Vice President - Digital Strategy & Customer Experience

Job Summary

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.

Key Responsibilities

• Evaluate opportunities from emerging digital technologies, communication tactics, data science, and digital business models.
• Develop, understand, and implement comprehensive customer research programs across Avangrid Networks.
• Lead the IT digital and big data teams, collaborate with trade organizations and industry peers to identify new digital technology which improves customer experience/satisfaction while delivering cost efficiency.
• Implement comprehensive customer service quality programs cross-functionally at every Avangrid networks company, compliant with state regulatory rules in CT, MA, ME, NY.
• 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.

Preferred Qualifications

• 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 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.

What We Offer

• Competitive benefits and growth opportunities
• Generous performance-based bonuses
• 12% 401(k) match
• Comprehensive health, dental, and vision insurance
• Tuition reimbursement
• Professional development and clear career-advancement pathways