Leading U.S. energy holding firm operating utilities and renewable power assets across 24 states.
Lead design, optimization, and management of end‑to‑end digital and traditional customer journeys.
27 days ago ago
$138,343 - $180,789
Expert & Leadership (13+ years)
Full Time
Orange, CT
Office Full-Time
Company Size
7,999 Employees
Service Specialisms
Renewable Energy
Power Generation
Transmission
Distribution
Energy Storage
Engineering
Project Management
Operations & Maintenance
Sector Specialisms
Energy
Renewable Energy
Electricity Transmission
Electricity Distribution
Smart Grids
Grid Infrastructure
Power Generation
Natural Gas Utilities
Role
Description
journey mapping
data analytics
compliance
digital integration
performance reporting
team leadership
Collaborate Across Functions: Partner with Product, IT, Marketing, Customer Care, and Regulatory teams to align journey improvements with business priorities.
Manage External Partners: Collaborate with vendors and consultants to support journey mapping, research, and design initiatives.
Lead Change Management Initiatives: Drive organizational change to embed customer journey thinking into business processes and culture.
Embed Customer-Centric Design: Ensure customer needs are at the core of all service and experience design initiatives.
Ensure Regulatory and Accessibility Compliance: Guarantee that all journey designs meet regulatory, accessibility, and cybersecurity standards.
Support Digital Transformation: Align journey initiatives with digital product development to ensure seamless integration and adoption.
Leverage Data and Insights: Use customer feedback, analytics, and behavioral data to inform journey enhancements and measure impact.
Map and Optimize Customer Journeys: Oversee the mapping of current and future-state journeys, identifying pain points and opportunities for improvement.
Develop and Lead Customer Journey Strategy: Define and implement a comprehensive customer journey strategy aligned with business goals and customer expectations.
Monitor and Report on Journey Performance: Establish KPIs and reporting frameworks to track journey effectiveness and customer satisfaction.
Manage and Mentor Journey Teams: Lead a team of journey designers and analysts, providing coaching, performance feedback, and professional development.
Represent Customer Experience in Executive Forums: Present journey insights, progress, and recommendations to senior leadership and stakeholders.
Promote Innovation and Continuous Improvement: Foster a culture of experimentation, learning, and customer empathy across the organization.
Requirements
mba
agile
digital experience
product management
analytical
change leadership
Specialist knowledge in Digital/Web and Customer Services business areas
Financial Insight Clear understanding of how customer experience initiatives impact financial performance and operational efficiency.
Strong understanding of Agile frameworks and digital transformation practices.
Resilience and Decision-Making Under Pressure Capable of making thoughtful, risk-balanced decisions in high-pressure situations to maintain service excellence.
MBA or related advanced degree
Mobility and Flexibility Willingness and ability to travel across Avangrid’s service areas to support customer experience initiatives and stakeholder engagement.
Results-Oriented Leadership Demonstrated ability to deliver impactful outcomes while managing multiple priorities and stakeholders in a dynamic environment.
Ability to prioritize and use initiative at appropriate level
Digital Experience Expertise Deep experience in digital customer engagement, including self-service platforms, omnichannel integration, and journey orchestration.
Strategic Journey Thinking Skilled at synthesizing complex customer needs, business goals, and operational challenges into a unified customer experience strategy.
Innovation Awareness In-depth knowledge of emerging technologies and digital trends (e.g., IoT, AI, social media) that influence customer expectations and behavior.
8+ years of experience in digital product management, with at least 3 years in a leadership or managerial role.
Exceptional Communication Skills Proven ability to communicate clearly and persuasively across all levels of the organization and with external partners, including negotiation and stakeholder alignment.
Experience working in a global company or matrix reporting organization
Operational Excellence Track record of driving continuous improvement in customer-facing processes and service delivery.
Challenger Mindset Confident in questioning the status quo and influencing cross-functional teams and senior leaders to adopt customer-first approaches.
Change Leadership Proven ability to lead customer-centric transformation initiatives across diverse teams and organizational cultures using Agile and other change frameworks.
Partnership Development Skilled in building and managing relationships with external partners to enhance customer experience capabilities and innovation.
Business Acumen Strong understanding of business drivers and the ability to align customer experience initiatives with measurable value and ROI.
Bachelor’s degree in Technology, Digital, Business, or related field
Industry Awareness Maintains a strong understanding of trends and best practices in customer experience across the utility sector and adjacent industries.
Well-developed negotiation/influencing skills
Strong business acumen and analytical skills
Understanding of commercial impact and opportunities of online/self-serve customer service, marketing and sales
Customer Centric (internal and/or external)
Awareness of Regulatory environment
Cross-Functional Influence Adept at working across departments and organizational boundaries to drive alignment and collaboration on customer journey improvements.
Strong communication and stakeholder management skillset
Strategic thinker and ROI delivery focused
Analytical Thinking High proficiency in interpreting customer data and journey analytics, including statistical insights, to inform strategic decisions.
Benefits
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Training + Development
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Interview process
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Visa Sponsorship
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Security clearance
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Company
Overview
47 Billion
Assets Under Management
Total value of company assets across all operations.
3.3M+ Customers
Electric & Gas Users
Over 3.3 million customers served across New York and New England.
10.0 GW
Power Generation Capacity
Combined electricity output from owned and operated facilities.
Born in 2015 from a merger with UIL Holdings, creating a national powerhouse from regional utilities.
Headquartered in Orange, Connecticut, with operations in 24 U.S. states.
Its utilities arm manages eight electric and natural gas systems.
Projects include onshore wind, solar, biomass, thermal plants, and grid upgrades.
Fully acquired by Iberdrola in late 2024, enhancing investment potential.
Key ventures include the nation's largest offshore wind project and the Maine Power upgrade.
Combines local legacy with large-scale clean energy ambition.
Culture + Values
Sustainable: We seek to be a model of inspiration for creating economic, social and environmental value in our communities and we act positively to affect local development, generate employment, and give back to the community.
Agile: We act efficiently and with passion to drive innovation and continuous improvement at both the local and global level.
Collaborative: We work together toward a common purpose and mutual benefit while valuing each other and our differences.
Environment + Sustainability
By 2030
Carbon Neutrality Target
The company aims to achieve carbon neutrality for Scopes 1 and 2.
9.3 GW
Emissions-Free Capacity
Installed capacity in wind and solar energy.
10 GW
Energy Goal
Target to generate 10 GW of emissions-free energy capacity by 2025.
70%
Emissions Reduction Goal
Aim to reduce emissions intensity by 70% by 2030 compared to 2015 levels.
One of the country’s cleanest utilities.
Compliance Leader Verification certification by Ethisphere Institute for third consecutive term.
Inclusion & Diversity
2024
Forbes Recognition
Recognized as one of Forbes America’s Best Employers for Diversity in the 2024 ranking.
300M Spend
Supplier Diversity Goal
Aim to increase spend with certified diverse suppliers to $300 million by 2025, up from $195 million in 2022.
DEI strategy focus areas: increasing diverse representation (especially in leadership), promoting equitable growth opportunities, establishing pathways for community and connection.