Sr Project Manager CUC

The base salary range for this position is dependent upon experience and location, ranging from $103,939 to $149,413

Job Summary

The position of Customer Journey Manager sits within the Customer Service department that services all operating companies within Avangrid Management Company. Avangrid is part of Iberdrola, a global energy leader, the number-one producer of wind power, and one of the world's biggest electricity utilities by market capitalization. The group supplies energy to over 100 million people in the countries in which it operates.

We’re looking for an experienced professional who will ensure customer satisfaction and trust amongst Avangrid’s family of leading brands. In this role, you will be responsible for continuously looking for ways to improve business operations and products, ensuring that customers do not face cringeworthy experiences. This position is intended for someone who is customer obsessed, consistently works to uncover opportunities to improve the brand’s reputation and can work cross-functionally to solve issues.

With customer centricity as a key pillar of our business, we need someone who will be our customers’ greatest internal advocate. The scope will include surfacing issues and coordinating with the appropriate teams to solve, as well as identifying operational gaps which need immediate fixing to provide a better journey for our customers. 

We are looking for someone who is data-driven, and also understands the importance of empathy and compassion as it relates to serving customers. This person is excited to map customer interactions and ultimately deliver a seamless experience to our customer base of 3M+ households. 

You’ll be working on a national team alongside other team members focused on Quality, Product, Operations, Strategy and Research & Insights to help achieve the team and company objectives. You will support the marketing and customer experience strategy across all operating companies within the Avangrid company covering the current states of Maine, Connecticut, New York, and Massachusetts. 

Key Responsibilities

• Track customer journeys experiences across all channels of interaction.
• Collaborate cross functionally to enhance customer services and brand awareness.
• Align customer journeys with marketing initiatives.
• Inform customers about new product features and functionalities.
• Identify customer needs and take proactive steps to maintain positive experiences.
• Review customer queries to determine root cause analysis and coordinate with teams to develop processes and products to mitigate such issues.
• Analyze customer feedback on product ranges and new releases.
• Document processes and issues, as well as customer compliments and complaints at a macro and micro level.
• Gain a deep understanding of the customer experience and lifecycle.
• Identify and fill gaps that improve customer experience and drive growth.
• Scope and prioritize activities based on business and customer impact.
• Understand all company subsidiaries and product offerings.
• Represent the company by speaking with customers to solicit feedback on services and performance.
• Evaluate promotional plans to ensure that they are consistent with the roadmap.
• Act as a customer advocate.
• Support processes which achieve the business goals and objectives with regards to customer service.
• Own NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other customer metrics.
• Identify new tools and technologies to better serve the customer. Test, negotiate and implement them.
• Drive better customer satisfaction through services, features, and journey enhancements.
• Use customer insights and analytics to identify companywide improvements and present these to the team/senior stakeholder peers.
• Develop measurement framework to grow and analyze customer satisfaction and engagement.
• Work closely with engineering, operations, legal, product, digital, customer service, PR, and executive teams to bring products to market, to develop and grow business opportunities.

Required Qualifications

• Bachelor’s Degree in business or related field required (or equivalent work experience).
• 8 years min. related work experience required.
• Proficiency in analyzing customer data and trends
• Proven experience developing and executing strategies to optimize the customer experience
• Experience analyzing customer feedback and data to inform future backlogs for product/journey enhancements

Preferred Qualifications

• In-depth knowledge of customer engagement channels and experience in a similar industry.
• Extensive experience in gathering and interpreting customer experience information.
• Strong problem-solving and interpersonal skills.
• Skilled at working effectively across teams.
• Strong customer-centric values with a patient, upbeat and positive attitude.
• Good attention to detail, versatility, and organizational skills.
• Track record of balancing analytical strategic thinking with quick decision-making, change management, and timely execution.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.
• Excellent written and verbal communication skills.
• Demonstrate ability to motivate and communicate with others at all levels
• Proven ability to generate continuous improvement in daily operations.
• External awareness of the global utilities & other industry to identify opportunities for the Iberdrola group.
• Data-driven mentality to approaching and prioritizing issues. 
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment.
• Passion for serving as the voice of the customer.
• Requirement to travel within Iberdrola/Avangrid operating areas as appropriate.

Competencies (this is standard for all jobs)

• Growth & Continuous Improvement
• Initiative & Change
• Focused on Results
• Customer Centric (internal and/or External)
• Communication
• Collaboration
• Leadership (people managers/leaders)

#LI-OFFICE
#LI-ER1

Company:

AVANGRID SERVICE COMPANY

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country

AVANGRID’s employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at [email protected]

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables

Job Posting End Date:

March-11-2025