Director, Customer Experience Planning and Integration (Repost)

Minimum Pay Rate: $184,350.40 

Maximum Pay Rate: $256,776.00 

Civil Service Status: Non-Civil Service 

Apply by Date: 08/23/2024 

Posting Type: Open 

 

Note: This position is being reposted to gather additional candidates for consideration.  If you have already applied, you do not need to reapply.

 

Customer and Community Services (CCS) is seeking a passionate and community minded director to provide leadership for the Customer Experience (CX) Planning & Integration department. The incumbent plays a pivotal role in ensuring exceptional customer experiences across all touchpoints and advancing CCS’s CX framework. As a member of the senior leadership team, the incumbent has influence and responsibility for driving SMUD’s 2030 Clean Energy Vision, which includes creating frictionless zero carbon adoption for customers.  Candidates should be energized about working on SMUD campus Tuesdays-Thursdays.

 

This is a new role that oversees customer experience strategy and planning, channel management and agile deployment, and supports SMUD’s Community Energy Services program delivery and project integration. The incumbent will guide the team’s efforts to develop customer experience strategies aligned with the company's overall objectives, analyze customer feedback, market trends, and competitive insights to identify areas for improvement, and create comprehensive plans for implementing customer experience initiatives. This involves developing new processes, improving existing ones, or implementing new technologies to enhance the customer journey across channels and digital assets. This role will work closely with various departments such as marketing and customer programs to ensure alignment and integration of customer experience initiatives across the organization. The incumbent will also be responsible for oversight of the portfolio of CX enhancements, agile projects, and other initiatives to ensure alignment to overall strategic and business unit goals and will partner with IT and other departments to facilitate successful implementation.  

 

The most qualified candidate will have significant leadership experience and a demonstrated ability to build foundational elements of a thriving team, including efficient processes, structures, and engagement.  They will demonstrate passion for creating exceptional customer experiences and operating in a way that’s easy, responsive, trust building, and community minded. 

 

Please note: this is a non-civil service status position.

 

See "Supplemental Questions" section below.  Failure to respond to the questions may preclude you from moving forward in this process.

Supplemental Questions

Please attach a document with your response to the following questions (1 page maximum).  Failure to respond may preclude you from moving forward in this process.  Please do not indicate “refer to resume” as a response to the questions as it will be viewed as incomplete.

1. Describe how your experience has prepared you to be successful in this role. 
2. Tell us why you are passionate about doing work that supports a healthy, inclusive, sustainable, and thriving community in the Sacramento region and SMUD territory?

Purpose

To manage and provide direction and accountability for Customer Experience Planning and Integration to include managing operations, resources, and functions associated with and accountable for the planning, design, development, and implementation of SMUD's customer-facing programs and service enhancements through channel engagement and other related operational functions for our customers and clients; develops strategic and operational planning to prioritize deliverables and allocates resources necessary to ensure effective planning and execution of programs and services.

Nature and Scope

This is a department director level position. It is distinguished from other director positions by its emphasis on Customer Experience planning and integration. This position provides ongoing direction and management control to ensure the ongoing reliability and efficiency of customer services business operations.

Duties and Responsibilities

• Provides management, direction and accountability for championing customer experience and integration into planning, designing, developing, and implementing SMUD's customer-facing programs through channel engagement and other related operational functions for our customers and clients.
• Directs teams in the strategic and operational planning of all customer-facing programs and coordinates the implementation of these programs across the Customer & Community Services (CCS) business unit and within other departments across the organization.
• Manages the develo