Vice President - Customer Service

Iberdrola•Orange, CT

1d•Onsite

About The Position

This role leads the digital product and customer experience organization, in addition to IT digital solutions, big data, and customer communications functions. It is responsible for leading the entire customer experience lifecycle, from generating insights to product and communication development, implementation, and operational ownership. The goal is to deliver best-in-class customer, employee, and digital experiences while improving operational efficiency for the Network operating companies. A combination of senior leadership, as well as in-depth technical knowledge in the related areas is required, with the ability to balance multiple projects, and dependencies. Advanced analytical, project management, digital vision, technology, big data, marketing, and customer communications skills are required. The role involves strategic collaboration and providing specialist digital and CX consultancy to company leaders, aiming to enhance key business performance indicators. Key responsibilities include evaluating opportunities from emerging digital technologies, communication tactics, data science, and digital business models. The role also focuses on developing valuable external relationships with vendors, industry partners, and analysts, while acting as a thought leader for Avangrid Networks' digital future. Additionally, this role is responsible for building digital and customer experience (CX) fluency across the organization and leading the development of customer-centric capabilities essential for business transformation.

Requirements

Bachelor’s Degree required with Master’s Degree preferred with a minimum of 15 years relevant experience preferred or equivalent work experience.
Executive experience in the area or at a related one.
Expert technical knowledge of core digital technologies, solutions, and partner opportunities.
Executive experience with digital transformation implementation methodologies such as Agile, scrum, and continuous integration.
Technical knowledge of core customer operations functions (billing, remittance, collections, contact center, digital), customer research techniques, customer communications, project management, budgeting, and compliance.
Formal regulatory experience.

Nice To Haves

Expert at the development of cross-business digital and CX transformation.
Expert at leading a combination of both business and technical skills across a large enterprise organization.
Able to lead and motivate diverse teams of professionals.
Able to work with all levels of management to produce exceptional results on time and on budget.
Able to work cross-functionally and globally within Iberdrola.
Knowledge of Digital technologies and best application to our customers.
Demonstrated exceptional analytical, project management, and communication skills.
Experienced in the application of customer research techniques to drive optimal customer experiences.
Knowledge of electric and gas operations.
Knowledge of financial budgeting, compliance reporting, and performance management.
Knowledge of customer communication strategies, techniques, and costs.
Proven ability to work within a matrix environment, including nationally and globally dispersed teams.
Senior level Customer Experience or Digital professional with a proven track record of success managing complex multi-disciplined teams.

Responsibilities

Lead the Digital and CX CoE function with both business and IT digital teams along with CX and Customer Communications.
Design, develop, and implement the digital transformation roadmap and customer journeys.
Develop and implement strategy to optimize customer experience.
Develop, understand, and implement comprehensive customer research programs across Avangrid Networks.
Be the executive leader for Digital across the Avangrid Networks companies by providing consultation and strategic oversight to the leadership team.
Own all digital platforms across the Networks operating companies at a leadership level.
Develop comprehensive action plans based on customer satisfaction plans to identify customer gaps and identify solutions to fill.
Develop and implement all Avangrid Networks customer communications.
Develop and implement customer marketing strategy of customer-facing products, programs, and self-service offerings.
Lead the IT digital and big data teams, and collaborate with trade organizations and industry peers to identify new digital technology which improves customer experience/satisfaction while delivering cost efficiency.
Lead the customer communications team to drive a proactive communication strategy across the operating companies.
Implement comprehensive customer service quality programs cross-functionally at every Avangrid networks company, compliant with state regulatory rules in CT, MA, ME, and NY.
Develop and implement performance reporting on progress to Customer Service targets.
Coordinate and collaborate across Iberdrola globally in relevant business areas and as part of the Global Practice Group.
Evaluate Disruptive and Technological landscapes, understanding the opportunities and threats created and translate this into a digital strategy that grows value for the company.