Job Information
Orlando Utilities Commission Director, Customer Experience Strategy in Orlando, Florida
OUC - The Reliable One is presently seeking a Director, Customer Experience to lead the Customer Experience division.At OUC, we don’t just work – we’re building a bright future of innovation and transformation for future generations.
We seek a collaborative and continuous improvement professional to spearhead a high-quality customer experience enterprise strategy across OUC to increase customer engagement and satisfaction. In this pivotal role, you will evaluate and challenge the process collaborating with different departments throughout OUC to ensure we deliver the best customer experience and that the right tools and resources are available to the departments within the Customer Experience & Sales (CES) business unit. Your leadership will be instrumental in process optimization, data analytics, customer-facing technologies, and training.
OUC is an industry leader and the second largest municipal utility in Florida committed to innovation, sustainability, and our community. OUC’s mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions.
Join a team of visionary Change Agents, Strategists, and Community Ambassadors who understand the vital role of diverse experiences in powering creativity and industry transformation.At OUC, each position contributes to the success and achievement of our goals.Click here (https://youtu.be/s_ZnGjX_Sas) to learn more about what we do.
The ideal candidate will have:
Bachelor’s degree in Business Administration, Engineering, Organizational Behavior, or a related field of study from an accredited college or university
Master’s Degree in any of the above fields of study (preferred)
Minimum of ten (10) years of progressive experience in a service environment such as customer service, contact center or technology support, business process improvement, training or related fields to include:
Minimum of five (5) years of managerial or supervisory experience
Strong experience working with customer-facing technologies and self-service applications
Ability to develop a comprehensive plan across multiple channels, such as online platforms and telephony applications, to ensure consistency and optimal end-user experiences
Proficiency in proposing innovative technology solutions to drive organizational progress
Aptitude for ideation, strategic thinking, and visionary insights
Knowledgeable of process methodology or experience in Lean, or Six Sigma (preferred)
OUC offers a very competitive compensation and benefits package. Our Total Rewards package includes to cite a few:
Competitive compensation
Low-cost medical, dental, and vision benefits and paid life insurance premiums with no probationary period.
OUC’s Hybrid Retirement Program includes a fully-funded cash balance account, defined contribution with employer matching along with a health reimbursement account
Generous paid vacation, holidays, and sick time
Paid parental leave
Educational Assistance Program, to include tuition reimbursement, paid memberships in professional associations, paid conference and training opportunities
Wellness incentives and free access to all on-site OUC fitness facilities
Access to family-oriented recreational areas
Paid Conference and Training Opportunities
Free downtown parking
Hybrid work schedule
Click here to view our Benefits Summary. (https://www.ouc.com/docs/human-resources-documents/benefits_summary.pdf)
Salary Range: $142,414.38 - $ 178,017.69annually-commensurate with experience
Location: Reliable Plaza 100 W. Anderson St. Orlando, FL 32801
Please see below a complete Job description for this position.
Job Purpose:
Leads the delivery of a high-quality customer experience enterprise strategy across OUC to increase customer engagement and satisfaction. Continuously challenges the process to ensure best practices and resources are available to the departments within the Customer Experience & Sales (CES) business unit. Exercises creativity and provides leadership to areas of process, data analytics, customer facing technologies, and training.
Primary Functions:
Lead collaborative efforts to create the customer experience strategy for the organization. This includes establishing a comprehensive plan across multiple channels such as online platforms and telephony applications that delivers consistency and ease to end users.
Drives continuous improvement to customer billing & collections, contact center, sales & sustainability for residential and commercial customers, but also across the organization to ensure satisfaction and efficiency.
Provides oversight of the execution and implementation of business process improvements to accommodate new business and/or strategic changes including the use of related customer facing systems.Ensures documentation is available to memorialize processes and is readily available to end users.
Oversees all training initiatives for new hires and existing staff in all departments of CES related to customer information system, meter data management system and related business processes and procedures.
Creates the metrics strategy and drives the use of data analytics to increase business intelligence for operational areas within CES. Leads team to capture critical data such as metrics and provides to end user through reports (i.e Cognos, etc.) and visualization tools (i.e. Qlik, Salesforce, etc.).
Drives success via quality and operational effectiveness strategies. Maintains open dialogue with business area management to address and modify quality standards and processes impacting customer interactions.
Identifies and utilizes customer data from a variety of sources to influence quality initiatives and customer experience journeys. Leverage results from CSAT surveys to understand the customer’s perspective, use metrics, employee input, etc. to optimize and prioritize engagements across the organization.
Leads the continuous evaluation of customer feedback from multiple sources (CSAT surveys, customer service calls and emails, social media) to understand the Voice of the Customer and identify and address key issues, trends and opportunities.
Collaborates across the organization on internal and external communication related to revised policies/practices, systems updates, etc. to ensure impact and expectations are defined, documented and communicated to customer and/or employee.
Manages CX program, drives adoption, and enables customer-centricity within the organization.
Participates in major projects that involve technology implementations or changes, require critical communications to customers and CES employees, or that may change how the customer does business with OUC.
Provide leadership and guidance in the areas of testing, current state and future state process mapping, training and documentation.
Develops, reviews, and takes action on business area operational goals and KPI’s to support organizational strategic goals.
Evaluate and align talent to current and future business needs; mitigate talent risks;
Develop, measure, and take action on performance metrics for teams and individuals within the business unit; communicate performance expectations, support staff professional goals, and brief all related issues, initiatives, and actions, risks or concerns with Leadership;
Manage selection and promotion procedures including reviewing applicants and interviewing potential new employees to select candidates for open positions within the business unit;
Develop the annual operating and/or capital budgets for the area; ensure that operations are managed within authorized budgets; advise, develop, review and approve budgets, plans, and business goals;
Performs other duties as assigned.
Technical Requirements:
Working knowledge of all, but not limited to, the following:
Customer experience principles and practices;
Strong acumen in process and data analytics;
Training methods including knowledge based, e-learning, etc.;
Qualitative and quantitative research methods
Familiarity with all, but not limited to, the following:
Project schedules and Gantt Charts;
Software Application (i.e., visualization tools, financial database, customer information system, training applications, etc.);
Compliance reporting (i.e., Public Service Commission);
Related industry, organizational and departmental policies, practices and procedures; legal guidelines, ordinances and laws;
Ability to:
Communicate effectively and build relationships with C-Suite, peers, and subordinates in order to accomplish business objectives;
Solve complex issues within OUC as well as with external customers;
Gather, research, organize, and summarize relevant information to support commission activities;
Understand current residential and commercial expectations as they relate to technology and service delivery;
Promote teamwork, motivate employees, and achieve expected results and goals;
Make arithmetic computations using whole numbers, fractions and decimals, and compute rates, ratios, and percentages;
Understand governmental accounting practices in maintenance of financial records;
Use Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, etc.) and standard office equipment (telephone, computer, copier, etc.).
Education/ Certification/Years of Experience Requirements:
Bachelor’s degree in Business Administration, Engineering, Organizational Behavior, or a related field of study from an accredited college or university
Master’s Degree in any of the above fields of study (preferred)
Minimum of ten (10) years of progressive experience in a service environment such as customer service, contact center or technology support, business process improvement, training or related fields to include:
Minimum of five (5) years of managerial or supervisory experience
Experience with analytics related to service goals and reporting, customer engagement, retention and growth and/or measuring process improvements/efficiencies.
Experience with creating policies/procedures, achieving KPIs and managing budgets
Experience in a utility company or energy related service company (preferred)
Strong background in Lean, or Six Sigma (preferred)
Working Conditions:
This job is usually performed in an office work environment. At times, this job requires traveling between OUC facilities and attending community events within the service area.
Physical Requirements:
This job requires constant typing, reading, writing, detailed inspection. This job requires frequent standing, walking, and sitting. At times, may be need to drive a company vehicle.
OUC–The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations .
EOE M/F/Vets/Disabled