Summary
As a Customer Digital Strategy Manager, you will help Spire create an effortless and exceptional digital experience for our customers. The utility industry is being digitally transformed, and the impact will be greater than we now imagine.
Customers want to interact with us differently and have very demanding expectations of their energy provider. Our vision is to deliver intuitive, effortless, and visually appealing digital experiences across all channels that empower employees to better service our customers, help customers effectively run their businesses, and help people manage their account and home energy needs. To accomplish this, a deep understanding of our internal and external customers, including their key journeys and challenges is a must. Using robust customer service and user experience research and design (UX R&D) principles, you regularly validate with key stakeholders as we define, design and develop digital experiences that create a level of exceptional experiences for our customers as they progress through their interactions with Spire.
Company Overview
At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of everything we do. We are committed to understanding the needs of the homes and businesses we serve. That's why we're always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.
And we find the best by hiring those who share our values of drive, safety, inclusion and integrity, and demonstrate our four essential behaviors that bring the Spire vision, mission and culture to life:
•We make it happen: We are a company of go-getters, acting on every opportunity to help our company advance.
•We collaborate: We put teamwork first, bringing in everyone’s ideas, because our collective energy makes us stronger.
•We seek out perspective: We challenge ourselves to be open to different ways of doing things, because learning from each other leads to breakthroughs.
•We care: We treat people how we want to be treated, listening closely and doing what’s right, even when it’s hard.
By living our values and behaviors every day, we strive to create an environment where every employee feels welcome, respected and valued.
Duties and Responsibilities
•Drive strategic meetings with operational and IT leaders across Spire.
•Define and implement Spire’s digital customer service strategy and roadmap.
•Ideate opportunities to accelerate Spire’s customer service digital transformation.
•Coordinate and collaborate with functions and business units to define, support and prioritize digital customer programs, channels and platforms.
•Prepare business cases for the financial planning process for new programs to implement or enhance digital programs.
•Facilitate, support and provide guidance to cross-functional leads on implementing digital customer service strategy, including reviewing digital investment opportunities and addressing foundational dependencies.
•Prepare updates and communications to Spire senior leadership on the development and implementation of Spire’s digital customer service strategy.
•Engage and collaborate with functions and business units to strengthen and support core network of digital leaders and drive ongoing alignment around digital strategy.
•Consult and collaborate with business executives on a wide range of issues to shape the digital agenda, including capability gaps and new growth opportunities.
•Provide thought leadership and expand knowledge base within Spire’s customer service operations, including developing new approaches for using digital channels for service and increasing customer digital self-service.
•Identify research, tools, and analyses required to collaboratively achieve objectives for large, complex digital customer service strategy projects.
•Presents updates and recommendations to senior leadership audiences.
•Translate business and product needs to technical teams (web development, app development, etc.).
•Develops and progresses digital customer service strategy goals for the enterprise.
•Anticipates emerging trends that may impact the overall customer service digital strategy.
•Serve as the internal voice of the customer while working alongside the Customer Insights and Experience Manager, business partners and stakeholders to validate and address customer needs.
•All other duties as assigned.
Essential Characteristics and Competencies
•Ability to demonstrate the core and job category competencies: customer-focused, results-driven, teamwork, communications, adaptability, initiative, problem solving and quality.
•Ability to lead by example in support of the company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skill and perspective.
Required Education (certifications, licenses)
•Bachelor’s degree in business, strategy, management, information technology or related degree, required.
Required knowledge, skill and abilities
•Minimum of 8 years total experience in customer service or digital strategy.
•2+ years driving increased digital self-service, preferred.
•Strong technical background UX/UI or back-end development preferred.
•Familiarity with SEO, CRO and data analytics.
•Strong verbal and written communication skills to communicate abstract ideas clearly as well as draft and present customer deliverables and recommendations.
•Self-motivated and able to make digital recommendations or decisions with limited guidance.
•Experience and demonstrated ability to manage and support competing priorities in a complex, dynamic, and fast-paced environment.
•Excellent project management skills, including project structuring and coordinating multiple teams.
•Strong relationship management skills, including partnering, consulting, and driving alignment across diverse teams.
•Excellent analytical and problem-solving skills.
•Manages and supports cross-organization teams.
•Demonstrate a high degree of self-motivation, curiosity and resourcefulness, entrepreneurial spirit experienced in operating with minimum supervision.
•Think critically but also outside the box.
•Ability to transform business processes into effortless and exceptional digital experience.
•Enjoy problem solving and working in an interdisciplinary team environment.
•Have passion for the field of product design and possess customer empathy with a drive to create outstanding customer experiences.
Physical demands, environment and schedule
•Work is normally performed in a hybrid work-from-home/shared-office environment.
•Typically, 8 hours a day, Monday through Friday. After-hours work for account events is periodically required.
•Occasional travel to other parts of state and company.
Posting Requirements
We accept online applications through our career site at jobs.spireenergy.com.
Disclaimer: The above statements are intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Spire Inc., and its subsidiaries are an Affirmative Action and Equal Employment Opportunity Employer.
Birmingham, AL
Full-time
