Director, Voice of the Customer and Customer Experience Strategy

Company: Eversource
Location: Manchester
Posted on: May 13, 2022

Job Description:

Check out this video and find out why our team loves to work here! This role is responsible for leading the organization that designs and executes strategies to obtain voice-of-the-customer insights, communicates those insights broadly to internal stakeholders, and guides the design and analysis of customer experiences delivered by Eversource. Essential Functions: Oversee the design of the voice-of-the-customer insight program, including digital surveys, voice surveys, focus groups and other channels for gauging customer satisfaction; manage third-party vendor partners as necessary Oversee benchmarking efforts to document best-practices and KPIs both within the utility industry and among relevant organizations outside of the utility industry. Lead the development and delivery of reporting and analysis of customer satisfaction metrics and other key indicators of success in delivering customer experiences. Support regulatory proceedings with relevant customer insights as needed. Present customer satisfaction trends and driver analysis to senior management, advise on operational and communications priorities to achieve CSAT goals, and provide project management oversight of the portfolio of initiatives arising from those priorities. Oversee investigations of, and responses to, executive inquiries and analyze cases to determine process/policy improvement opportunities. Manage customer email strategy and execution. Oversee I Am Eversource program. Oversee team of project managers assigned to customer experience initiatives. Manage a team of approximately 20 professionals, ensuring team and individual objectives are met while achieving high employee engagement. Technical Knowledge/Skill/Education/Licenses/Certifications: Technical Knowledge/Skill: Working knowledge of statistical analysis and tools and techniques for gauging customer sentiment, tracking customer satisfaction and producing reports for stakeholder consumption. Demonstrates competency and proficiency in oral and written communications; is customer driven; displays initiative; accepts responsibility; holds others accountable; participates in and facilitates team effectiveness; assumes the role of team leader; thinks and acts analytically; makes sound decisions to support the mission; applies knowledge and skill to solve problems and respond promptly, appropriately and constructively to employees. Education: BA or master's degree in engineering, statistics, computer science, business administration, communications, sociology, public relations, or the equivalent Experience: A minimum of twelve (12) years of professional experience in communications, community or public relations. Licenses & Certifications: None Working Conditions: Must be available to work emergency restoration assignment as required. Must be available to travel between MA/CT/NH as necessary. Work is performed primarily in an office environment, which requires sitting, standing and general movement throughout the office area. Manages a workforce that operates on a 24 hour, 7-day per week basis in multiple locations. This will require visiting multiple locations on a frequent basis. Attends to problems in off-hours and for extended periods. While performing the duties of this job, the employee is frequently required to sit, stand, talk, and hear. The employee is frequently required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and or move up to 15 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Mental Aspects: Work involves calculating, comparing, technical writing, editing, planning, evaluating, interpreting, organizing, consulting, analyzing, designing, documenting, specifying, coordinating, implementing and presenting. This role works in an environment that often requires the performance of multiple simultaneous activities, where deadlines need to be met and work is performed under pressure while involving significant business commitments and results. Coordinates emergency response activities that could last for extended periods. Leadership Behaviors/Competencies: Set and Communicate Direction and Priorities Cascade and translate strategies into action plans. Communicate goals and priorities (company, department, team); ensure line of sight Drive accountability/monitor progress Communicate, communicate, communicate Build Trusting Relationships Role model honesty and integrity in all communication and actions Balance "getting results" with concern for individual needs Have honest dialogue with employees; get to know them Track commitments and follow-up Manage and Develop People Create individual development plans with direct reports Set realistic performance objectives Give ongoing, honest feedback; coach for success Differentiate performance and provide rewards and recognition Foster Teamwork and Cross-functional Collaboration Surface and address competing goals Encourage cooperation/remove obstacles between functions Conduct teambuilding/development processes Encourage collaboration Guide team in translating organizational goals into day-to-day work Create a Diverse, Inclusive Workforce Involve employees/seek input in decision making, on continuous improvement ideas and change Diversify staff, where possible, in hiring/promotions Seek opportunities to utilize diverse suppliers Lead Change Exhibit a "can-do" attitude to successfully develop and implement changes in strategy, priorities and work processes Respond positively to new demands or circumstances Act optimistically to influence others to embrace change Focus on the Customer Ensure that we have processes in place to deliver on our customer promise and provide superior customer service Be a role model for the business on delivering superior customer service Worker Type: Regular Number of Openings: 1 EEO Statement Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status. VEVRRA Federal Contractor Vaccination Information: Eversource requires all new employees to be fully vaccinated for COVID-19 by their first day of employment. If you have any concerns regarding compliance with this requirement, you will need to discuss your concerns with Eversource's HR department after you have been made a conditional offer of employment. Eversource does not require applicants to discuss vaccination status prior to receipt of a conditional offer of employment and complies with all applicable laws. Emergency Response: Responding to emergency situations to meet customers' needs is part of every employee's role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.

Keywords: Eversource, Manchester , Director, Voice of the Customer and Customer Experience Strategy, Executive , Manchester, New Hampshire