2022 Exelon Hiring Update
Our hiring process looks a bit different today as a result of the COVID-19 pandemic, with 100 percent virtual interviewing and other solutions in place to facilitate proper social distancing, we remain focused on powering possibilities for new talent who are ready to join us in making a difference. Those who apply for employment with Exelon must be fully vaccinated against COVID-19 as a condition of hire (i.e., have received two doses of a two-dose vaccine, or one dose of a single-dose vaccine), subject to approved requests for exemption.

Exelon was recently separated into two publicly traded companies, Exelon and Constellation. Exelon is the parent company for our fully regulated transmission and distribution utilities, delivering electricity and natural gas to more than 10 million customers. Constellation is the largest supplier of clean energy and sustainable solutions to homes, businesses and public-sector customers across the continental U.S., backed by more than 31,000 megawatts of generating capacity consisting of nuclear, wind, solar, natural gas and hydro assets. If you are looking for career opportunities in commercial, generation or home services, please visit jobs.constellationenergy.com for more information.

Customer Experience Manager

This job posting is no longer active.

Location: HOUSTON, TX, United States
Organization: Constellation New Energy, Inc.
Job ID: 235760
Date Posted: Feb 1, 2022
Job: General

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Job Description

Description

At Exelon, we've got a place for you!

Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.

Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.

Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!


PRIMARY PURPOSE OF POSITION

This role is responsible for creating organizational alignment on customer experience (CX) best practices and establishing a strong cross functional CX governance throughout the Mass Markets organization and supporting functions. Will work closely with care, marketing, sales and operations leaders to support, enact and model the customer-centric behaviors desired by all employees.


PRIMARY DUTIES AND ACCOUNTABILITIES
  • Evaluating, analyzing and reporting VOC data along with behavioral, operational and transactional data to help influence decisions, prioritize projects and identify opportunities to improve CX through every stage of the customer lifecycle (30%)
  • Managing the various CX and UX vendors to ensure the business is receiving optimal value and support (20%)
  • Developing formalized internal processes to affect actions and decisions throughout the business ensuring all employees consider the impact of CX in their routine business initiatives (20%)
  • Identifying opportunities to improve CX metrics (NPS, CSAT, level of effort) and collaborating across functional teams to drive change (20%)
  • Developing and continuously improving a closed loop process with customers to ensure we are meeting expectations that build trust, increase satisfaction and likelihood to recommend (10%)

JOB SCOPE

The Customer Experience Manager will manage external CX vendor relationships and will collaborate cross functionally to drive changes and efficiencies that impact CX metrics including Customer Satisfaction, Customer Effort and Net Promoter Score.

Qualifications

MINIMUM QUALIFICATIONS
  • Minimum 8 years of marketing, customer care or CX related experience
  • Proven project management skills
  • Proficiency with the entire MS Suite
  • Demonstrated experience in transforming raw data into valuable insights
  • Demonstrated ability to work successfully cross functionally within a group
  • Excellent communication skills - Strong organization and analytical skills

PREFERRED QUALIFICATIONS
  • Bachelor's degree in Business Administration or related discipline
  • Proven project management skills
  • Demonstrated ability to work successfully cross functionally
  • Qualification or experience in customer loyalty or satisfaction measurement

Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

VEVRAA Federal Contractor

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