PPL Corporation - Director - Digital Cust Experience
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 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.
Overview
PPL’s Customer & Data Analytics Office is seeking a Director of Digital Customer Experience - Product to be an integral part of the OnePPL Digital Transformation. The Director 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, a digital first mindset, execution focus, and expertise in customer digital transformations.
NOTE: This role is Hybrid to our local offices in: Allentown, PA; Louisville, KY; Providence, RI
Responsibilities
- Collaborate with senior leadership and customer business and technology stakeholders to define and lead a comprehensive strategy for digital customer experiences.
- Evaluate existing IT systems, processes, and tools to identify pain points and areas for improvement in the new customer experience.
- Collaborate with technology teams to drive the seamless integration of digital channels and processes into business workflows.
- Create and design multi and omni-channel capabilities to drive digital adoption.
- Establish customer digital adoption metrics and KPIs to evaluate the effectiveness of digital customer experience initiatives.
- Recruit, mentor, and develop a high-performing team of professionals skilled in customer transformation programs and technology integration.
- Ensure collaboration with all other business and technology functions to consistently deliver great end-to-end customer experience.
- Partner with technology and business teams to assist efforts in training and user adoption of digital customer tools.
- Encourage problem-solving, strategic thinking, and customer-orientation amongst the team.
- Contribute to a positive culture of continuous improvement and operational excellence.
- May be assigned an Electric Utilities emergency and storm role.
Qualifications
- 10+ years progressively responsible leadership experience in driving digital customer transformations and technology integrations.
- Deep understanding of IT systems, platforms, and processes.
- Ability to resolve complex issues independently.
- Excellent organizational, multitasking, and problem-solving skills.
- Strong communication skills both written and verbal.
- Bachelor’s degree in Computer Science or related discipline.
Preferred Qualifications:
- Utilities industry experience.
The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both.
Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace.
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