Sr Manager Customer Experience

CPS Energy • San Antonio, TX

17h • Onsite

About The Position

The Senior Manager for Customer Experience of Project Delivery leads planning and delivery of customer experience projects and initiatives that translate customer insights and business needs into measurable customer and business improvements. This role provides leadership for the Customer Experience Project Delivery portfolio, including prioritization, resource and capacity planning, project and change delivery practices, risk and dependency management, and evaluation of outcomes. The Senior Manager leads and develops managers and project professionals and partners across the organization to deliver complex, cross functional initiatives while incorporating customer needs and potential impacts throughout project planning and implementation.

Requirements

• Ability to translate customer insights and business needs into executable initiatives.
• Experience leading complex, cross-functional projects, programs, or portfolios and managing associated risks, dependencies, and competing priorities.
• Demonstrated ability to prioritize project portfolios and manage resource and capacity planning.
• Knowledge of organizational change management and customer impact planning.
• Ability to establish and measure customer and business outcomes.
• Experience leveraging data and customer insights to support business decisions.
• Ability to influence decisions and build alignment across multiple levels and functions of the organization.
• Ability to develop strategic objectives, goals, and action plans.
• Strong organizational and time management skills and the ability to manage changing priorities in a fast-paced work environment.
• Strong communication skills with the ability to present complex information clearly and effectively interact with various levels of executives, management, staff, and external customers.
• Completed Bachelor's degree in Business Administration, Project Management, Organizational Leadership, Customer Experience, Human Centered Design, or a related field, or equivalent relevant experience.

Nice To Haves

• Master’s Degree in a related field.
• Demonstrated experience delivering complex projects, process improvements or business transformation initiatives
• Experience leading complex projects and programs using and adapting multiple project delivery approaches, including Agile/Scrum, Waterfall, Lean, or hybrid methodologies.
• Experience in utilities, regulated industries or complex service organizations.

Responsibilities

• Provides oversight of customer experience projects and initiatives from definition through implementation and post implementation evaluation, with work prioritized and delivered to established customer and business expectations.
• Promotes the use of customer centered design practices in the planning and delivery of customer and employee experience improvements, leveraging customer research and data insights across CPS Energy.
• Leads the Customer Experience Project Delivery portfolio, establishing priorities, sequencing work, and aligning resources and capacity to organizational priorities.
• Partners with Customer Research & Insights and CX Data & Platforms to translate customer feedback, research, journey insights, segmentation and performance data into actionable improvement opportunities.
• Incorporates customer needs and potential impacts into project planning, design, implementation, and measurement while aligning initiatives with organizational priorities.
• Identifies and escalates portfolio-level risks, dependencies and barriers to successful delivery.
• Establishes expectations for project success measures and evaluation of customer and business outcomes.
• Establishes and promotes consistent project management, change management, and continuous improvement practices across the project portfolio.
• Partners across the organization, including EIT and other business areas, to define business needs and support the planning and delivery of complex, cross functional initiatives.
• Leads and develops managers and project professionals responsible for customer experience initiatives and builds consistent project and change delivery capabilities across the function.
• Provides guidance to employees in addressing complex project, business, and delivery challenges.
• Implements corporate and departmental policies, procedures, and service standards for project/program delivery.
• Manages applicable regulatory and business risks by using established methodologies and control plans aligned with compliance requirements.
• Manages project resources and external vendor and consultant relationships.
• Remains current on best practices and new strategies related to Customer Experience and project delivery.
• Hires, trains, supervises and evaluates staff.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager