Director - Customer Experience Strategy

Company: AVANGRID, Inc.
Location: Augusta
Posted on: February 23, 2021

Job Description:

Kirkwood, NY, US Augusta, ME, US Vestal, NY, US Brewster, NY, US Company Company Iberdrola is a global energy leader, the number one producer of wind power, and one of the world's biggest electricity utilities in terms of market capitalisation. The group supplies energy to almost 100 million people in dozens of countries including Spain, the United Kingdom (ScottishPower), the United States (AVANGRID), Brazil (Neoenergia), Mexico, Germany, Portugal, Italy and France, with a workforce of more than 35,000 people. Iberdrola is leading the transition towards a sustainable energy model through its investments in renewable energy, smart grids, large-scale energy storage and digital transformation, to offer its customers the most advanced products and services. Thanks to its commitment to clean energy, Iberdrola is one of the companies with the lowest emissions and an international benchmark for its contribution to sustainability and the fight against climate change. Purpose Drive the strategic optimization of the customer experience across the Avangrid Networks companies for all customer touch points to boost overall customer satisfaction and ensure efficiency, with an emphasis on the digitization of the customer experience and the adoption of Iberdrola global best practices. Collaborate with senior leadership of Customer Care, Customer System Operations and Support, Customer Programs and Products, and Customer Metering and Field Operations within Customer Service and with Electric and Gas Operations on all customer experiences and communications. Lead a large team of diverse technical professionals to meet demanding project, research, and budget deliverables, in interaction with external and internal stakeholders of all levels. The job requires a combination of management as well as technical knowledge in the related areas, with the ability to balance multiple projects and dependencies. Advanced analytical, project management and communications skills are required. Responsibilities

• Develop and implement strategy to optimize the customer experience.
• Develop and implement comprehensive customer research program across Avangrid Networks.
• Develop and implement all Avangrid Networks customer communications.
• Design, deliver, enhance all existing/new services to optimize the customer experience, with a focus on the digitization of customer touch points to boost satisfaction and deliver efficiencies.
• Implement comprehensive customer service quality programs cross-functionally at every Avangrid networks company, compliant with state regulatory rules in CT, MA, ME, NY.
• Develop and implement performance reporting on progress to Customer Service targets. Coordinate and collaborate across Iberdrola globally in relevant business areas and as part of the Global Practice Group. Skills and Requirements Education & Experience Required:
  • Bachelor's Degree required with Master's Degree preferred with a minimum of 10 years relevant experience preferred or equivalent work experience.
  • Executive experience in the area or at a related one.
  • Technical knowledge of core customer operations functions (billing, remittance, collections, contact center, digital), customer research techniques, customer communications, project management, budgeting and compliance.
  • Formal regulatory experience preferred. Skills/Abilities:
    • Able to lead and motivate diverse team of professionals.
    • Able to work with all levels of management to produce exceptional results on time, on budget.
    • Able to work cross-functionally and globally within Iberdrola.
    • Demonstrated exceptional analytical, project management and communication skills.
    • Experienced in the application of customer research techniques to drive optimal customer experiences.
    • Knowledge of regulatory processes.Knowledge of electric and gas operations.
    • Knowledge of financial budgeting, compliance reporting and performance management.
    • Knowledge of customer communication strategies, techniques and costs.
    • Proven ability to work within a matrix environment, including nationally and globally dispersed teams.
    • Develop Self & Others
    • Empower to grow
    • Collaborate and Share
    • Be a role model
    • Focus to achieve results
    • Be agile
    • Technical Skills Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables AVANGRID's--employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At--AVANGRID--we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. Learn more about equal employment by following this--link If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at 203-499-2777 or--careers@avangrid.com

Keywords: AVANGRID, Inc., Kalamazoo , Director - Customer Experience Strategy, Executive , Augusta, Michigan