Department Summary
Consumers Energy's Digital Customer Experience team is seeking a passionate business leader with ability to help drive organizational transformation. The successful candidate must be relentlessly customer focused and have a track record of leading technology projects through successful implementation.
This position is responsible for key components of Consumers Energy's Digital Customer Experience initiative, which is at the forefront of a multi-year strategy that will transform the company into a highly-focused, customer-centric organization. As the leader of a dedicated cross-functional team, the selected candidate will be responsible for the development and implementation of an integrated technology application that includes an online customer preference center and automated two-way customer communications system.
Job Description/Responsibilities
-Lead the strategic design and delivery of a best-in-class customer preference center and two-way communications system in partnership with IT and system integrator partners.
-Develop business subject-matter-expertise on project scope, integrations, vendor functions, site architecture planning, data quality improvement opportunities, and project issues/risks.
-Serve as project liaison with multiple project stakeholders; coordinate project scope with counterparts on related projects and with Digital Customer Experience leadership.
-Identify and recommend organizational and data process changes that will maximize the accuracy and value of immediate and future customer communications.
-Lead strategies that will maximize operational capability during and following system activation.
-Manage project to ensure budget, schedule and scope meet Digital Customer Experience program expectations, including performance against success metrics such as JD Power Customer Satisfaction and Customer Experience Index targets.
Requirements/Qualification
-Ability to work in a dynamic, fast-paced environment with minimal supervision
-Contagiously positive attitude
-4+ year college degree(s) in business or related field
-5+ years' experience leading major technology projects and working with cross-functional teams
-Ability to plan and manage both at a strategic and operational level
-Superb written and verbal communication skills; ability to present to a variety of audiences
-Ability to work from the Digital Customer Experience Innovation Center in Jackson, Michigan a minimum of 2 days per week. Remaining days may be from any one of Consumers Energy's 20+ Michigan locations and/or from a home office.
The position will be filled at a level commensurate with the successful candidate's education and experience.
