Responsibilities
Collaborate with senior leadership and customer business and technology stakeholders to define and lead a comprehensive strategy for digital customer experiences.
Have an understanding who the company's customers are, target demographics, and what digital experiences customers are looking for
- Evaluate existing IT systems, processes, and tools to identify pain points and areas for improvement in the new customer experience think digital first
- Collaborate with the technology teams to drive the seamless integration of digital channels (web, mobile, IVR etc) and processes into business workflows, maximizing efficiency and usability
- Create and design multi and omni channel capabilities to drive digital adoption. Leverage AI and Automation to improve overall customer experience while reducing cost
- Establish customer digital adoption metrics and KPIs to evaluate the effectiveness of digital customer experience initiatives, providing regular reports and insights to stakeholders.
Implement strategies to enhance the overall digital customer experience based on analytics and learnings.
- Recruit, mentor, and develop a high-performing team of professionals skilled in customer transformation programs and technology integration.
- Ensure that the customer experience team works in collaboration with all other business and technology functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey
- Partner with technology and business teams to assist efforts in training, user adoption of digital customer tools.
- Encourage problem-solving, strategic thinking and customer-orientation amongst the team
- Contribute to a positive culture of continuous improvement and operational excellence by identifying and implementing process improvements where appropriate.
- May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.
This role may necessitate the need to work after-hours, outside of your normal schedule.
Qualifications
- 10+ years progressively responsible leadership experience in driving digital customer transformations and technology integrations
- Deep understanding of IT systems, platforms and processes, with the ability to translate technical concepts into strategic business solutions.
- Ability to resolve complex issues independently and escalate to management as needed.
- Excellent organizational, multitasking, and problem-solving skills.
- Effectively communicates complex information with internal and external contacts at various organizational levels.
- Experience establishing metrics / key performance indicators to measure business impact
- Show a strong sense of ownership for their deliverables
- Initiative and passion for finding solutions to ambiguous problems and ability to work in difficult situations and across organizational boundaries.
- Strong communication skills both written and verbal, with ability to communicate or convey the results to audience at all levels.
- Bachelor’s degree in Computer Science or related discipline
Preferred Qualifications :
- Utilities industry experience
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