Establish strategic direction for customer experience across key products, services, and customer journeys
Leverage insights to provide strategic guidance
Craft cohesive end-to-end experiences
Lead cross-functional teams in developing customer-centric solutions
Drive future state vision for enhancing customer relationships
Synthesize research, behavioral insights, operational data, and voice of the customer (VOC) to identify experience gaps
Analyze current-state journeys and processes to uncover root causes
Develop data-driven, prioritized recommendations to enhance experiences
Create cross-channel journey maps and service blueprints
Define seamless, brand-aligned future-state experiences collaboratively with teams
Lead workshops and discussions for alignment
Build low-fidelity prototypes and validate assumptions with customers
Translate insights into strategic priorities that inform investment

Bachelor’s degree
Nine (9) or more years related work experience
In lieu of Bachelor’s degree(s) AND seven (7) or more years related work experience listed above, Associate’s degree and eleven (11) or more years related work experience
Deep experience in the utility industry, with expertise in customer experience, customer research, and/or experience design (human-centered design, service design, journey mapping, UX, and/or experience strategy)
Exceptional design strategy, facilitation, and workshop synthesis skills; excels at building alignment and cross-functional collaboration
Deep understanding of customer experience (CX) principles and the ability to make sound recommendations and present insights
Master’s Degree

Principal Customer Experience Designer

Key skills