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Madison Gas & Electric Manager - Customer Experience in Madison, Wisconsin

Manager - Customer Experience

Location Madison

Job Category Energy Products and Services

# of openings 1

Apply Now (https://phf.tbe.taleo.net/phf01/ats/careers/v2/applyRequisition?org=MGE&cws=38&rid=1577)

POSITION PURPOSE

This key position will work with Company leaders to oversee design, tool implementation, define and analyze success criteria, and ensure continued support of corporate Customer Experience (CX) strategy across Madison Gas and Electric Company's (MGE) Marketing Operations. The hands-on leadership role will work across the organization to leverage and optimize new technology, integrations, and process improvements.

DUTIES AND RESPONSIBILITIES

  • CX Strategy and Vision

  • Cross-functional process optimization.

  • Utilize VoC and marketing research to provide leadership and direction around CX strategy and evolution at MGE.

  • Marketing Tool Optimization

  • Aligning capability implementation with CX strategy and vision to develop MGE future-state roadmap.

  • Maintain ownership of applications on the business side as IT partner.

  • Analyze success of tools and segmentation by customer engagement level.

  • Understand customer and edge system integration potential to expand capabilities.

  • Data and Analytics

  • Determine and oversee measurement and success criteria of marketing tools as well as relational and operational customer satisfaction (CSAT).

  • Data governance to support data quality across processes and systems as Data Owner of Customer domain.

  • Monitor customer experience per journey and review quarterly with journey owners.

  • Coordinate business requirement gathering as journeys are mapped.

  • Partner with Corporate Communications to ensure brand management and consistency.

  • Manage vendor relationships, contracting, and negotiations.

  • Manage budget for CX and Marketing Operations.

QUALIFICATIONS

Education and Experience

  • Bachelor's degree in business, statistics, analytics, market research, or related field.

  • Minimum of seven years of experience leading projects and/or project management is required.

  • Certified Customer Experience Professional (CCXP) certification and/or two years of experience working on customer experience initiatives preferred.

  • Two years of experience with voice of customer programs (collecting feedback, analyzing, reporting, customer follow-up, and insights on what actions are needed) preferred.

  • Knowledge of how to drive cultural change, leveraging change management disciplines.

  • Experience bringing projects to completion on time, meeting objectives, and within budget.

Knowledge and Skills

  • Strong empathy and passion for customers.

  • Excellent communication and presentation skills.

  • Strong analytical, problem-solving, and project management skills.

  • Able to set priorities, plan, execute, meet deadlines, and consistently produce high-quality work.

  • Able to work with a broad range of people across various departments.

  • Passion and experience leading change and inspiring teams to deliver an integrated and high-quality customer experience.

  • Results-oriented and able to manage multiple large projects.

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