Vice President - Customer Experience

JOB SUMMARY

The Vice President - Customer Experience provides executive leadership for customer experience strategy, aligning programs, policies, and initiatives with organizational priorities while driving continuous improvement and service excellence.

Essential Functions

• Establishes and drives performance standards, service delivery models, and continuous improvement initiatives using defined metrics to optimize efficiency, accuracy, and customer outcomes.
• Leads strategic planning, policy development, and enterprise alignment efforts to ensure customer operations support overall business, financial, and operational objectives.
• Drives digital transformation of customer operations, including advancing the enterprise use of AMI data to enhance customer engagement, operational performance, and data-driven decision-making.
• Adopts and optimizes advanced customer relationship management technologies, including agentic AI and automation tools, to enhance customer engagement, service delivery, and operational efficiency.
• Oversees resolution of complex and high-profile customer issues, ensuring coordinated, timely, and effective outcomes across the organization.
• Serves as a member of the Executive Management Team and reports to the Senior Vice President.

Minimum Requirements

• Bachelor’s Degree in Business Administration, Public Administration or related field from an institution accredited by a recognized accrediting agency.
• Ten years’ increasingly responsible professional experience in customer service or general business operations to include five years’ management/supervisory experience.
• Valid Texas Class “C” Texas Driver’s License.

Knowledge and Skills

• Knowledge of Customer Service operations, industry trends, and emerging best practices, including digital transformation, AMI-enabled services, and data-driven customer engagement.
• Knowledge of pertinent Federal, State, and local laws, statutes.
• Knowledge of data analytics, performance measurement frameworks, and the application of AMI data to improve customer outcomes, operational efficiency, and revenue accuracy.
• Knowledge of advanced customer relationship management (CRM) systems, including emerging capabilities such as agentic AI and automation tools used to enhance customer interactions, service delivery, and operational efficiency.
• Skills in leveraging enterprise systems, analytics tools, and customer platforms to support decision-making and operational performance.
• Skills in utilizing a personal computer and associated software programs.
• Ability to communicate complex, technical, financial, and operational information effectively to executive leadership, governing bodies, and the public.
• Ability to analyze complex, enterprise-level challenges, assess risk, and implement solutions that balance customer, operational, and financial impacts.
• Ability to plan, manage, and optimize departmental budgets and resources in alignment with organizational goals and key initiatives.
• Ability to research, evaluate, and implement innovative service delivery models and operational improvements.
• Ability to exhibit high standards of business and personal ethical conduct, leadership, teamwork, positive attitude, accountability, and organizational stewardship.
• Ability to build and maintain effective working relationships with internal staff, executive leadership, Board of Trustees, elected officials, vendors, and community stakeholders.

PHYSICAL DEMANDS AND WORKING CONDITIONS

• Working conditions are primarily in an office environment.
• Physical requirements include visual acuity, speech, and hearing; hand and eye coordination and manual dexterity necessary to operate basic office equipment.
• Sitting, walking, or standing to perform the essential functions.
• May operate a company or personal vehicle.
• May be required to work hours other than regular schedule such as nights and weekends.