VP - Digital Strategy & Cust Exp

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 the 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, 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.
• Required Qualifications:
• Bachelor's Degree required. (Master's Degree preferred)
• 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.

Requirements

• 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 a diverse team 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 Digita

Benefits

Additional Information

The base salary range for this position is dependent upon experience and location, ranging from: $219,000 - $274,000

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