Consumers Energy is Michigan's largest energy provider, providing natural gas and/or electricity to 6.8 million of the state's 10 million residents in all 68 Lower Peninsula counties. Consumers Energy knows job number one is to keep the lights on for customers. We are committed to delivering reliable, clean, and affordable energy to our customers 24/7.
This position is not eligible for immigration sponsorship, e.g., H-1B, TN, etc. Please do not apply if you will need immigration sponsorship for a work visa now or in the future, including sponsorship for H-1B, TN, etc., now or in the future. We are unable to hire individuals with CPT, OPT, or STEM OPT for this position as the position is not eligible for participation in the H-1B lottery program and is not eligible for current or future immigration sponsorship for a work visa.
Location: This is a hybrid (virtual/onsite) position with required onsite days on Monday, Tuesday and Thursday and may be assigned to any Consumers Energy Service Center located throughout Michigan's lower Peninsula. The selected candidate must be within a commutable distance or willing to relocate (relocation package is available for those that qualify).
GENERAL SUMMARY OF JOB RESPONSIBILITIES
The Director, Income-Qualified Customer Experience will make it easier for eligible customers to access support with clarity, dignity, and confidence. This leader will modernize how customers are identified, guided, enrolled, and supported across programs, agencies, funding sources, digital tools, regulatory commitments, and internal teams. The mandate is clear: close eligibility gaps, reduce friction, simplify handoffs, and connect customers to support before they are in crisis. The role oversees a $100M+ annual portfolio serving approximately one-third of the customer base and is accountable for measurable improvements in enrollment, assistance capture, digital completion, energy savings, arrears and shutoff risk, customer satisfaction, partner performance, and regulatory outcomes.
WHY THIS ROLE MATTERS
Improve affordability, access, trust, and energy security for customers who often face fragmented processes and need support before crisis.
Own the full income-qualified customer journey, not just individual programs or transactions.
Identify eligible customers earlier and reduce the burden of asking for help.
Influence how the Company works with agencies, regulators, policymakers, and community organizations to remove barriers and improve outcomes.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Own and continuously improve the end-to-end income-qualified customer journey, including identification, outreach, application, enrollment, participation, follow-up, and ongoing engagement.
Design a proactive navigation model that uses data, digital tools, field and contact center insights, and community referrals to reach eligible customers earlier.
Lead strategy and performance for income-qualified offerings, energy assistance, affordability programs, EWR opportunities, and related customer support experiences.
Manage portfolio outcomes for approximately one-third of customers, including access to $225M+ in energy assistance and support for $60M in energy waste reduction performance incentives.
Establish scorecards for enrollment, assistance capture, digital completion, energy savings, customer satisfaction, arrears and shutoff risk, partner performance, and regulatory commitments.
Reduce customer and partner friction by eliminating unnecessary handoffs, paperwork, confusion, delays, rework, and other barriers to support.
Build operating partnerships with community agencies, nonprofits, advocates, state leaders, local governments, and implementation partners.
Translate customer data, journey insights, partner feedback, and operational barriers into program improvements, regulatory strategy, policy proposals, and testimony.
Advocate internally on rate design, rate case considerations, affordability impacts, and customer experience implications to advance outcomes for income-qualified and low- to moderate-income customers.
Identify, prioritize, and use the right data, analytics, customer insights, and performance measures to move the income-qualified customer experience strategy forward and improve measurable outcomes.
Lead cross-functional execution across Regulatory Affairs, Government Affairs, Legal, Finance, Customer Operations, Digital, Communications, and business units.
Build and coach a team that anticipates issues, brings recommendations, uses data, and executes with ownership.
Represent the Company externally with credibility, empathy, sound judgment, and clear understanding of customer, community, policy, regulatory, and reputational implications.
Perform other duties as assigned or as necessary.
KNOWLEDGE / SKILLS / ABILITIES
Customer journey leadership: Own journey mapping, segmentation, experience design, and continuous improvement for income-qualified customers.
Affordability and program strategy: Improve access, reduce energy burden, increase participation, and align customer outcomes with enterprise goals.
Operational execution: Turn strategy into operating model, routines, decision rights, service standards, and measurable performance.
Data and digital acumen: Use customer data, analytics, digital tools, and voice-of-customer insights to improve completion and outcomes.
Regulatory and policy influence: Shape filings, testimony, policy positions, funding mechanisms, and stakeholder coalitions.
Partnership leadership: Build trusted relationships with agencies, nonprofits, advocates, state leaders, local governments, and community... For full info follow application link.
All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, sexual orientation, gender identity or national origin.
