across departments, aligning
notification strategies
with broader CX initiatives to ensure a cohesive customer experience across all touchpoints.
Serve as a subject matter expert on
notification best practices
and trends, educating and advising internal stakeholders on the most effective communication strategies.
Lead cross-functional teams or projects related to notifications, ensuring timely execution and delivery of strategic goals.
Change Management and InnovationDrive change management efforts associated with notification system enhancements, ensuring buy-in and adoption across the organization.
Stay ahead of industry trends and customer communication innovations, continually refining notification strategies to incorporate the latest best practices and technologies.
We are seeking someone with a strong knowledge of marketing technology(Twilio and SalesForce).Physical and Cognitive DemandsCognitive Level Substantial: Consistent use of logic or scientific thinking to define problems, collect information, establish facts, and draw valid conclusions (for example, engineer, HR director, plant manager, etc.).Ability to adhere to set response times, deadlines, and time-sensitive tasks.Ability to follow accuracy standards.Ability to follow through on decision-making tasks.Ability to interact effectively and collaboratively within a team environment.Ability to communicate and problem solve when under stress.Ability to respond and adapt to frequent change.Ability to accept and demonstrate self-awareness when provided constructive feedback.Ability to discern feedback and acknowledge ownership of areas of improvement.Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks.Ability to successfully collaborate with peers, managers, and others within the organization.Demonstrates sound memory.Ability to process new information to be applied consistently to work tasks.Schedule/AttendanceAbility to occasionally work long hours.Ability to occasionally work a variable schedule.Ability to report to work and perform work during periods of severe inclement weather.Ability to consistently meet attendance standards for regular, reliable, predictable, full-time attendance.Physical CapabilitiesDriving/travel/commute: Daily within service territory - Frequently (at least once a week or more)Overnight inside/outside the service territory: occasionally (on to two times per month or less)Computer use (use computer regularly for entire work shift)Lifting/pushing/pulling: Up to 10 lbEnvironment - Indoor/OutdoorOffice#LI-CU1Compensation Range:$87,225.00 - $173,875.00
Actual total compensation, including a performance based incentive bonus, is commensurate with experience, skills, qualifications, education, training, and internal equity. While we anticipate the selected candidate for this position will fall towards the middle or entry point of the compensation range, the decision will be made on a case-by-case basis.PGE believes in rewarding dedicated performance. We provide a total rewards package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future. To find out more, click here.Join us today and power your potential!Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.PGE is committed to diversity and inclusion in the workplace and is an equal opportunity employer. PGE will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law.PGE does not discriminate on the basis of disability. We recognize individuals have a variety of abilities to offer and we believe there is much to value and celebrate by incorporating different abilities into the work we do. One very important way we live this out is in our application and interview process. We work hard to support individuals who may need an accommodation to fully participate in these processes. If you feel you may need an accommodation, or would like to request one, please notify the Talent Acquisition Specialist (Recruiter) associated with the job posting. You may also make this request by contacting talentacquisition@pgn.comor by calling 503-464-7250. The Recruiter will provide information and next steps for the accommodation process. Our Diversity, Equity & Inclusion (DEI) team is also available for support. You can contact them at dei@pgn.com.To be considered for this position, please complete the following employment application by the posting close date. Posting closes at midnight (Pacific Time) on the closing date below. If no date is listed, job is open until filled.