Easter Seals Jobs

Puget Sound Energy is looking to grow our community with top talented individuals like you! With our rapidly growing, award winning energy efficiency programs, our pathway to an exciting and innovative future is now. PSE'sCustomer Operationsteam is looking for qualified candidates to fill anopenCustomer Journey Managerposition! Specific details regarding the work arrangements for this position will be discussed in further detail during the interview process. Job Description The Customer Journey Manager defines, documents, manages, and optimizes customer journeys throughout the customer life cycle and across internal and external channels such as web, interactive voice response (IVR), live agent, mail, search, social, and chat media. Successful Customer Journey Managers work with business process owners, channel managers, and other subject matter experts to lead development, implementation, monitoring and continuous improvement of customer journeys in a rapidly evolving environment. Uphold the safety compliance standards inherent in PSE's operating and/or field procedures related to work responsibilities. Promote and supports a culture of total safety. Demonstrate commitment to conduct business honestly, ethically and consistent with our core values and Code of Conduct. Ensures duties are performed in accordance with all regulatory compliance obligations. Job Responsibilities Owns the entirety of the customer experience for their assigned customer journey(s): start/stop/transfer; billing and payment; and management of options selected in the customer's account preferences Monitors customer success/ease across assigned journey(s) Looks across all channels for consistency, focus on metrics (e.g., number of interactions to complete a task), ideal customer behaviors, and driving customers to self service Identify customer barriers to adoption and look for solutions that meet customer and business needs Provide business direction for the journey roadmap, both residential and non-managed business customers and prioritize future enhancements Collaborate across internal departments Work with data analysts, marketing, communications, and IT resources as necessary to maintain and enhance the journey in a data-driven and customer-center manner Partners with PSE's agile software development teams to define requirements (epics, features, stories) and provide business input on assigned journey(s). Plan/implement improvements as necessary Document all aspects of high priority customer experience components Represent PSE with internal and external stakeholders Performs other duties as assigned. Minimum Qualifications Bachelor's degree in business, marketing, finance, engineering or related field, or equivalent combination of education and work experience Minimum 5-7 years professional experience with a focus on the Customer Experience Strong lifecycle marketing experience and skills necessary to drive entire strategy for multiple customer segments Proven ability to lead and influence cross-functional teams and stakeholders to deliver complex customer-facing products or projects Excellent organizational, analysis, and problem solving skills including applying analysis and statistical methods to study complex and unique business issues Proven ability to generate business cases Proven ability to identify and use advanced customer and marketing analytics Proven project management skills Excellent written and oral communication skills Excellent organizational and interpersonal skills Ability to synthesize data and other information into clear, actionable deliverables Ability to build trust and value-based relationships with employees at all levels of internal and external organizations Ability to effectively manage conflict Deep understanding and empathy for customers, and expertise in