Customer Experience Manager

2 days ago

Augusta, Maine, United States AVANGRID , Inc. Full time

Job Summary

The Customer Experience Manager will play a pivotal role in enhancing customer satisfaction and increasing digital adoption across all marketing and service customer touchpoints.

This role will collaborate with various teams to develop and implement strategies that are aligned with the company's goals, remaining customer-centric.

Responsibilities will include managing teams, addressing operational challenges, and leading initiatives to improve the overall customer experience.

By aligning marketing strategies with customer experience initiatives, this role will help to create a cohesive and compelling customer experience across NY, CT, ME, and MA that drives brand loyalty and advocacy.

This role plays a critical role in helping Avangrid differentiate itself in the market by delivering exceptional customer experiences that drive long-term customer satisfaction and efficiency.

Key Responsibilities

  • Develop and implement customer experience strategies across all channels, focusing on customer satisfaction and digital adoption.
  • Collaborate with Marketing, Customer Communications, Customer Care, Operations, and Design teams to ensure alignment with company goals and customer-centricity.
  • Support metric owners in the delivery of critical customer satisfaction and digital adoption KPI's
  • Lead initiatives to enhance brand image and maintain consistency across all customer interactions.
  • Guide customer experience best practices, acting as a customer advocate, and develop channel strategies that meet customer expectations.
  • Manage teams and address operational challenges to ensure successful strategy implementation.
  • Conduct cross-functional customer experience sessions to identify pain points and areas for improvement.
  • Review customer feedback and satisfaction metrics.
  • Collaborate with cross-functional teams to develop and refine customer experience strategies.
  • Lead efforts to improve customer interactions across all touchpoints.
  • Monitor progress and identify areas for improvement.

Required Qualifications

  • 13+ years experience in customer experience, communications, public relations, or marketing
  • Proven ability to demonstrate value and tie communications programs back to overall business objectives
  • Proficiency in digital communication tools and platforms such as websites, CRM tools, social media, email platforms, and mobile apps
  • Familiarity with content management systems, analytics tools, and social media management platforms
  • Budget management and reporting experience
  • Experience working with research teams and data analysts to understand customer feedback and identify areas for improvement
  • Proven ability to manage multiple strategic deliverables on time
  • Excellent verbal and written communications skills
  • Ability to travel

Preferred Qualifications

  • Deep understanding of customer needs, preferences, and behaviors, as well as ability to empathize with customers and address concerns
  • Vendor management, project management, and stakeholder management experience
  • Experience with managing a staff of geographically-dispersed communication professionals
  • Knowledge of electric and gas utility customer needs and emerging industry trends
  • Ability to anticipate potential communication challenges and address quickly
  • Change management experience
  • Demonstrated effectiveness facilitating teams across functional areas, operating companies, and globally

Competencies

  • Growth & Continuous Improvement
  • Initiative & Change
  • Focused on Results
  • Customer Centric (internal and/or External)
  • Communication
  • Collaboration
  • Leadership (people managers/leaders)

AVANGRID is committed to a diverse and inclusive workplace.

AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual's sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.

Click here for Additional Disclaimer Information

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.

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