Customer Experience (CX) Product Manager
New York Power Authority | |
United States, New York, White Plains | |
123 Main Street (Show on map) | |
May 10, 2024 | |
Summary
The Customer Experience (CX) Product Manager will foster a customer-first approach throughout NYPA, leveraging customer experience tools and techniques (i.e. personas, journey maps) to advance how customer experience integrates with other functions at NYPA. The primary responsibility of this role will be to develop and periodically update a formal Customer Plan representing NYPA's customer strategy, consistent with NYPA's Vision2030. The Customer Plan will be a cohesive, overarching plan that ties together Customer Solution planning activities such Product Planning, Marketing Planning, Account Planning, Goal Setting, Budgeting, among others. As such, the CX Product Manager will coordinate annual planning for Customer Solutions, taking a strategic, long-term view and working to align with shorter term, (typically annual) plans, clearly defining gaps and opportunities. Representing the Customer Solutions department, this individual will work collaboratively with cross-functional leadership to define the plan's components and achieve support for the final product. In addition to planning and in partnership with the Voice of Customer Program Manager, this position will also develop and maintain methods for integrating the customers voice throughout NYPA's planning activities, products and services. This position is a new role within the product management team during an exciting time in NYPA's history, with a rapidly changing customer needs in a quickly evolving energy landscape. The CX Product Manager will be "at the table" and instrumental in driving clarity to how NYPA is addressing customer needs with respect to energy and decarbonization with scope spanning electricity, energy efficiency, distributed energy resources, renewables, electric vehicles, and more. The position will reside in NYPA Business, Marketing & Product team, reporting directly to the Sr. Director of Product Management, and work with a highly collaborative and passionate team of customer advocates - championing and seeking ways to systematically and programmatically bring the voice of the customer into all of NYPA's work while creating a cleaner future for all NYS. #LI-VB1 Responsibilities
Knowledge, Skills and Abilities
Education, Experience and Certifications
Physical Requirements
The New York Power Authority is committed to providing fair, competitive, and market-informed compensation. The target salary range for this position is: $118,920.00 - $163,510.00. The salary offered will be determined based on the successful candidates' relevant experience, knowledge, skills, and abilities. The New York Power Authority and Canal Corporation believes that diversity, equity, and inclusion drive our success, and we encourage women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents and veterans to apply. As an equal opportunity employer, NYPA/Canals is committed to building inclusive, innovative work environments with employees who reflect communities across New York and enthusiastically serve them. We proudly celebrate diversity and do not discriminate based on race/color, creed/religion, national origin, citizenship or immigration status, age, disability, military status, gender/sex, sexual orientation, gender identity/expression, pregnancy and related conditions, familial/marital status, domestic violence victim status, predisposing genetic characteristics, arrest/criminal conviction record or any other category protected by law. |