Customer Strategist - Senior Customer Strategist (Depending on Experience)

Grant PUD•Ephrata, WA

23h•Hybrid

About The Position

This position helps the organization understand and respond to customer needs through customer research, feedback, analytics, and design thinking. The role identifies opportunities to improve experiences across customer segments and touchpoints. Working collaboratively with cross-functional teams and stakeholders, this position develops, implements, and evaluates customer-focused strategies and initiatives that align customer needs with organizational goals. The level of responsibility, scope, complexity, and independence assigned will be commensurate with the selected candidate’s qualifications and experience. The incumbent should be familiar with Grant PUD’s mission, vision, values, strategic plan, and Grant PUD/IBEW Local 77 Code of Excellence, and behave in a way that aligns with these expectations. The incumbent must understand and adhere to compliance requirements for this position, which may include laws, regulations, security guidelines, Grant PUD policies & procedures, as well as NERC/WECC. If needed to operate a GPUD vehicle for business purposes, refer to the Vehicle/Asset Usage Policy, IS-TA-POL-001. Actively participate in all aspects of our safety program.

Requirements

Bachelor’s degree in business, administration, marketing, communications, data analytics, research, social sciences, or a related field; OR two (2) additional years of relevant experience in lieu of a degree.
Two (2) years of progressively responsible experience in customer experience, customer operations, research, analytics, communications, project coordination, product or service delivery, process improvement or a related field.
Bachelor’s degree in Marketing, Business Administration, Data Analytics, Communications, or related field; OR 2 additional years of relevant experience in lieu of degree.
Four (4) years of experience in customer experience, customer operations, product/service delivery, or related fields, including experience using data, customer insights, or process improvement to enhance customer outcomes.
Experience may be demonstrated through progressive responsibility in roles that improve customer experience, implement customer-facing systems, or lead cross-functional initiatives.
Analytical, critical-thinking, and problem-solving skills.
Written, verbal, interpersonal, and presentation skills.
Organizational and prioritization skills.
Ability to interpret quantitative and qualitative information and develop evidence-based conclusions.
Ability to collaborate effectively, exercise sound judgment, and adapt to changing priorities.
Ability to learn and effectively use technology and analytical tools required for the work.

Nice To Haves

Experience in a utility, energy, public-sector, or regulated environment.
Experience with customer research, segmentation, journey mapping, personas, or customer experience measurement.
Experience with data visualization, reporting, customer relationship management, survey, analytics, or business intelligence tools.
Coursework, training, or certification related to customer experience, business analysis, project management, research, analytics, or process improvement.
Master’s degree in Business Administration (MBA), Marketing, Data Analytics, or related fields.
Bilingual proficiency in a language commonly used by customers and communities served by the District.

Responsibilities

Research, develop, implement, and evaluate customer experience strategies and assigned initiatives.
Gather, organize, validate, and analyze customer information from surveys, customer feedback, operational systems, billing or usage data, research, and other relevant sources.
Identify customer needs, behaviors trends, pain points, and opportunities by customer segment and translate findings into clear insights and practical recommendations.
Develop and maintain dashboards, reports, visualizations, and recurring performance summaries that communicate customer experience findings to internal stakeholders.
Assist with customer research and feedback activities, including survey development, interview or focus-group support, response analysis, and monitoring of satisfaction and engagement measures.
Develop and maintain customer personas, journey maps, service blueprints, and other tools that represent customer needs and experiences across touchpoints.
Support the design, coordination, implementation, and tracking of customer experience and education initiatives that align with organizational goals and applicable regulatory requirements.
Partner with cross-functional teams to collect information, document requirements, coordinate deliverables, and support the adoption of customer experience improvements.
Track key performance indicators, project outcomes, risks, and follow-up actions; identify data quality or performance issues and escalate them as appropriate.
Prepare presentations, summaries, recommendations, and other materials that translate complex information into clear language for varied audiences.
Build working relationships with internal teams and as assigned, customers, community organizations, and other external stakeholders to support customer-focused initiatives.
Stay informed about customer experience practices, analytics methods, utility industry developments, and relevant customer expectations; recommend improvements to tools and work processes.
Manage assigned work with attention to accuracy, timelines, confidentiality, and changing priorities, seeking guidance when scope, risk, or complexity exceeds the role’s authority.
Serve as a strategic advisor to leadership by assessing the current and future state of customer experience, identifying industry trends, and applying industry best practices to align customer experience strategies.
Partner with internal stakeholders and cross-functional teams to design and execute customer experience and education initiatives aligned with organizational goals and regulatory requirements.
Develop and maintain customer personas to guide decision making and communication.
Provide mentorship and guidance to Customer Strategists, fostering skill development, strategic thinking, and professional growth.
Analyze customer data, including segments, behaviors, journey mapping, and experience insights to identify trends, needs, and opportunities and inform end-to-end customer experience improvements.
Leverage data analytics, customer research, and feedback including surveys and market insights to inform strategic decisions and continuously refine customer experience strategies.
Recommend and coordinate the tailoring of utility services, products, and communication to meet the unique needs of different customer segments.
Collaborate with External Affairs to develop and execute segment-specific marketing campaigns and communication strategies that drive engagement.
Establish key performance indicators (KPIs), track outcomes and delivery insights and recommendations to leadership.
Build and maintain relationships with customer groups, internal and external stakeholders, including regulatory bodies and community organizations, to support and advance experience-specific initiatives.