Job Summary:
Avangrid is a company focused on delivering innovative energy solutions, and they are seeking a Vice President - Digital Strategy & Customer Experience. This role is responsible for leading the digital product and customer experience organization, overseeing the entire customer experience lifecycle, and enhancing operational efficiency through strategic collaboration and digital transformation initiatives.
Responsibilities:
• Lead the Digital and CX CoE function with both business and IT digital teams along with CX and Customer Communications.
• Design, develop, and implement the digital transformation roadmap and customer journeys.
• Develop and implement strategy to optimize the customer experience.
• Develop, understand, and implement comprehensive customer research programs across Avangrid Networks.
• Be the executive leader for Digital across the Avangrid Networks companies by providing consultation and strategic oversight to the leadership team.
• Own all digital platforms across the Networks operating companies at a leadership level.
• Develop comprehensive action plans based on customer satisfaction plans to identify customer gaps and identify solutions to fill.
• Develop and implement all Avangrid Networks customer communications.
• Develop and implement customer marketing strategy of customer facing products, programs, and self-service offerings.
• Lead the IT digital and big data teams, and collaborate with trade organizations and industry peers to identify new digital technology which improves customer experience/satisfaction while delivering cost efficiency.
• Lead the customer communications team to drive a proactive communication strategy across the operating companies.
• 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.
• Evaluate Disruptive and Technological landscapes, understanding the opportunities and threats created and translate this into a digital strategy that grows value for the company.
Qualifications:
Required:
• Bachelor’s Degree required. (Master’s Degree preferred)
• Minimum of 15 years relevant experience preferred or equivalent work experience.
• Executive experience in the area or at a related one.
• Expert technical knowledge of core digital technologies, solutions, and partner opportunities.
• Executive experience with digital transformation implementation methodologies such as Agile, scrum, and continuous integration.
• 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:
• Expert at the development of cross-business digital and CX transformation.
• Expert at leading a combination of both business and technical skills across a large enterprise organization.
• Able to lead and motivate a diverse team of professionals.
• Able to work with all levels of management to produce exceptional results on time and on budget.
• Able to work cross-functionally and globally within Iberdrola.
• Knowledge of Digital technologies and best application to our customers.
• Demonstrated exceptional analytical, project management, and communication skills.
• Experienced in the application of customer research techniques to drive optimal customer experiences.
• 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.
• Senior level Customer Experience or Digital professional with a proven track record of success managing complex multi-disciplined teams.
Company:
Avangrid is a leading U.S. energy company powering connections for millions across the country. Founded in 1997, the company is headquartered in Orange, USA, with a team of 5001-10000 employees. The company is currently Late Stage.