Job Posting End Date
11-14-2026 Please note the job posting will close on the day before the posting end date.
Job Summary
The position serves as the business owner and delivery leader for customer-facing digital capabilities across web, mobile, IVR, digital assistant, text, email, and emerging customer engagement channels. The role is accountable for translating Customer Collaborative and Operating Company priorities into an executable digital roadmap that improves customer experience, increases self-service adoption, reduces customer effort, and optimizes operational efficiency.
This individual acts as the primary liaison between Customer Care Operations, Operating Companies, the Customer Collaborative, Information Technology, and digital product teams to ensure a consistent, seamless, and customer-centric experience is delivered across all customer interaction channels. The role is responsible for driving adoption of new capabilities, monitoring business outcomes, identifying customer experience gaps, and ensuring technology investments deliver measurable value to customers and the organization.
Job Description
What You’ll Do:
Own the Customer Operations digital experience roadmap, ensuring customer-facing capabilities align with strategic business objectives, Customer Collaborative priorities, regulatory requirements, and Operating Company needs while developing and maintaining a multi-year roadmap focused on increasing digital adoption, reducing customer effort, improving customer satisfaction, reducing avoidable contacts, and optimizing cost-to-serve.
Partner with Operating Companies, Customer Collaborative teams, Digital Product Owners, IT, and Customer Operations leaders to identify, prioritize, and deliver customer experience improvements across all customer channels.
Serve as the business owner for the customer experience across IVR, Digital Assistant, Mobile Applications, Customer Web Portals, Text Messaging, Email Communications, and future self-service technologies.
Evaluate proposed technology changes, enhancements, and customer journeys to ensure a consistent unified customer experience while identifying and addressing customer experience gaps, redundancies, and inconsistencies between digital and assisted-service channels.
Provide end-to-end leadership for customer-facing digital initiatives from concept through deployment, adoption, benefit realization, and operational readiness, ensuring enhancements are successfully implemented, communicated, measured, and adopted by customers and internal stakeholders.
Establish adoption strategies, success metrics, performance dashboards, governance processes, and coordinated stakeholder communications while managing cross-functional resources, dependencies, timelines, and risks to ensure technology investments achieve intended business outcomes and successful delivery of roadmap initiatives.
Act as the primary Customer Operations liaison to the Customer Collaborative and Operating Companies regarding digital customer experience priorities, enhancements, performance, and future opportunities.
Represent the voice of customers and contact center operations during the design and implementation of customer-facing solutions while facilitating prioritization discussions and business case development to ensure digital investments address customer pain points and enterprise objectives.
Provide regular updates on roadmap progress, adoption results, customer feedback, operational impacts, risks, and future opportunities to stakeholders and leadership.
Leverage customer feedback, operational metrics, digital analytics, voice-of-customer insights, and contact center data to monitor digital containment, channel migration, adoption, customer effort, repeat contact rates, and customer satisfaction while identifying opportunities to eliminate avoidable contacts, improve self-service success rates, and create a seamless omnichannel experience.
Partner with IT and digital product teams to…