DIGITAL CUSTOMER EXPERIENCE PROGRAM SPECIALIST

JOB TITLE: DIGITAL CUSTOMER EXPERIENCE PROGRAM SPECIALIST

LOCATION: BANGOR/CORPORATE OFFICES

REPORTS TO: DIRECTOR, CUSTOMER EXPERIENCE

POSITION STATUS: EXEMPT, NON-BARGAINING UNIT

Be a part of the team that is transforming the power industry of northern and eastern Maine.

Versant Power is building on our 100-year history of delivering efficient, safe and reliable electricity service to customers in northern and eastern Maine. We never lose sight of safety, quality, integrity and innovation.

We are committed to our dedicated people, who inspire us every day to deliver something more powerful than power alone.

POSITION OVERVIEW:

The Digital Customer Experience Program Specialist will play a pivotal role in ensuring a seamless online experience across various business functions and systems within the company. This position will serve as a bridge between customer platforms and applicable operational departments to develop appropriate strategies, timelines and workplans to ensure product solutions are maximized over time and improve the customer journey.

ESSENTIAL FUNCTIONS

• Primary responsibility for optimizing customer-facing systems, fostering cross-functional collaboration to integrate and promote systems, while driving customer adoption and engagement with our customer platforms.
• Responsible for thoroughly understanding customer-facing systems and identifying areas to enable further functionality of existing resources that will advance the customer experience,
• Develops strong relationships with current business partners to learn about available product offerings and champions new solutions to advance the digital customer experience in the future.
• Participates in monthly Chartwell Customer Experience meetings to learn and stay abreast of industry best practices. Looks for ways to incorporate best practices in future strategic initiatives of the Company.
• Collaborates in the development of a CX playbook to inform and drive future CX strategic initiatives of the Company.
• Leads organizational efforts to journey-map existing digital customer engagement and identify pain points and gaps. Form organizational learning teams to help improve areas of need, as prioritized.
• Collaborate with communications team to identify and address customer pain points identified with the Voice of Customer surveys, focus groups, etc.
• Collaborate with others in the organization to gather and track customer feedback and data driven insights. Establish effective method of identifying pain points and collaborate with others to prioritize opportunities to enhance system functionality.
• Supports strategic customer initiatives across the company, including operationalizing the customer experience strategy and Environmental, Social and Corporate Governance (ESG) related reporting and target-setting.
• Supports identification of company and customer needs for CX related capital investments, expansions, and improvement projects through working with the technology roadmap and business transformation teams.

ADDITIONAL RESPONSIBILITIES

Performs other duties as assigned, including designated duties associated with system restoration.

EDUCATION, CERTIFICATIONS, EXPERIENCE, KNOWLEDGE, SKILLS, AND ABILITIES

• Associate degree required, Bachelor’s degree preferred or equivalent experience in business or similar field required.
• 7 years of relevant experience required, preferably some experience in a utility environment, with emphasis majority of items listed in the Essential Functions section.
• Ability to understand regulatory requirements and rules relevant to customer operations and related topics.
• Demonstrated ability to provide excellent customer service and long-term workforce development.
• Strong written and oral communications skills.
• Position requires a valid Maine driver’s license and the ability to travel to Canada.
• Excellent leadership, technical, and communication skills required, with the capacity for and interest in mentoring employees in related aspects of Versant Power’s business.

PHYSICAL AND MENTAL JOB REQUIREMENTS

• Position requires visual and mental concentration.
• Position may require irregular and extra hours.
• Position is primarily sedentary, with some walking, driving, and standing required.
• Versant Power is a tobacco free and fragrance-free workplace.

RATE OF PAY:

Salary is commensurate with experience and qualifications.

IMPORTANT APPLICATION INFORMATION:

If you are interested in learning more, please apply by submitting an application

Non-Bargaining Unit, Regular and Term employees who have at least six (6) months satisfactory job performance and attendance records in their current job are eligible to apply for posted openings.

Versant Power is an Equal Opportunity Employer.

This job description is subject to change at any time.