CX Journey Specialist OR Senior CX Journey Specialist

 

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 ranks from E5-E9, W1-CW5, or O3-O6, 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

Dominion Energy is looking for a Customer Experience (CX) Specialist who is passionate about creating seamless, end‑to‑end customer experience and who brings utility experience, outage management knowledge, or strong systems/process learning capabilities to the table. This role is responsible for overseeing customer journey(s) and ensuring a seamless, positive experience across all touchpoints. Collaborates with cross-functional teams to design, implement, and optimize the journey to meet business objectives and customer satisfaction goals. This position will be filled at the level commensurate with the successful candidate’s education, experience, knowledge, skills, and abilities.

 

Key Responsibilities:

• Develop and maintain a deep understanding of the customer journey, identifying key touchpoints and opportunities for improvement.
• Leads, coordinates, and provides oversight for a customer journey and outcomes.
• Manages the maintenance and execution of the journey roadmap.
• Journey roadmap includes a view of current state, best practices, future state, and improvements, and enhancements.
• Utilize data and customer feedback to inform journey enhancements, impact on customer satisfaction and business outcomes.
• Communicate journey insights and progress to stakeholders, including presenting findings and recommendations to senior leadership.
• Prepares and presents status reports, deliverables, operational metrics, and operational outcomes to state holders and management.
• Includes developing materials for leadership, sponsors and various steering committees and executive leadership.
• Lead cross functional journey team to create a cohesive journey that aligns company strategy, business operational needs, and customer needs.
• Proactively keeps the customer/customer needs at the center of programs and workstreams and related activities to leadership, sponsors, steering committees, and executive updates.
• Proactive in identifying and addressing potential risks and resistance to change and that the change process is smooth and sustainable. 

Required Knowledge, Skills, Abilities & Experience

Mid level : 2-5 years relevant experience.

Senior level : 6+ years relevant experience.

• Experience in Power Delivery (specifically with outages), preferred.
• Proven ability to execute strategic plans. 
• Experience in customer journey mapping, service design, researching, or a related field or aptitude to learn. 
• Strong analytical skills with the ability to translate data into actionable insights.
• Customer-centric mindset with a passion for improving the customer experience.
• Effective change agent with ability to understand the current state, envisioning the desired future state, and developing strategies to bridge the gap.
• Excellent communication and collaboration skills, with experience leading cross-functional teams.
• Skilled in communication, able to engage stakeholders at all levels, and can navigate the complexities of organizational dynamics.
• Strong team building skills.
• Negotiating skills.
• Ability to manage multiple priorities.

Education Requirements

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

Bachelor

Preferred Discipline(s): Business Administration, Education, Management, Pyschology, Communications

Other disciplines may be substituted for the preferred discipline(s) listed above.

Licenses, Certifications, or Quals Description

Working Conditions