Eversource Energy Director, Customer Experience Strategy in Berlin, Connecticut

Job Description Summary:

Role and Scope of Position:

Working with leaders across the enterprise to develop, gain approval for and execute the Customer Experience (CX) Plan. The CX Plan components should be: comprehensive, strategic, synergistic, based upon a sound business case, and have a strong focus on evolving the Customer Experience (CX).

Working with Customer Group (CG) peers, other internal partners and external experts, develop, gain approval for, and execute an annual CG Business Plan. Direct the CX Transformation function and represent the function to many executive level areas of ES.

Direct Customer Group’s Project Managers, who lead the execution of the projects within the CG Business Plan. Provide effective CX Plan communications, including the development and delivery of presentations to a variety of audiences (Board of Trustees, Senior Leadership, etc.) to gain support and understanding of the CX Plan. Recognize, organize, and take action on those issues and ideas that would benefit the Customer Group as a whole.

Essential Functions:

 Demonstrates ability to develop a strategic plan that is based upon a sound business case, considering: cost, customer benefits, operational benefits, inside/outside industry best practices, omni channel delivery, and time to market.

 Demonstrates ability to execute a strategic plan, on budget and with a bias for action.

 Demonstrates ability to gain consensus on critical/complicated issues to achieve and influence results.

 Furthers the use and practice of Customer Journey Mapping as it relates to the development and maintenance of the CG Business Plan.

 Demonstrates ability to leverage existing investments and always striving for the win/win outcomes.

 Builds and maintains a network of stakeholder contacts across the company and within the industry.

 Demonstrates ability to develop and deliver compelling and substantive presentations.

 Demonstrates a strong affinity for Project Management to ensure effective leadership and coaching for this team.

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill: Strong skills required in the following areas: critical thinking, problem solving, written and verbal communication, power point, consensus building, project management, budget management, and overall organization

Education: BS or BA required; MS or MA preferred

Experience : 12+ years of utility or equivalent

Licenses & Certifications: n/a

Working Conditions: Reporting location is flexible, though employee will need to travel in the 3-state area – MA, NH, and CT, typically 2-4 times per month.

Problem Solving & Complexity: This role requires the ability to solve strategic problems.The nature of these problems can include any or all of the following:financial, technical, functional, and process.

Worker Type:


Number of Openings:


SEO Category:

Business Development Jobs

EEO Statement

Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor