Manager-Customer Experience

 

Dominion Energy is committed to providing reliable, affordable, and increasingly clean energy that powers our customers every day. If you want to work for a purpose-driven company that values safety and collaboration, we’re looking for you. You won’t just find a job here; you’ll find your career. Review the position below and apply today.

 

We offer a hybrid 3-2 work schedule (three days in the office, two days of teleworking) to accommodate the need for flexibility.

Military service members and veterans with a rank of E-5 or higher plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity. 

At this time, Dominion Energy cannot transfer or sponsor a work visa or employment authorization for this position.

This position does not offer relocation assistance. 

 

Job Summary

Manages a team dedicated to elevating every aspect of the customer journey - including driving targeted improvements to enhance customer journeys. Champion customer-centric thinking, cultivate strong cross‑functional collaboration, and drive initiatives that enhance satisfaction, loyalty, and operational efficiency.

Key Responsibilities:

• Develops and implements customer focused strategies and action plans that enhance experiences across multiple channels and touchpoints.
• Map and evaluate end‑to‑end customer journeys, identifying friction points and delivering clear, actionable recommendations.
• Lead teams to track the progress, results, and conclusions for key CX initiatives and ensure improvements are maintained.
• Lead customer insights initiatives by designing and managing surveys, feedback tools, and analytics to uncover opportunities for improvement.
• Lead teams to map and evaluate end‑to‑end customer journeys, identifying friction points and delivering clear, actionable recommendations. 
• Lead teams to recommend solutions that streamline operations, including reducing call volume, increasing digital self‑service adoption, and improving overall customer satisfaction.
• Provide industry knowledge of best practices, peer capabilities and emerging CX trends.
• Craft and present compelling narratives showcasing customer experience improvements, insights, and measurable business results.
• Serve as the voice of the customer, influencing decisions and driving innovation through close partnership with IT, Operations, Customer Communications, and other cross‑functional teams.
• Manage and develop team members, supporting growth and fostering an inclusive environment.  

Required Knowledge, Skills, Abilities & Experience

8-10+ years customer experience, marketing, communications or related field & team leadership experience. 

• Strong understanding of customer experience frameworks, including journey mapping, service blueprinting, and design thinking.
• Knowledge of CX metrics and VOC methodologies (e.g., NPS, CSAT, CES) and how they inform strategy.
• Knowledge and use of information technology and customer communication channels (IVR, web, mobile, self-service tools) designed to enhance customer experience and/or improve operations.
• Working knowledge of change management principles and methods.
• Skilled in facilitating workshops, journey sessions, training, and cross‑functional engagement.
• Proficient in presenting insights and recommendations to leadership in a clear and compelling way.
• Effective at collaborating across digital, product, IT, operations, and communication teams.
• Ability to balance strategic thinking with hands on execution in a fast-paced environment.
• Ability to influence stakeholders at all levels and build strong trust-based relationships across the organization.
• Ability to stay current on CX and engagement trends and apply them to drive continuous improvement.
• Proficient with Microsoft Office.
• Understands safety culture and ensures safety is the 1 priority.

Education Requirements

Degree or an equivalent combination of educations and demonstrated related experience may be accepted in lieu of preferred level of education:

Bachelor’s

Preferred Discipline(s): Accounting, Business, Finance, Marketing

Other disciplines may be substituted for the preferred discipline(s) lis