Director - Customer Experience (CX) Strategy

Dominion Energy is committed to providing reliable, affordable, and increasingly clean energy that powers our customers every day. If you want to work for a purpose-driven company that values safety and collaboration, we’re looking for you. You won’t just find a job here; you’ll find your career. Review the position below and apply today.

We offer a hybrid 3-2 work schedule (three days in the office, two days of teleworking) to accommodate the need for flexibility.

Military service members and veterans with a rank of E-5 or higher plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity.

At this time, Dominion Energy cannot transfer or sponsor a work visa or employment authorization for this position.

This position does not offer relocation assistance.

Job Summary

The Director of Customer Experience (CX) Strategy will oversee multiple teams and ensure that customer interactions in the VA and NC markets align with the company's CX strategy. This role involves developing and executing initiatives to enhance customer satisfaction and loyalty. The ideal candidate must have a proven record of developing and leading highly effective teams, resulting in impactful CX outcomes. Success in this role requires the ability to influence across business functions, align multiple objectives, and collaborate with a broad range of stakeholders. The Director will oversee the Customer Experience, Customer Relations, and Digital Care teams.

Key Responsibilities:

Oversee Digital Care: Develop and implement strategic initiatives and manage the day-to-day operations of digital care functions. Manage Escalated Concerns: Lead the team responsible for addressing escalated customer concerns and coordinating with regulatory agencies. Design and Implement CX Strategies: Develop and execute enterprise-wide CX strategies, standards, and tools. Lead strategic initiatives to enhance customer journeys. Evolve VOC Program: Enhance the Voice of Customer (VOC) program to gather and act on customer feedback from multiple channels. Leverage Analytics: Use advanced analytics to uncover customer insights and translate into action initiatives. Foster Cross-Functional Relationships: Develop strong relationships with internal business partners to ensure alignment and engagement while encouraging knowledge sharing and innovation. Lead CX Improvement Projects: Champion journey redesigns and CX improvement projects. Develop Team Members: Direct and develop team members supporting their growth and fostering an inclusive and engaging environment.

Required Knowledge, Skills, Abilities & Experience

- 10+ years in customer experience, strategic planning, marketing, communications, or related fields. - 10+ years people management experience.

- Expertise in CX methodologies including Voice of Customer tools, journey mapping, segmentation, research, and performance measurement.

- Strong collaboration skills with ability to influence and build cross-functional alignment.

- Data-driven thinker with robust analytical ability to translate insights into actions.

- Excellent written and verbal communication skills.

- Ability to deliver compelling presentations to executive leadership.

- Extensive experience in leading and developing high-performing teams.

Education Requirements

Masters Preferred - Discipline(s): Business Administration, Communications.

Other disciplines may be substituted for the preferred discipline(s) listed above.

Licenses, Certifications, or Quals Description

Working Conditions

Office Work Environment 76 -100%

Travel Up to 25%

Other Working Conditions

Test Description

No Testing Required.

Export Control

Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.

Other Information

We offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which may include: health benefits with coverage for families and domestic partners, vacation, retirement plans, paid holidays, tuition reimbursement, and much more. To learn more about our benefits, click here dombenefits.com.

Dominion Energy is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin and/or status as a protected veteran or individual with a disability.

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