Manager - Customer Journey

Description

• 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

• 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

Training + Development

Interview process

Visa Sponsorship

Security clearance