Director, Voice of the Customer and Customer Experience Strategy
Company: Eversource
Location: Manchester
Posted on: May 13, 2022
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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
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