Chief Customer Experience Officer

Company: JEA
Location: Jacksonville
Posted on: October 19, 2024

Job Description:

Job Description - Chief Customer Experience Officer (13005)Under the direction of the Chief Executive Officer, JEA's Chief Customer Experience Officer will provide executive vision and leadership for JEA's customer-centric initiatives, fostering collaboration and strategic direction across the enterprise. As a key member of the executive team, the Chief Customer Experience Officer will champion a customer-first approach across the organization, developing and approving initiatives to enhance people, processes, and systems that directly impact the customer experience. Responsible for transforming customer interactions, the CCEO oversees the following business units: Brand and Content Management, Strategic Customer Engagement, Residential Customer Experience, Business Client Relationships, Customer Revenue, Community Outreach and Volunteerism, and Digital Customer Engagement.Position Description:

• Create, develop, and implement the group's overarching strategic direction, nimbly leading the team to achieve organizational goals and objectives;
• Promote and foster an organizational culture of integrity, ethical decision-making, and commitment to JEA's values;
• Develop and implement a comprehensive customer experience strategy aligned with the company's mission and objectives;
• Serve as a member of the executive team, contributing to overall company strategic direction;
• Act as the voice of the customer within the organization, advocating for their needs and preferences during decision-making processes;
• Build and nurture a customer-centric culture across the enterprise;
• Oversee the design and optimization of the customer journey, ensuring a seamless and delightful experience at every touchpoint;
• Oversee systems and processes used for gathering, analyzing, and acting on customer feedback;
• Work closely with electric and water operations, marketing and communications, external affairs, finance, technology and other business units to ensure alignment on customer experience goals;
• Identify opportunities for process improvements and innovations that enhance the customer experience;
• Stay informed on industry trends and best practices to ensure the customer experience continues to exceed expectations;
• Lead and mentor high-performing customer experience teams;
• Improve efficiency in the Customer Experience organization by driving productivity, increasing automation, and enhancing self-service;
• Leverage technology to create digital capabilities and automation where possible;
• Bring a strong understanding of the complexity and nuances of different customer segments and the ability to develop a customer journey lifecycle that is strategically tailored;
• Find the narratives behind the metrics - be able to review reports and correlate data sets to determine the story behind the numbers to create an accurate picture of the customer behind the scenes;
• Maintain voice-of-the-customer programs and ensure efficient analytics and reporting to promote a data-driven approach to the achievement of customer satisfaction;
• Step in to resolve escalated customer support requests. Collaborate with various operations teams to ensure memorable and positive customer outcomes regardless of their issues;
• Hold final decision power on customer-facing initiatives and ideation to better serve the customers' needs;
• Oversee JEA's branding, marketing, media, communications, and community engagement strategies;
• Oversee the development and translation of branding strategies into multi-media marketing including but not limited to print, radio, web, and television ads;
• Develop and execute strategies for the design of new customer programs, products, services, and solutions;
• Ensure the accuracy of customer billing, and data management;
• Manage JEA's financial risk through the development and implementation of customer credit and collection best practices;
• Provide direction and leadership to support the development and implementation of a Demand Side Management (DSM) program;
• Coordinate outreach to potential strategic partners, key industry affiliations, public policy entities, and policy influencers.Qualifications:
  • The successful candidate will bring fifteen (15) years of progressively responsible experience in the utility industry, leading customer centric programs and initiatives. Key to success in the role will be the demonstrated ability to lead, inspire, and invigorate large, diverse teams and stakeholders. Mastery in the ability to influence outcomes will be a measure of success;
  • Demonstrated agility leading in complex and dynamic environments. Clear precision around the management of all initiatives with crisp execution, he/she will bring to the challenge a track record of staying ahead of the curve, providing forward-thinking guidance around all utility customer related issues and challenges on the horizon;
  • An undergraduate degree in business, economics, engineering or a related field is required. An MBA or MPA will be considered a plus.Work Locations:225 N Pearl Street, Jacksonville, FL 32202Job Posting:Sep 27, 2024, 12:56:01 PMClosing Date:Oct 28, 2024, 8:59:00 PMBenefits Summary:JEA offers a generous benefits and compensation package, with most benefits starting on your first day of employment.--- Paid Time Off: 13 paid holidays plus an exceptional annual leave benefit to be used for vacation, personal and sick time.--- Medical: Three comprehensive medical plans offered as options for you and your dependents-including one plan with 100% paid coverage for the employee.--- Other Benefits: Exceptional benefits package beginning from first day of employment.--- Health accounts - employer sponsored HSA and HRA.--- Life insurance, accidental death & dismemberment, short-term and long-term disability and more.--- Retirement: JEA provides a great benefits and retirement package for its employees. Employees may begin participation in the 457 Deferred Compensation Plan on day one of employment. Employees have the flexibility to choose from a variety of investment options to help them achieve their retirement goals.To encourage our employees to develop and maintain good health, JEA offers access to the Healthy Lifestyles Wellness program as well as 11 onsite fitness centers. From annual flu shots and biometric screenings to health risk assessments and periodic access to an on-site mobile mammography unit, the program offers something for everyone.
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Keywords: JEA, Port Orange , Chief Customer Experience Officer, Executive , Jacksonville, Florida