Customer Experience Consultant, Transformation

Role Overview

• Supports business readiness and transformation activities within a defined business domain.
• Conducts analysis, documents requirements, supports process design and ensures operational considerations are incorporated into project deliverables.
• Identifies functional gaps, evaluates impacts and partners with peers to ensure future-state processes are feasible, customer centric, and aligned to business needs.
• Partners with cross-functional teams, including program/project teams, Business Area leaders, and frontline supervisors.
• Drives digital experience by defining and validating customer facing interfaces within CIS and related systems.
• Maps customer journeys across billing, payment and outage self-service.
• Provides UX input into portal/mobile design, ensuring accessibility and usability.
• Supports business functional teams by providing subject matter knowledge for a defined set of business processes.
• Participates in program activities (e.g., business process design, policy/procedure development, operational planning) by documenting requirements, business impacts, KPIs and functional designs.
• Identifies and communicates operational impacts of proposed changes, escalating risks or misalignments to senior team members.
• Supports business functional testing, training development, and user adoption efforts by ensuring content reflects business realities.
• Champions continuous improvement by surfacing operational pain points, feedback and employee insights to inform delivery efforts.
• Provides input into performance metrics, reporting needs and post-implementation success criteria when applicable.

Requirements

• Bachelor’s degree in business or related field; or equivalent combination of training and relevant experience.
• Strong understanding of utility processes and performance drivers.
• Excellent communication, critical thinking and problem-solving skills.
• 3+ years in operations, business process improvement or service delivery.
• Familiarity with Xcel Energy OneWay policies and procedures.
• Process Methodology Certification(s)
• Six Sigma, Lean, Agile, Promod, Waterfall, etc.

Benefits

• Annual Incentive Program
• Medical/Pharmacy Plan
• Dental
• Vision
• Life Insurance
• Dependent Care Reimbursement Account
• Health Care Reimbursement Account
• Health Savings Account (HSA) (if enrolled in eligible health plan)
• Limited-Purpose FSA (if enrolled in eligible health plan and HSA)
• Transportation Reimbursement Account
• Short-term disability (STD)
• Long-term disability (LTD)
• Employee Assistance Program (EAP)
• Fitness Center Reimbursement (if enrolled in eligible health plan)
• Tuition reimbursement
• Transit programs
• Employee recognition program
• Pension
• 401(k) plan
• Paid time off (PTO)
• Holidays
• Volunteer Paid Time Off (VPTO)
• Parental Leave