Sr Experience Strategist , Operations

Haven Energy•Austin, TX

12h

About The Position

At Haven, we’re on a mission to modernize the electric grid through the deployment and aggregation of solar and battery storage. Through strategic partnerships with utilities, non-profits, EPCs, and government agencies, we deploy distributed energy resources at residential and small C&I sites to build virtual power plants (VPPs) at scale. We believe that widespread, decentralized solar and storage is essential to a more resilient and sustainable energy future. We’re hiring an Experience Strategist to design and improve the post-sale customer and operator experience, across Haven’s service delivery lifecycle, from system installation through Permission to Operate (PTO) and ongoing monitoring and maintenance (O&M). This role sits at the intersection of operations, product, and customer support. You’ll ensure our systems, processes, and tools work together as a cohesive whole—not a collection of disconnected parts. You are both a strategist and builder: defining the experience vision while also driving implementation across tooling, workflows, and communication systems. You think in systems, use design thinking to cut through complexity, and are comfortable getting hands-on with CRM, automation, and AI tooling.

Requirements

Strong systems thinker—able to zoom out and into details, focused on simplifying complexity
Analytically talented — abl to take structured and unstructured data to identify patterns and root causes
Experienced in design thinking, service design, or experience strategy
Technically fluent and hands-on (CRM, automation tools, AI)
Comfortable driving ambiguous, cross-functional work
Strong facilitator and communicator

Responsibilities

Define the Experience. Craft and maintain a clear, compelling vision for the customer/partner experience from Installation > Ongoing customer engagement
Advocate for simplicity, clarity, consistency across touchpoints (design, install, support, interconnection, service, etc.)
Diagnose the Journey. Map journeys and workflows to identify friction and gaps for customer, operators, and partners. Focus on root causes across teams, tools, and processes
Drive Cross-Functional Alignment. Act as a connective layer across Product, Ops, and Customer teams. Drive alignment on priorities, tradeoffs, and experience standards
Shape Solutions & Implementation. Turn ambiguous problems into clear, executable plans. Partner with Product and Ops on implementation of processes and systems. Directly implement where needed—especially across CRM, automation workflows, and AI-enabled tools
Customer communication systems (milestone-based, automated + human touchpoints, phone and sms tooling)
CRM architecture and design to reflect real project status and facilitate easy updates
Cross-functional handoffs (Sales → Install → Service)
Fixing breakdowns in customer coordination or issue management that result in escalations
Customer, operator, and partner feedback loops
Internal and External Knowledge Bases, Agents, or Training Documentation to reduce user friction