Customer Experience Strategic Advisors

Position Description
Seattle City Light, a department of the City of Seattle, is one of the nation’s largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle's electricity affordable, reliable, and environmentally sound. Today, City Light is a recognized national leader in energy efficiency and environmental stewardship.
Seattle City Light has two exciting opportunities for highly motivated, dynamic individuals interested in leveraging customer data to help Seattle City Light become a more responsive, trusted, customer-centric utility. Reporting to the Customer Experience Manager, the newly created Customer Insights Advisor position will be responsible for translating customer data into meaningful and actionable insights and the Experience Design Advisor will help improve and create equitable and simple experiences, all to support and influence strategic decisions and product and service delivery across the utility. These positions will work closely with a third team member, the Omnichannel Advisor.
The Customer Insights Advisor position will operate as the utility’s authoritative expert on customer insights, providing recommendations to program staff, cross-functional teams, and senior leadership. The position will develop and support execution of a utility customer research roadmap and be responsible for lifecycle management of the research initiatives from initial study design to strategic communication of results. The Customer Insights Advisor will synthesize information from syndicated surveys, utility surveys, customer service channels, and direct customer engagement to generate insights and communicate actionable findings and recommendations via written reports and presentations to program staff and leadership. The position will contribute key voice of the customer insights to inform strategic decision-making and opportunities for new and enhanced customer product and service delivery to help Seattle City Light deliver the right product to customers at the right time in the right way.
The Experience Design Advisor will be responsible for translating the customer experience strategy and foundational principles into product and service experience design, including developing experiences and journeys for new offerings and understanding, evaluating, and mapping experiences for existing offerings and services. The Experience Design Advisor will be the utility’s subject matter expert on journey mapping and personas, working closely with the Customer Insights Advisor to leverage voice of the customer data to identify areas of opportunity and improvement. This Advisor will support teams throughout the utility in understanding and developing experiences while also managing Customer Experience Team-led journey mapping projects.
Together, these positions will help the utility understand the current experiences of the utility’s customers, leverage insights to create actionable improvements, develop new customer-centric experiences, and support initiatives across multiple business areas for a broad range of customers.
The Customer Insights Advisor and Experience Design Advisor, along with an Omnichannel Advisor, will report to the Customer Experience Manager who reports to the Customer Experience Director within the Customer Care and Energy Solutions Business Unit.
Job Responsibilities
Here Is More About What You’ll Be Doing
These job responsibilities are applicable to the Customer Insights Advisor:

• Manage City Light’s longitudinal customer satisfaction study and associated bi-annual surveys.
• Identify improvement opportunities to streamline experiences, processes, and procedures to support customer experience strategic goals.
• Develop, manage, and execute a customer research roadmap.
• Other related duties as assigned.
• Prepare and deliver tailored reports and presentations to internal stakeholders summarizing customer research and insights findings.
• Provide strategic insights informed by data analyses to leadership to support decision-making and prioritization of initiatives.
• Analyze and interpret quantitative and qualitative research findings, insights and recommendations that will help improve customer satisfaction.
• Research industry trends and best practices, opportunities, and risks.
• Partner with other teams, business units, and City departments on projects and improvement efforts.
• Identify key performance indicators (and underlying data) to understand customer satisfaction and experiences.
• Manage customer research activities, including managing consultant contracts for specific research projects (such as ongoing benchmark survey contracts).

These job responsibilities are applicable to the Experience Design Advisor:

• Other related duties as assigned.
• Facilitate workshops to guide project teams through journey mapping exercises and to train teams in completing journey mapping activities on their own.
• Partner closely with Customer Energy Solutions program managers to support the design and implementation phases of the Program Lifecycle.
• Develop journey maps for core customer journeys and personas.
• Identify key performance indicators (and underlying data) to understand customer satisfaction and experiences.
• Translate findings from journey mapping into opportunities for improvements and/or design elements for new products and programs.
• Lead project teams to identify and create customer personas, segments, journey maps, and blueprints.
• Provide experience design support to other teams, business units, and City departments on projects and improvement efforts.
• Promotes and champions innovation and systems thinking to drive improvement through customer experience initiatives, including considering customer facing and related back office operational processes for improvement opportunities.

Qualifications
Required Qualifications: In addition to the skills and experience mentioned below, a successful applicant will have experience that reflects a commitment to creating fair and equitable outcomes and has:

• Education:
• 4 years’ experience related to managing complex, strategic programs or projects. Experience in UX design or human-centered design, customer experience design, voice of the customer tools and techniques, or statistical analyses, to meet customers and business goals highly desired.
• Experience
• Bachelor’s degree in business administration, public administration, marketing, communications, information management, user experience, data analytics, human-centered design, mathematics, or a related field.

OR: An equivalent combination of education and experience that demonstrates the ability to perform the position duties.
Desired Qualifications - You will be successful for either position if you have the following experience, skills, and abilities:

• Exceptionally customer-focused and oriented, with outstanding relationship-building skills including a proven ability to build and maintain a broad range of relationships and at a variety of levels, internally and externally comfortably and effectively.
• Ability to leverage analytical tools to uncover issues within the customer journey and recognize ongoing themes/trends.
• Experience with change management and process improvement practices.
• Deep knowledge of and expertise in customer KPIs such as satisfaction, net promoter score, and customer effort.
• Excellent communication skills including advanced writing and presentation skills.
• Experience working with voice of the customer and customer experience tools for insights and reporting.
• Demonstrated experience designing and executing customer research initiatives across a variety of platforms and channels.
• Demonstrated ability to effectively build relationships with internal partners and other stakeholders through positive interaction and problem identification and resolution.
• Expertise designing and interpreting data visualizations.
• Demonstrated ability to work in and manage ambiguity; capable of dealing with issues that do not always have a process or a system in place.
• Experience leading and developing traditional customer research techniques (satisfaction trackers, focus groups, surveys, and segmentation studies).
• Demonstrated commitment to equity, professional development, and continuous learning.
• Strong cross-functional communication and prioritization skills to coordinate with numerous stakeholders to drive efforts forward.
• Ability to think both strategically and tactically with strong attention to detail.

Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Additional Information
Application Process
Please Submit The Following With Your Online Application

• A current resume of your educational and professional work experience
• A cover letter in which you clearly describe how your knowledge, experience, skills, and abilities prepare you for the job responsibilities and qualifications outlined in the job announcement.

Who May Apply: This position is open to all candidates who meet the qualifications. Seattle City Light values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. Seattle City Light encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, and those with diverse life experiences.
Job offers are contingent on the verification of credentials and other information required by the employment process, including the completion of a background check, which includes conviction and arrest records in compliance with the Seattle’s Fair Chance Employment Ordinance, SMC 14.17 and the City of Seattle Personnel Rule 10.3. A driving history review may be conducted in compliance with SMC 4.79.020. Applicants will be provided an opportunity to explain or correct background information.
The full salary range for this position is $43.89-$65.83.
The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans.
Want to know more about Seattle City Light? Check out our web page: http://www.seattle.gov/light/.