Customer Experience Manager

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