Principal Product Designer

Department Overview

The Digital Strategy team at PG&E sits in the Customer Care organization and oversees customer-facing digital properties such as pge.com, the PG&E Report It mobile app, and PG&E’s online Outage Center. The team also oversees the notifications platforms that send text, email, and phone calls to customers during regular operations and emergencies.

The Digital Strategy team is comprised of five core functions:

• Digital Strategy: Sets the vision for customer-facing digital properties, providing governance and oversight for company-wide customer-facing initiatives.
• Web Operations: Comprised of the creative services team which handles a wide range of requests from copywriting and design projects to content publishing and optimization.
• Digital Analytics: Collects and analyzes both quantitative and qualitative metrics for our online properties, providing real-time customer insights that inform everything we do.
• Web Product Management: Oversees all transactional, self-service functions to help ensure that customers can get outage information, pay their bill, request a service appointment, or manage their energy use.
• Compliance: Responsible for ensuring that the company’s digital assets meet all applicable internal and external compliance standards including WCAG 2.1aa for accessibility and CCPA and CPRA for privacy.

The team is friendly, collaborative, nimble, and creative and embodies an unwavering focus on the customer and dedication to the team’s success. The team functions like a startup but within the context of a larger, mature organization, with methodologies rooted in e-commerce best practices.

Position Summary

The Product Designer will be responsible for shaping the strategic vision and leading the design of intuitive and high-performance tools that allow customers to successfully complete key transactions on PG&E digital properties. This role combines strategic oversight with hands-on design, ensuring a cohesive experience across platforms and leveraging technologies to deliver impactful solutions. The candidate will shape the design vision, solve complex challenges, and align on direction to bring clarity to cross-functional teams. Exceptional communication and facilitation skills are required to align diverse stakeholders and translate complex ideas into actionable designs.

Job Responsibilities

• Develop and execute a holistic design vision for products, aligning with business goals and user needs.
• Collaborate with team members, program managers, and developers to define product features and iterate on designs based on user feedback and analytics.
• Conduct user research and usability testing to gain comprehensive insights into user behaviors, pain points, and motivations.
• Interpret user research data and quantitative insights to inform design decisions.
• Lead the design process from ideation to implementation, including creating wireframes, prototypes, visual designs, and user flows.
• Advocate to stakeholders on inclusive and accessible design practices to ensure compliance with WCAG 2.1 AA.
• Promote innovative thinking and a user-centric approach within the team.
• Act as a coach and mentor, fostering growth and maximizing the team’s potential.
• Build a sense of trust and rapport that creates a comfortable and effective workplace.
• Build strong relationships and influence leadership and stakeholders.

Qualifications

• Expert knowledge of Figma, Sketch, and Adobe Creative Suite.
• Experience with UserZoom, Medallia, and Adobe Analytics.
• Experience with Adobe Experience Manager and Salesforce products.
• Experience with enterprise web design solutions in the utility industry.
• Strong understanding of the Web Content Accessibility Guidelines (WCAG) 2.1 AA.
• Strong creative design and technical knowledge to ensure business goals align with technological feasibility.
• Strong communication skills with ability to communicate complex messages and teach new concepts.

• Minimum:
• 7 years of related work experience. Experience with the design of mobile applications.
• Bachelor of Arts or Bachelor of Science in a related field or equivalent work experience.
• Desired:
• 7+ years of experience working as a UX Design Manager in an Agile environment.
• Bachelor of Arts or Bachelor of Science in Interaction Design, Graphic Design, Human Factors, Applied Psychology, Fine Arts, Web Design, Human-Computer Interaction, etc., or equivalent work experience.