Director II, Customer Experience Products & Platforms

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow?  A  position at Xcel Energy could be just what you’re looking for.

Director II, Customer Experience Products & Platforms

Position Summary

Responsible for developing and delivering one or more end-to-end services for specified IT functions and/or business units (BU). Drives overall IT planning efforts; ensures alignment with enterprise IT strategy and standards. Manages IT portfolio in collaboration with other IT and business leaders. Responsible for IT financial budgets including capital, O&M, in servicing and value realization. Directs strategic application, infrastructure, and/or network development, support, maintenance, operations for all delivery functions. Develops and coaches teams.

Essential Responsibilities

• Relationship Management: Build strong effective partnerships with internal and external teams; Strong executive presence; able to influence and navigate complex and competing interest of multiple stakeholders
• Strategy and Planning: Develop and manage strategic technology plans and roadmaps; Collaborate with IT and business leaders to build and develop the long and mid-term strategic plans to enable business objectives; Drive process improvements and IT service optimization
• Operational / Delivery Management: Manages identification, investigation and solving production problems, including preventative measures and appropriate communication to clients regarding resolution; has in-depth knowledge of business operations and drives ongoing improvements in IT performance
• Portfolio Management: Management of investments, projects and activities within a IT portfolio; Manage objectives, priorities, delivery and financials
• Talent Development: Develop a high performing team by building skills through coaching, mentoring and ongoing training and development; Creates and environment of continuous learning and growth development; Develops leadership talent across the organization and develops plans for enhancing organizational talent
• Financial Management: Manages financial budgets: capital, expense and in servicing; Manages regulatory commitments as appropriate; Effectively prioritizes financial spend based on strategic company objectives; Ensure financial prudency on behalf of customers and shareholders

Minimum Requirements

• Bachelor's degree in business, IT or related field or equivalent experience; Master's degree preferred.
• Sound understanding of core business processes, industry trends, technology and IT environments.
• Ten years of IT experience and/or integrated utility and regulatory business.
• Experience building and developing teams.
• Experience managing leaders of teams.
• Exceptional relationship management and communications skills.

Preferred Qualifications

• Proven experience leading digital product organizations with a track record of maturing teams from project-based delivery to a product operating model, fostering ownership and accountability across cross-functional teams
• Demonstrated ability to articulate and measure business value, including building business cases that tie product investments to measurable outcomes such as digital adoption, customer satisfaction (NPS/CSAT), cost-to-serve reduction, and call deflection
• Experience driving operational efficiencies while delivering exceptional customer experiences that increase self-service adoption and reduce customer effort
• Strong executive presence with superior business relationship management skills, including experience presenting to senior leadership, facilitating trade-off conversations, and influencing prioritization across business units without direct authority
• Familiarity with digital customer experience platforms, including CMS (Adobe Experience Manager, Sitecore), CRM/contact center solutions (Salesforce), and mobile application delivery
• Experience leading product teams in scaled Agile environments, with a focus on value-driven roadmap prioritization balancing customer outcomes against cost and effort
• Utility or energy industry experience preferred; experience in other regulated industries (financial services, telecommunications, healthcare) with complex customer journeys is also valued

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1