Customer Experience Director

Role Purpose

The Director - Customer Experience is a senior level professional with deep and extensive knowledge of and vast experience with customer service experience principles, practices, concepts, and theories who can grow, lead, and inspire a world class customer service team. Interface with key stakeholders, such as the executive team, to champion initiatives small and large. Partner with the leadership team to develop and lead execution of a comprehensive programs that aligns, engages and motivates our customer experience employees and ensures that everyone understands and prioritizes a "customer first" mindset. Responsible for championing the customer experience; interfacing with key stakeholders across the organization to push positive change.

Key Responsibilities

• Champions a corporate culture that emphasizes transparency, integrity, safety, environmental responsibility, employee development, diversity and inclusion, customer service, and operational excellence.
• Focus on customer satisfaction as measured by the JD Power Utility Customer satisfaction survey.
• Develops and implements strategic, operational and financial plans related to customer service experience.
• Ensures initiatives are aligned with corporate functional objectives considering internal and external customer experience.
• Communicate and guide overall business goals and expectations, and support ongoing two-way communication to assure that strategies, priorities and governance are achieved.
• Manage and be accountable for overall customer service experience performance through assessment of benefit, risks and costs aligned with the business strategy of Cleco's vision.
• Achieve results by directing, overseeing and coordinating strategic functional activities, procedures, and resourcing.
• Own and oversee the development of overall functional governance, standards, procedures, processes and metrics for alignment with business goals.
• Management to ensure business expectations, goals and objectives are understood and met across customer service experience departments.
• Responsible for the performance and development of managers and high-level technical employees within their function, enabling them to deliver excellent operational performance with a customer-centric approach.
• Builds connections with internal and external stakeholders to drive success for distribution operations, emergency management and external organizations, to ensure success for all functional areas.

Qualifications

Required Education, Skills & Experience

• Bachelor's degree required
• 10+ years of related experience (technical background highly preferred)
• 5+ years people management experience
• Experience and ability to lead staff across projects towards a common vision
• Core knowledge of function's principles, theories and concepts and
• Ability to negotiate and influence with a consultative approach
• Strong knowledge of leading practices for their practice area
• Strong planning and project management skills
• Strong interpersonal, communications, negotiation, writing, speaking, and listening skills
• Strong analytical and critical thinking skills to interpret business, workforce and KPIs/metrics into actionable insights and decision making
• Ability to exercise sound judgment with little direction/guidance but also knows when to escalate issues to their Vice President
• Proficient at functioning effectively within a team environment, present ideas and opinions in a respective and collegial manner
• This level is based only on availability in approved org design/structure; strict adherence is required.
• Progression to this level is strictly restricted on the basis of critical individual capabilities and business requirements

Primary Competencies (to view competency definitions please refer to "Competency Framework Definitions- Proficiency Contributing Strategically")

BEHAVIORAL

• Attracts top talent
• Balances stakeholders
• Builds effective teams
• Business insight
• Communicates effectively
• Courage
• Demonstrates self-awareness
• Develops talent
• Drives Results
• Drives vision and purpose
• Ensures Accountability
• Instills trust
• Nimble learning
• Plans and Aligns
• Strategic mindset
• Safety

TECHNICAL

• Analytical skills
• Compliance

May perform other duties as assigned.
Salary dependent on experience, skills, education, and training.