About this role

Job title: Customer

Initiatives team is responsible for driving measurable improvements in prioritized areas of customer experience through a structured, programmatic approach. By analyzing customer data and insights, the team identifies the highest-impact areas for enhancement and develops targeted initiatives to address these pain points. The team's efforts lead to smoother, more intuitive interactions across all customer touchpoints, increased customer satisfaction through reduced friction and better understanding of customer needs, and higher scores on key metrics like Net Promoter Score. This data-driven, standardized approach to customer experience improvements allows the team to prioritize, plan, and execute initiatives in a strategic and efficient manner, positioning the organization as a leader in delivering exceptional customer experiences.
The Customer

Program Manager is responsible for designing, implementing new customer programs and optimizing existing programs that enhance the overall experience of residential customers. This role ensures that customer-facing initiatives align with organizational goals, regulatory requirements, and best practices to deliver seamless, efficient, and customer-centric solutions.
This position will manage and improve current residential customer programs associated with billing, payment, outage communications and affordability challenges for our customers. Development of customer program roadmaps that result in the execution of customer experience initiatives that drive strategic business impact. This role involves building a compelling business case, aligning initiatives with organizational priorities, and delivering measurable improvements to the customer journey.
Job Duties/Responsibilities

Develop customer program roadmaps:

Establish long-term goals for customer programs, prioritize initiatives based on customer needs, regulatory requirements, and business objectives.
Work cross-functionally to map dependencies, secure alignment, and plan budgets, timelines, and resources for roadmap execution.
Set KPIs, track milestones, and incorporate customer feedback to ensure programs deliver measurable improvements in the customer experience.

Build the Business Case:

Develop a comprehensive business case that outlines the strategic rationale, expected benefits, costs, and risks associated with the customer experience initiatives.
Quantify the return on investment (ROI) and other financial and non-financial benefits of the proposed initiatives.
Identify the key performance indicators (KPIs) that will be used to measure the success of the customer experience initiatives.

Implement Solutions:

Secure the necessary funding, buy-in, and support from senior leadership and other key decision-makers to exe

Customer Experience Program Manager