Vice President - Customer Service

The base salary range for this position is dependent upon experience and location, ranging from: $200,000 - $248,800

What We Offer:

• Competitive benefits and growth opportunities

• Generous performance‑based bonuses

• 12% 401(k) match

• Comprehensive health, dental, and vision insurance

• Tuition reimbursement

• Professional development and clear career‑advancement pathways

For more information, please visit: Benefits - Avangrid

Job Summary:

This role leads the digital product and customer experience organization, in addition to IT digital solutions, big data, and customer communications functions. It is responsible for leading the entire customer experience lifecycle, from generating insights to product and communication development, implementation, and operational ownership. The goal is to deliver best-in-class customer, employee, and digital experiences while improving operational efficiency for the Network operating companies. A combination of senior leadership, as well as in-depth technical knowledge in the related areas is required, with the ability to balance multiple projects, and dependencies. Advanced analytical, project management, digital vision, technology, big data, marketing, and customer communications skills are required.

The role involves strategic collaboration and providing specialist digital and CX consultancy to company leaders, aiming to enhance key business performance indicators. Key responsibilities include evaluating opportunities from emerging digital technologies, communication tactics, data science, and digital business models. The role also focuses on developing valuable external relationships with vendors, industry partners, and analysts, while acting as a thought leader for Avangrid Networks' digital future. Additionally, this role is responsible for building digital and customer experience (CX) fluency across the organization and leading the development of customer-centric capabilities essential for business transformation.

Key Responsibilities:

• Lead the Digital and CX CoE function with both business and IT digital teams along with CX and Customer Communications.

• Design, develop, and implement the digital transformation roadmap and customer journeys.

• Develop and implement strategy to optimize customer experience.

• Develop, understand, and implement comprehensive customer research programs across Avangrid Networks.

• Be the executive leader for Digital across the Avangrid Networks companies by providing consultation and strategic oversight to the leadership team.

• Own all digital platforms across the Networks operating companies at a leadership level.

• Develop comprehensive action plans based on customer satisfaction plans to identify customer gaps and identify solutions to fill.

• Develop and implement all Avangrid Networks customer communications.

• Develop and implement customer marketing strategy of customer-facing products, programs, and self-service offerings.

• Lead the IT digital and big data teams, and collaborate with trade organizations and industry peers to identify new digital technology which improves customer experience/satisfaction while delivering cost efficiency.

• Lead the customer communications team to drive a proactive communication strategy across the operating companies.

• Implement comprehensive customer service quality programs cross-functionally at every Avangrid networks company, compliant with state regulatory rules in CT, MA, ME, and NY.

• Develop and implement performance reporting on progress to Customer Service targets.

• Coordinate and collaborate across Iberdrola globally in relevant business areas and as part of the Global Practice Group.

• Evaluate Disruptive and Technological landscapes, understanding the opportunities and threats created and translate this into a digital strategy that grows value for the company.

Required Qualifications:

• Bachelor’s Degree required with Master’s Degree preferred with a minimum of 15 years relevant experience preferred or equivalent work experience.

• Executive experience in the area or at a related one.

• Expert technical knowledge of core digital technologies, solutions, and partner opportunities.

• Executive experience with digital transformation implementation methodologies such as Agile, scrum, and continuous integration.

• Technical knowledge of core customer operations functions (billing, remittance, collections, contact center, digital), customer research techniques, customer communications, project management, budgeting, and compliance.

• Formal regulatory experience.

Preferred Qualifications:

• Expert at the development of cross-business digital and CX transformation.

• Expert at leading a combination of both business and technical skills across a large enterprise organization.

• Able to lead and motivate diverse teams of professionals.

• Able to work with all levels of management to produce exceptional results on time and on budget.

• Able to work cross-functionally and globally within Iberdrola.

• Knowledge of Digital technologies and best application to our customers.

• Demonstrated exceptional analytical, project management, and communication skills.

• Experienced in the application of customer research techniques to drive optimal customer experiences.

• Knowledge of electric and gas operations.

• Knowledge of financial budgeting, compliance reporting, and performance management.

• Knowledge of customer communication strategies, techniques, and costs.

• Proven ability to work within a matrix environment, including nationally and globally dispersed teams.

• Senior level Customer Experience or Digital professional with a proven track record of success managing complex multi-disciplined teams.

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Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at [email protected].

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions.  This does not include those that will work for Avangrid Power.

Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee’s management.

Job Posting End Date: