Manager - Customer Journey

The base salary for this position is dependent upon experience and location.

Locations: Boston, MA or Orange, CT

Salary range: $138,343.00 to $180,789.00

Job Summary

The Manager – Customer Journey is a strategic leadership role within the Digital Product and Customer Journey team at Avangrid. This position is responsible for designing, managing, and optimizing end-to-end customer journeys across digital and traditional channels to enhance customer satisfaction, loyalty, and operational efficiency.

As part of the Iberdrola Group—one of the world’s largest energy utilities and the global leader in wind power—Avangrid serves over 3 million customers across multiple states. This role plays a critical part in aligning customer experience strategies with Avangrid’s broader digital transformation and sustainability goals.

You will lead a team focused on journey mapping, service design, and customer insight integration, working cross-functionally to ensure that every customer interaction is seamless, personalized, and value-driven.

You will be taking on a unique position within the team, working over many states as a single voice of alignment and ensuring the Digital Product portfolio meets the needs of all of our customers and regulators.

You will work in a transforming Agile environment and be a force for further business transformation within the wider teams. This is a hugely exciting time to experience working in a global leading organization.

Key Responsibilities

• Develop and Lead Customer Journey Strategy: Define and implement a comprehensive customer journey strategy aligned with business goals and customer expectations.

• Manage and Mentor Journey Teams: Lead a team of journey designers and analysts, providing coaching, performance feedback, and professional development.

• Map and Optimize Customer Journeys: Oversee the mapping of current and future-state journeys, identifying pain points and opportunities for improvement.

• Embed Customer-Centric Design: Ensure customer needs are at the core of all service and experience design initiatives.

• Collaborate Across Functions: Partner with Product, IT, Marketing, Customer Care, and Regulatory teams to align journey improvements with business priorities.

• Leverage Data and Insights: Use customer feedback, analytics, and behavioral data to inform journey enhancements and measure impact.

• Support Digital Transformation: Align journey initiatives with digital product development to ensure seamless integration and adoption.

• Ensure Regulatory and Accessibility Compliance: Guarantee that all journey designs meet regulatory, accessibility, and cybersecurity standards.

• Promote Innovation and Continuous Improvement: Foster a culture of experimentation, learning, and customer empathy across the organization.

• Monitor and Report on Journey Performance: Establish KPIs and reporting frameworks to track journey effectiveness and customer satisfaction.

• Lead Change Management Initiatives: Drive organizational change to embed customer journey thinking into business processes and culture.

• Represent Customer Experience in Executive Forums: Present journey insights, progress, and recommendations to senior leadership and stakeholders.

• Manage External Partners: Collaborate with vendors and consultants to support journey mapping, research, and design initiatives.

Required Qualifications

• Education & Experience Required:
  • Bachelor’s degree in Technology, Digital, Business, or related field
  • 8+ years of experience in digital product management, with at least 3 years in a leadership or managerial role.
  • Strong understanding of Agile frameworks and digital transformation practices.

• Skills/Abilities:
  • Exceptional Communication Skills
Proven ability to communicate clearly and persuasively across all levels of the organization and with external partners, including negotiation and stakeholder alignment.
  • Strategic Journey Thinking
Skilled at synthesizing complex customer needs, business goals, and operational challenges into a unified customer experience strategy.
  • Business Acumen
Strong understanding of business drivers and the ability to align customer experience initiatives with measurable value and ROI.
  • Cross-Functional Influence
Adept at working across departments and organizational boundaries to drive alignment and collaboration on customer journey improvements.
  • Challenger Mindset
Confident in questioning the status quo and influencing cross-functional teams and senior leaders to adopt customer-first approaches.
  • Industry Awareness
Maintains