Manager Customer Experience (PCE)
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Location: OAK BROOK, IL, United States
Organization: ComEd
Job ID: 229505
Date Posted: Feb 1, 2021
Job Description
Description
At Exelon, we've got a place for you!
Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.
Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.
Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!
PRIMARY PURPOSE OF POSITION
This position serves as the lead advocate and strategist for the Customer i.e. “Voice of the Customer”
1. Engage internal and external stakeholders on efforts to enhance the customer experience
2. Monitor customer satisfaction and the voice of the customer
3. Use customer satisfaction and experience metrics/analytics as well as feedback from customer surveys
and complaints to identify and address customer pain points
4. Leverage Market Research and the voice of the customer to determine and prioritize CX initiatives
5. Work closely with the Customer Advocacy team to understand issues escalated to the executive team,
ICC, G&EA priority cases, etc.
6. Facilitate and drive the focus areas for the cross-functional Customer Experience Council
7. Collaborate with other organizations across the company for effective customer outreach efforts
8. Collaborate with the Customer Relations Research & Resolution teams on complaint themes and trends by
customer segment
9. Manage and successfully execute programs that assist customer segments across the territory.
Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.
PRIMARY DUTIES AND ACCOUNTABILITIES
|
Item |
Accountability |
% |
|
1 |
Function as the “Voice of the Customer” by proactively monitoring and assessing the effectiveness of customer journeys across all interaction channels and teams. Work closely with all relevant business partners to enhance customer-focused business processes and journeys. |
30% |
|
2 |
Conduct high profile issues research and management and assist company executives in developing talking points in conjunction with Communications for external stakeholders and key influencers. |
30% |
|
3 |
Work closely with all relevant business partners to develop agenda and manage the Customer Experience Council and panels. |
5% |
|
4 |
Develop and manage customer forums, education and outreach plan. Coordinate all strategy, planning, and tactical activities with eChannels, Marketing, LCS, Ext Affairs, and Communications. Provide subject matter experts (include self) for outreach and education events. |
10% |
|
5 |
Develop the vision, strategy and model for the “Voice of Customer”. |
10% |
|
6 |
Provide data analytical services and support across Customer while partnering the EU Analytics team |
15%
|
Qualifications
MINIMUM QUALIFICATIONS
- Bachelor’s degree in, Business, Engineering, Data Sciences or other relevant discipline
- 10 or more years in communications, marketing, customer operations or electric/gas operations
- Excellent written and verbal communication and interpersonal skills with company executives
- Excellent teaming skills across multiple executives’ organizations
- Ability to direct the work activities of others
PREFERRED QUALIFICATIONS
- Advance Degree preferably MBA
- Knowledge in advance data analytical techniques
- Managed one or more Customer Operations line departments
POSITION SCOPE
This position has a direct impact on the aggregate and individual customer experiences, both in maximizing positive experiences and mitigating negative experiences. This position will require fortitude to be the voice of the customer when opposing strategies, process designs or actions that do not properly reflect the best interests of customers.
Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.
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