Business Process Analyst, Senior (Parent Req# to 173048 )

Requisition ID # 173047 Job Category: Business Operations / Strategy Job Level: Individual Contributor Business Unit: Customer & Corporate Affairs Work Type: Hybrid Job Location: Fresno Job Summary The Business Process Analyst helps improve customer experience and eliminate waste by identifying, resolving, and preventing process issues that impact business performance. Working with Customer Experience, Customer Service operations, and Enterprise Change, this role uses data, frontline insights, customer feedback, and process expertise to identify opportunities, assess impacts, recommend solutions, and drive measurable improvements. The role supports both day-to-day operational needs and long-term strategic priorities by translating customer and frontline experience into actionable recommendations that improve customer satisfaction, operational efficiency, employee effectiveness, and business outcomes. This role serves as a trusted partner to operational leaders of customer service channels and customer-impacting departments, by serving as both a subject matter expert on cross-functional teams. They help identify emerging risks, improve customer journeys, reduce operational friction, and support meaningful business improvements, and effectively communicate these to various leaders and stakeholders.. Responsibilities typically include many or all of the following: Listen and Learn: Gather insights from customers, frontline employees, and business data to understand what is working, what is not, and where opportunities exist. Establish cross-functional relationships with other organizations or stakeholders. Solve Meaningful Problems: Investigate issues, identify root causes, and develop recommendations that improve customer experience, employee effectiveness, and operational performance. Diagnose and re-engineer technical workflows to align backend systems and technology, to optimize customer journeys. Shape Better Experiences: Partner with teams across PG&E to improve processes, strengthen customer journeys, reduce avoidable effort, and support successful change. Lead customer-facing value streams to bridge insights with execution to improve service metrics. Turn Insight Into Action: Implement short-term containments and long-term countermeasures as process changes. Use clear communication to help leaders make decisions, prioritize opportunities, and focus on the work that matters most. Design current and future state process flows, writing technical requirements to translate business needs into technical functionality. Measure What Matters: Track outcomes, evaluate results, and communicate the value and impact of improvement efforts over time. This position is hybrid, working from your remote office and Oakland General Office once per week and based on business needs. PG&E is providing 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. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs. A reasonable salary range is: Bay Area Minimum: $102,000Bay Area Maximum: $152,000 Job Description Identifies opportunities to improve customer experience, employee experience, and business performance through data analysis, using frontline insight, customer feedback, and operational data. Investigates complex issues, determines root causes, and develops recommendations that drive measurable business outcomes. Partners with cross-functional teams simplify processes, reduce operational friction, and support strategic initiatives. Use metrics and reporting to measure effectiveness, monitor trends, and communicate insights to leadership. Supports customer journey improvements, business process changes, and continuous improvement efforts across the organization. May provide guidance to other analysts and lead improvement initiatives. May create Minimum Qualifications Bachelor of Science in Business, Statistics, Mathematics or related field or equivalent work experience 4 years of related or equivalent experience Desired Skills and Qualities Strong analytical and problem-solving skills with the ability to identify root causes, connect information across multiple sources, and develop practical solutions. Experience in Lean. Six Sigma, and Agile methodologies Experience defining and writing technical requirements and/or designing future-state workflows Experience using data, customer feedback, and frontline insights to identify trends, risks, and opportunities for improvement. Knowledge of customer experience, employee experience, process improvement, operational excellence, Lean, or continuous improvement principles. Ability to execute process improvements and projects Ability to bridge Business and IT/Technical teams Ability to simplify complex problems and translate findings into clear, actionable recommendations. Strong communication, facilitation, presentation, and stakeholder management skills. Ability to influence decisions, build partnerships, and work effectively across organizations without direct authority. Experience leading or supporting cross-functional initiatives that improve customer, employee, or business outcomes. Ability to prioritize work, manage competing demands, and adapt in a fast-paced environment. Knowledge of operational and customer experience drivers that impact business performance. Curiosity, initiative, and a passion for continuous improvement. Ability to balance strategic thinking with practical execution.