Principal Business Customer Transformation Process Governance
About The Position
The Principal Business Functional Consultant serves as a strategic business partner within the Customer Core business area, driving enterprise-level transformation outcomes. The role provides subject matter expertise, operational insights, and process recommendations to support business readiness and successful delivery of transformational and major project initiatives. Focused on non-technical domains, the consultant connects current operations with future-state capabilities by representing functional needs, identifying gaps, and enabling sustainable change through collaboration, communication, and stakeholder engagement. The role influences senior leaders, guides cross-functional teams, and helps ensure customer-centric outcomes are prioritized and operationalized. The position represents functional operations in major program activities and shapes business process design, policies, procedures, benefits, KPIs, and future-state functional architectures. It guides testing strategy, training and change design, and user-adoption approaches. It also establishes enterprise process governance, standards, documentation practices, ownership models, and governance forums, and stewards the enterprise process repository. The role monitors adherence to approved process designs and transformation objectives, addresses risks and gaps, and supports value realization through measurable outcomes and operational performance targets. Xcel Energy supports a hybrid work model. Many roles are expected to work onsite three days per week, Tuesday through Thursday, although expectations vary based on role, team, and business needs.
Requirements
- Bachelor’s degree in business or a related field, or an equivalent combination of training and relevant experience.
- Strong understanding of utility processes and performance drivers.
- Excellent communication, critical-thinking, and problem-solving skills.
- At least 7 years of experience in operations, business process improvement, or service delivery.
Nice To Haves
- Experience with Signavio (SAP).
Responsibilities
- Serve as a strategic advisor to business functional teams, providing subject matter expertise, operational insights, and process recommendations.
- Represent functional operations in major program activities and shape business process design, policy and procedure development, business benefits, KPIs, and future-state functional architectures.
- Identify, assess, and communicate operational impacts of proposed changes, addressing enterprise-level risks and misalignments.
- Guide business functional testing strategy and inform training and change design to support sustainable user adoption.
- Partner with cross-functional leaders to support end-to-end business process integration and customer-centric operational continuity.
- Champion continuous improvement by elevating systemic pain points and shaping long-term design decisions.
- Lead development of enterprise performance metrics, reporting frameworks, and post-implementation value realization measures.
- Establish and maintain business process governance frameworks, including process ownership models, decision rights, escalation paths, and approval structures.
- Lead governance forums and stakeholder councils to facilitate decisions, issue resolution, prioritization, and alignment across business and technology teams.
- Define and enforce enterprise process standards, methodologies, documentation requirements, and modeling practices.
- Steward the enterprise process repository, maintaining process hierarchy integrity, ownership accountability, version control, and process documentation.
- Partner with business leaders to establish process ownership, accountability models, and governance metrics.
- Monitor adherence to approved process designs, governance standards, and transformation objectives; identify risks, gaps, and corrective actions.
- Provide governance oversight to ensure process changes align with strategic objectives, measurable outcomes, and operational performance targets.
Benefits
- Annual incentive program
- Medical/pharmacy plan
- Dental insurance
- Vision insurance
- Life insurance
- Dependent care flexible spending account
- Health care flexible spending account
- Health savings account (if enrolled in an eligible health plan)
- Limited-purpose flexible spending account (if enrolled in an eligible health plan and HSA)
- Transportation reimbursement account
- Short-term disability
- Long-term disability
- Employee assistance program
- Fitness center reimbursement (if enrolled in an eligible health plan)
- Tuition reimbursement
- Transit programs
- Employee recognition program
- Pension
- 401(k) plan
- Paid time off
- Holidays
- Volunteer paid time off
- Parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Senior
