Join our dynamic team in a role that supports a multi-year effort to modernize customer experience through process, technology, and innovative ways of working. This position partners with business leaders, SMEs, IT, and vendors to define future-state processes, validate requirements, streamline workflows, and assess organizational impacts. You will help design scalable, customer-centered solutions while supporting stakeholder engagement and readiness for testing, adoption, and rollout.
This is a contract opportunity located in Columbus, OH. The work schedule is hybrid with onsite work from Tuesday to Thursday.
Key Responsibilities
- Facilitate program implementation of the product roadmap for omni-channel digital experiences, including web, mobile app, and chatbot, to deliver a best-in-class customer experience.
- Develop and manage business requirements and project plans in collaboration with service integration partners and digital vendors.
- Provide strategic insight around delivering innovative, reliable, and efficient customer experiences to leadership and business partners.
- Enhance self-service customer capabilities across all customer-facing websites.
- Write and execute user acceptance test scripts to ensure functionality and quality meet business requirements on a project-by-project basis.
- Coordinate and execute website testing as needed during and after deployments of enhancements.
Required Qualifications
- Demonstrated ability to understand and discuss technical concepts and digital operations.
- Strong analytical, troubleshooting, and problem-solving skills.
- Ability to work with cross-functional teams in a fast-paced environment.
- Excellent written and verbal communication skills.
- Proficiency with Microsoft Excel, Word, Visio, and PowerPoint.
- Experience with digital customer platforms, including managing customer-facing platforms such as websites, chatbots, alerts programs, or mobile applications.
Preferred Qualifications
- A passion for improving customer experiences in digital technology.
- Experience managing customer-facing software solutions.
- Project Management experience.
- Experience with the utility or energy industry.
Competency & Proficiency Definitions
- Confidence: Displays strong belief in self and team’s abilities.
- Strategic Thinking: Anticipates future trends, assesses complex situations, and pulls forward relevant best practices to influence decisions and direction.
- Continuous Improvement: Challenges the way we've always done something to look for a better way and drive standardization across the enterprise.
- Inspiration: Sets a positive and clear vision that motivates others to perform at their best; holds a transformation mindset for self and others.
- Resilience / Grit: Digs deep and displays determination for success; sustains positive energy under pressure and copes with disruptive changes productively.
- Decision Making: Makes and communicates clear, timely decisions, even amid ambiguity or uncertainty.
- Accountability / Results Focus: Keeps commitments and holds others to their commitments; drives for desired outcomes; acts with urgency.
- Communication: Delivers succinct communications and drives effective meetings.
- Team Development: Builds and sustains high-performing teams by fostering collaboration, feedback, and continuous improvement; ensures individual goals are aligned with team goals.
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