Description
digital engagement
dashboard automation
product lifecycle
customer insights
survey analytics
vendor management
The Director of Customer Strategy, Innovation, and Performance is responsible for leading a comprehensive customer-focused strategy that integrates insights and digital innovation, This role oversees the development and execution of customer experience initiatives, digital product strategies, ensuring alignment with business goals, regulatory compliance, and customer satisfaction
- Drive digital engagement strategies, including self-service tools and digital communications.
- Lead and mentor cross-functional teams, including managers and analysts across insights, digital.
- Develop and share best practices to improve customer satisfaction and reduce detractors.
- Lead product lifecycle management from ideation to launch, ensuring alignment with customer needs and business objectives.
- Manage customer strategy working groups and initiative completion with multiple functions.
- Serve as a key advisor to the Chief Customer Officer on customer experience, digital transformation
- Oversee the creation and automation of dashboards and KPIs for customer service performance.
- Lead the customer insights program, including survey design, analytics, and performance metrics.
- Analyze customer behavior and product performance to inform innovation and continuous improvement.
- Manage relationships with external survey vendors (e.g., JD Power) and internal stakeholders.
- Champion a culture of innovation, accountability, and continuous improvement.
- Define and execute the digital customer product vision and roadmap.
- Foster collaboration across departments including IT, Legal, Finance, Operations, and Customer Service.
Requirements
problem solving
bachelor's
10+ years
leadership
sap
data visualization
- Strong analytical, strategic thinking, and problem-solving skills.
- Bachelor’s degree in Business, Economics, Finance, Marketing, or a related field. Advanced degree preferred.
- Excellent communication, presentation, and stakeholder management skills.
- 10+ years of experience in customer insights, digital product management, preferably in the utility industry.
- Expertise in customer experience design, digital innovation, and regulatory frameworks.
- Travel up to 25% as required
- Proven leadership experience managing cross-functional teams and complex projects.
- Proficiency in SAP, Microsoft Office Suite, and data visualization tools.
Benefits
American Water is also proud to offer employees learning opportunities and work experiences to grow professionally!
$124,800 - $198,900
In addition to compensation, you will be offered a comprehensive benefits package including 401(k),Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental and vision coverage, plus disability, paid time off, life insurance, voluntary benefits, health and wellness programs and much more!
The base salary range represents a good faith salary range for this position. This position is eligible for annual incentive pay and has the opportunity for continued salary growth. If you are hired at American Water your base salary compensation will be determined based on factors such as market, geography, skills, education and/or experience. At American Water, we are committed to pay equity.
- Standard office environment.
Training + Development
Information not given or found
