AES United States Director, Digital Commercial and Customer Experience in Indianapolis, Indiana
At AES, we raise the quality of life around the world by changing the way energy works. Everyone makes an impact every day in our small, global teams. Apply here to start an extraordinary career today.
The Director, Digital Commercial and Customer Experience will help drive digital commercial strategy and create a customer experience culture that brings to life AES brand promise and purpose across Sales and Marketing disciplines at AES Corporation.
This individual will be responsible for leading Digital Commercial Intelligence, informing Customer-Centric Commercial strategy and designing Non-Energy Go-To-Market applications. The leader will work with management to co-develop AES’s CX vision and roadmap; define and lead CX platform and all underlaying customer data analytics; oversee the ongoing deployment of AES CX management model; development of a CX architecture and support the execution of critical initiatives to differentiate AES’s customer experience
This individual will be the organizing force in building and delivering all critical components of the digital planning process and digital applications program governance to establish and enforce uniform communication protocols across all SBU commercial organizations. This individual will liaise with commercial customer engagement leader to help translate strategy into commercialized and differentiated plans and will serve to deliver critical digital business outcomes and provide a single point of contact to both internal and external commercial leadership.
Primary Job Responsibilities:
Identifies and realizes bold customer-centric digital plans and aligns resources to deliver digital solutions
Supports the enterprise customer experience vision, strategy, and roadmap, through architecture, solutions and execution.
Collaborate with commercial CX leader to act as a Change Agent/catalyst to promote needed culture change within across the Enterprise.
Drive positive customer experiences that create client and consumer value and satisfaction, retention and growth, building on voice of the customer feedback, and qualitative and quantitative data.
Establish and evangelize metrics-based success measurement model with key focus on financial rigor and customer effectiveness
Build overall commercial platform architecture in collaboration with Digital architecture team
Manages internal and external partner engagement execution and program governance
Drives CRM implementation for C&I customers, including defining features and analytics
Creates enduring competitive advantage through deployment of effective customer marketing programs combined with powerful insights
Builds a culture where teams are inspired to collaborate; ensure everyone understands their part in the process
Drive efficient and effective focus through adoption of a standardized and transparent KPIs
Act as a communication bridge between technology functions, brand marketing and the commercial organization
Identify customer pain points and leveraging tools to drive short-term solutions and long-term roadmaps
Leverage data to identify key opportunities for improving the customer experience and build customer loyalty
10-15 years of experience in B2B Digital Commercial and Industrial customer experience design, of which at least 3 years in Strategy development, with proven track record of leadership
Bachelor’s degree required, Master’s degree preferred
Experience in CX research, executing demographic and psychographic segmentations, journey mapping, and customer data analytics
Understanding of AI/ML applicability within customer intelligence
Experience in energy and/or manufacturing industry is preferable
Experience in program governance and agile methodology
Deep knowledge of best practices for operational excellence and customer experience management—in both a B2B, B2B2C environments
Results oriented collaborative team player with a keen ability to demystify and streamline process
Must have an above average ability to distill complex concepts and ideas to simple brief points of communication. This person must have the innate ability to communicate in a powerfully succinct manner in verbal and written form.
Strong evidence of strategic thinking and flourish in a fast-paced cross functional environment
Excellent interpersonal skills and ability to influence and organize
Results oriented with hands on approach
AES is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability or protected veteran status. E-Verify Notice: AES will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's I-9 to confirm work authorization.
Create an extraordinary future.
AES people raise the quality of life in communities around the world – from bringing electricity to rural communities in El Salvador for the first time, to engineering battery storage that makes a clean energy future possible. That’s a 24/7 responsibility, so we work like a 10,500-person start-up – all in, full-on, in small, hyper-connected teams of people from different divisions, specialties and cultures.
We recognize and reward contribution from anyone, anywhere. The only limit to our influence and impact is our own commitment. We measure our careers by the difference we make to our communities, colleagues and families. So we care as much about how we act as what we do, at work and in life. We don’t just work at AES. We work for AES. We are AES.
Global Opportunities: www.aes.com/careers
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