Serve as a strategic advisor for business functional teams by providing deep subject matter expertise, operational insights and high impact process recommendations across business functions.
Represent functional operations in major program activities, shaping business process design, policy and procedure development, business benefits, KPIs and future state functional architectures.
Identify, assess and communicate broad operational impacts of proposed changes, proactively addressing enterprise level risks and misalignments.
Guide business functional testing strategy, inform training and change design and ensure user adoption approaches enable sustainable transformation.
Partner with cross functional leaders to ensure end-to-end business process integration and customer centric operational continuity.
Champion enterprise continuous improvement by elevating systemic pain points and shaping long-term design decisions.
Lead development of enterprise performance metrics, reporting frameworks and post implementation value realization measures.
Drives digital experience by defining and validating customer facing interfaces within CIS and related systems.
Map customer journeys across billing, payment and outage self-service.
Provide UX input into portal/mobile design, ensuring accessibility and usability.
Partner with Technology teams to validate front-end integration within CIS.

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.
7+ years in operations, business process improvement or service delivery.
Familiarity with Xcel Energy OneWay policies and procedures (preferred).
Process Methodology Certification(s)
Six Sigma, Lean, Agile, Promod, Waterfall, etc. (preferred).
Mentorship or Leadership experience (preferred).

Principal Business Functional Consultant, Customer and User Experience

Key skills