Director - Digital Cust Experience - PPL Services Corporation

Company Summary Statement :As one of the largest investor-owned utility companies in the United States, PPL Corporation (NYSE: PPL), is committed to creating long-term, sustainable value for our 3.5 million customers, our shareowners and the communities we serve. Our high-performing regulated utilities — PPL Electric Utilities, Louisville Gas and Electric, Kentucky Utilities and Rhode Island Energy — provide an outstanding experience for our customers, consistently ranking among the best utilities in the nation. PPL’s companies are also addressing challenges head-on by investing in new infrastructure and technology that is creating a smarter, more reliable and resilient energy grid. We are committed to doing our part to advance a cleaner energy future and drive innovation that enables us to achieve net-zero carbon emissions by 2050 while maintaining energy reliability and affordability for the customers and communities we serve. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.Overview:

PPL’s Customer & Data Analytics Office is seeking a Director of Digital Customer Experience - Product to be an integral part of the One PPL Digital Transformation.  The Director is a key role within PPL and is responsible for defining leading enterprise initiatives around digital customer experiences across the company.  Successful candidates have excellent communication and networking skills, a passion for being customer-centric, have a digital first mind set, be execution focused and have expertise in customer digital transformations.  This includes liaising with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across touchpoints. This Director will work with the various technology groups and be a partner with the Customer business stakeholders across the organization to steer the company to be a digital company. The role will report to the VP, Customer Experience & Data & Analytics.

 

NOTE:  This role is hybrid to our local offices in:  Allentown, PA; Louisville, KY; Providence, RI

Responsibilities:

1. Collaborate with senior leadership and customer business and technology stakeholders to define and lead a comprehensive strategy for digital customer experiences. Have an understanding who the company's customers are, target demographics, and what digital experiences customers are looking for
2. Evaluate existing IT systems, processes, and tools to identify pain points and areas for improvement in the new customer experience – think digital first
3. Collaborate with the technology teams to drive the seamless integration of digital channels (web, mobile, IVR etc) and processes into business workflows, maximizing efficiency and usability
4. Create and design multi and omni channel capabilities to drive digital adoption. Leverage AI and Automation to improve overall customer experience while reducing cost
5. Establish customer digital adoption metrics and KPIs to evaluate the effectiveness of digital customer experience initiatives, providing regular reports and insights to stakeholders. Implement strategies to enhance the overall digital customer experience based on analytics and learnings.
6. Recruit, mentor, and develop a high-performing team of professionals skilled in customer transformation programs and technology integration.
7. Ensure that the customer experience team works in collaboration with all other business and technology functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey
8. Partner with technology and business teams to assist efforts in training, user adoption of digital customer tools.
9. Encourage problem-solving, strategic thinking and customer-orientation amongst the team
10. Contribute to a positive culture of continuous improvement and operational excellence by identifying and implementing process improvements where appropriate.
11. May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.

Qualifications:

1. 10+ years progressively responsible leadership experience in driving digital customer transformations and technology integrations
2. Deep understanding of IT systems, platforms and processes, with the ability to translate technical concepts into strategic business solutions.
3. Ability to resolve complex issues independently and escalate to management as needed.
4. Excellent organizational, multitasking, and problem-solving skills.
5. Effectively communicates complex information with internal and external contacts at various organizational levels.
6. Experience establishing metrics/key performance indicators to measure business impact
7. Show a strong sense of ownership for their deliverables
8. Initiative and passion for finding solutions to ambiguous problems and ability to work in difficult situations and across organizational boundaries.
9. Strong communication skills both written and verbal, with ability to communicate or convey the results to audience at all levels.
10. Bachelor’s degree in Computer Science or related discipline

Preferred Qualifications: 

1. Utilities industry experience