Digital Customer Experience Director

1 month ago


Louisville, Kentucky, United States LG&E and KU Energy Full time
Job Title: Director of Digital Customer Experience

LG&E and KU Energy is seeking a Director of Digital Customer Experience to lead our digital transformation efforts and drive customer-centric innovation.

About the Role:

The Director of Digital Customer Experience will be responsible for defining and leading a comprehensive strategy for digital customer experiences across the company. This includes collaborating with senior leadership and customer business and technology stakeholders to identify pain points and areas for improvement in the new customer experience.

Key Responsibilities:
  1. Develop and execute a digital customer experience strategy that aligns with the company's overall business objectives.
  2. Collaborate with technology teams to drive the seamless integration of digital channels and processes into business workflows.
  3. Create and design multi-channel capabilities to drive digital adoption and improve overall customer experience.
  4. Establish customer digital adoption metrics and KPIs to evaluate the effectiveness of digital customer experience initiatives.
  5. Recruit, mentor, and develop a high-performing team of professionals skilled in customer transformation programs and technology integration.
  6. Partner with technology and business teams to assist efforts in training and user adoption of digital customer tools.
Requirements:
  1. 10+ years of progressively responsible leadership experience in driving digital customer transformations and technology integrations.
  2. Deep understanding of IT systems, platforms, and processes, with the ability to translate technical concepts into strategic business solutions.
  3. Excellent organizational, multitasking, and problem-solving skills.
  4. Ability to effectively communicate complex information with internal and external contacts at various organizational levels.
  5. Experience establishing metrics/key performance indicators to measure business impact.
Preferred Qualifications:
  1. Utilities industry experience.


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