Customer Experience (CX) Product Manager

Summary

The Customer Experience (CX) Product Manager will foster a customer-first approach throughout NYPA, leveraging customer experience tools and techniques (i.e. personas, journey maps) to advance how customer experience integrates with other functions at NYPA. The primary responsibility of this role will be to develop and periodically update a formal Customer Plan representing NYPA’s customer strategy, consistent with NYPA’s Vision2030.  The Customer Plan will be a cohesive, overarching plan that ties together Customer Solution planning activities such Product Planning, Marketing Planning, Account Planning, Goal Setting, Budgeting, among others. As such, the CX Product Manager will coordinate annual planning for Customer Solutions, taking a strategic, long-term view and working to align with shorter term, (typically annual) plans, clearly defining gaps and opportunities. Representing the Customer Solutions department, this individual will work collaboratively with cross-functional leadership to define the plan’s components and achieve support for the final product. In addition to planning and in partnership with the Voice of Customer Program Manager, this position will also develop and maintain methods for integrating the customers voice throughout NYPA’s planning activities, products and services.

This position is a new role within the product management team during an exciting time in NYPA’s history, with a rapidly changing customer needs in a quickly evolving energy landscape.  The CX Product Manager will be “at the table” and instrumental in driving clarity to how NYPA is addressing customer needs with respect to energy and decarbonization with scope spanning electricity, energy efficiency, distributed energy resources, renewables, electric vehicles, and more. The position will reside in NYPA Business, Marketing & Product team, reporting directly to the Sr. Director of Product Management, and work with a highly collaborative and passionate team of customer advocates – championing and seeking ways to systematically and programmatically bring the voice of the customer into all of NYPA’s work while creating a cleaner future for all NYS. #LI-VB1

Responsibilities

• Establish the vision, value proposition, and strategy for products and communicate them across the organization; link the product roadmap to higher corporate strategy goals
• Responsible for driving product development for opportunities as assigned
• Document artifacts (i.e., roadmaps, product requirements, etc) to support the product development process
• Conduct market and customer research to gather insight and understand personas and needs
• Build and present business cases for products •    Gather competitive/market intelligence and perform competitive/market analysis
• Presents and interacts with Executive and Senior Management  or external stakeholders
• Coordinate the creation of prototypes, pilots, minimum viable products and testing of product concepts 
• Work with appropriate stakeholders to model P&L scenarios and financial impacts for business cases
• Work with pricing functions to establish pricing for opportunities
• Work with internal groups to ensure that all product requirements can be met (legal, accounting, implementation, and others)
• Coordinate activities to ensure that new offerings include the desired capabilities and launches on time and within budget
• Work with customer facing teams and marketing to develop go to market and launch plans
• Monitor product adoption and use and collect customer feedback 
• Initiate or manage relevant strategic partnerships as needed 
• Assist in managing and resolving escalations as needed
• Utilize product development methodologies to accelerate product and service delivery
• Provide input to marketing for relevant activities and deliverables (e.g., buyer personas, competitive positioning, market requirements, launch plan)
• Manage consultants and work of analysts as appropriate

Knowledge, Skills and Abilities

• Demonstrated expertise bringing new products, programs or features to market, preferred experience in developing customer requirements.
• Advanced subject expertise and well-versed in one or more energy and/or product management domains
• Strongly skilled at working collaboratively across functional groups and large organizations
• Leads teams to drive consensus and outcomes.
• Advanced business acumen and judgment
• Knowledge of and can conduct work in product management areas such as market research, pricing, business plans, competitive analyses, customer research segmentation, product roadmaps (etc.)
• Working knowledge of contracts, strategic planning, finance, and economics is preferred.
• Strong presence and ability to repr