WGL- Manager, Customer Experience

Position Summary

The Manager, Customer Experience (CX) reports to the Director, Customer Experience and will lead the execution of our utility's CX strategy by building, optimizing, and activating journey-based design initiatives that elevate customer ease, satisfaction, and loyalty. This role is rooted in human-centered design, customer journey management, and cross-functional collaboration to address pain points and elevate the customer experience.

You will guide the development of tools like customer journey maps, experience blueprints, personas, and service improvement roadmaps to influence how we design and deliver services across residential and commercial customers. Success in this role will be measured by improvements in customer satisfaction, customer effort, NPS trends, and business alignment to customer needs - not campaign performance or branding metrics. This role also includes direct management of a Customer Experience Analyst who will focus on journey mapping, insights, and feedback programs.

Tasks and Responsibilities

• Lead end-to-end customer journey and micro-journey mapping initiatives in collaboration with internal stakeholders and functional leads.

• Oversee and evolve our CX framework, ensuring consistent application of human-centered design, service blueprinting, and experience diagnostics.

• Provide leadership, coaching, and oversight for a direct report (Customer Experience Analyst), ensuring alignment on CX insights, measurement, and execution.

• Collaborate with the Customer Experience Analyst to synthesize customer data and research (e.g., NPS, call listening, ethnographic studies) into actionable strategies.

• Facilitate co-creation workshops, stakeholder interviews, customer interviews, and ideation sessions to bring cross-functional teams into the customer improvement process.

• Translate qualitative and quantitative research into artifacts like empathy maps, pain point heatmaps, and future-state experience visualizations.

• Serve as the CX team lead in synthesizing recommendations for operational and service design improvements.

• Drive alignment between CX strategy and service delivery, including regulatory and field-based interactions, digital self-service, and billing experiences.

• Present CX plans, insights, and journey diagnostics to leadership in clear language.

Qualifications, Skills and Abilities

• Bachelor's degree in Customer Experience, Service Design, Human-Centered Design, Business, or a related field
• 8-10 years of experience in a customer experience, service design, or UX strategy function
• Proven expertise in journey mapping, experience blueprinting, persona development, and CX measurement frameworks (e.g., NPS, CSAT, CES)
• Demonstrated experience managing customer research including interviews, listening sessions, and focus groups
• Knows how to empower others through clarity, guidance, and high expectations - balancing strategic direction with space for team ownership.
• High proficiency with CX tools such as Qualtrics XM, LucidChart, MURAL, Miro, Suite CX, or similar CX platforms.
• Able to develop insight from both structured (NPS, operational data) and unstructured (call recordings, open text) customer feedback
• Strong verbal and visual storytelling capabilities
• Proven ability to manage vendors, research firms, or third-party CX consultants
• Ability to manage multiple cross-functional projects simultaneously with minimal supervision

Preferred Qualifications:

• CCXP certification or equivalent CX/Service Design credential

• Experience working within highly regulated, compliance-driven environments

• Familiarity with integrating customer journey insights into operational or technology roadmaps

This role is ideal for someone who:

• Thinks in systems and understands how touchpoints work together - not in silos

• Is passionate about improving how people experience essential services like energy

• Thrives in cross-functional collaboration and facilitation, not campaign execution

• Has the patience and clarity to drive change in a large organization

• Can speak both the language of the customer and the operational teams serving them

We offer a competitive salary range of $122,000 to $177,500 per year, commensurate with experience, education, and skills. In addition, we provide a comprehensive benefits package including health insurance, retirement plans, and paid time off.

The Company values diversity in its workforce and encourages United States military veterans and service members who meet the qualifications to apply

Why work at AltaGas?

AltaGasis a North American energy infrastructure company with a focus on owning and operating assets that provides affordable energy to our customers. AltaGas assets include Washington Gas/WGL, SEMCO, and Petrogas. Our talented team, nearly3,000strong, leverages the strength of our assets and expertise along the energy value chain to connect customers with premier energy solutions - from the well sites of upstream producers to the doorsteps of homes and businesses to new markets around the world.

We deliver affordable natural gas to approximately1.7 million customers' homes and businesses through regulated natural gas distribution utilities acrossfour jurisdictions in the United States and two regulated natural gas storage utilities in the United States. Learn more about our team, vision, and strategy.

To learn more about our mission: https://youtu.be/k1mrKDdsYW8?si=y1k3NOyHxgf4emdL

For Canadian hires: AltaGas hires personnel on the basis of job-related qualifications. All qualified applicants will receive consideration without regard to a person's ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, record of offences, marital status, family status or disability or any other characteristic protected by applicable law.