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Dominion Energy Customer Experience Design & Delivery Specialist (CX) in RICHMOND, Virginia

Customer Experience Design & Delivery Specialist (CX)

At Dominion Energy we love our jobs. That’s right. Love. Every day we go to work filled with passion to be excellent, to creatively problem solve and to innovate. These are exciting days for energy companies, and Dominion Energy aims to shape the future of energy in America. We are looking at all of our work with fresh eyes, retooling everything we do, in every part of the company, to operate more sustainably and to deliver energy more reliably than ever. We are looking for interesting, independent thinkers and doers who can help shape the culture of a forward-looking company that’s proud of its rich legacy. Are you a change agent? Do you think differently? Do you want to fall in love with your job? If you answered “yes,” then read on!

At this time, Dominion Energy cannot transfer nor sponsor a work visa for this position.

This position does not offer relocation assistance.

Job Summary

Do you want to come to work every day excited about the opportunity to make people’s lives better through creating innovative and inventive ways to improve customers’ experiences and journeys? Do you want to use your analytical, technological, emotional and leadership skillsets to make a difference in the way people interact with one of their most critical service providers? If you possess these skills and a strategic mindset, we would love to talk with you!

This position provides an exciting opportunity to play a critical role in building the Customer Experience Strategy (CX) at Dominion Energy. The successful candidate will serve as a CX thought leader focusing on the design and implementation of customer-centered solutions, with emphasis on transforming our key customer experiences/journeys to be best-in-class and beyond. In collaboration with CX analysts, CX strategists, business leaders and technologists, the selected candidate will lead and serve as a change-agent focusing on CX and human-centered-design (HCD) projects in order to eliminate customer pain points and create the best possible customer experiences.

The successful candidate will lead by understanding the root of business challenges and empowering cross-functional teams to envision solutions to improve customer experiences. By utilizing CX and Agile tools, processes and methodologies , the successful candidate will make a lasting difference in the way customers interact with Dominion Energy in the future.

This role requires an individual with a strategic, human-centered-approach, to lead, enable and partner on Customer Experience/Journey Design efforts across the company’s footprint. The successful candidate will be an advocate for customers and employees, a creative problem solver, and a leader who will collaborate across teams and disciplines to implement new and enhanced experiences for both customers and employees. This individual will be a vital part of building the internal infrastructure necessary to propel a sustainable, customer-centered culture.

Specific responsibilities include but are not limited to:

  • Build consumer personas, identify pain points and map customer experience journeys to envision experiences (customer and employee) across channels based on deep customer understanding.

  • Lead experience ideation workshops, partnering with cross-functional teams; facilitate conversations and champion powerful, unexpected insights to yield solutions to pertinent experiential problems

  • Leverage a human-centered approach to design and implement internal processes that impact the customer experience.

  • Lead the definition and development of prototypes and pilots aligned with journey redesign efforts.

The company is actively seeking United States military veterans and service members who meet the qualifications outlined below.

  • Military service members and veterans with ranks from E5-E9, W1-CW5, or O3-O6, plus appropriate equivalent combination of education and years of experience as outlined below.

Required Knowledge, Skills, Abilities & Experience

5+ years of directly related experience. Experience in strategy development, customer experience and/or organizational design strongly preferred. (Note: A Master's degree will count as one year towards the experience requirement. A partial year of six months or more will be rounded up to one year).

Experience in leading CX or brand UX projects is highly preferred.

Other related knowledge, skills, abilities and experience include:

  • Experience working with customer insights, developing Experience/Journey Design programs, facilitating ideation sessions, building prototypes, launching experience pilots and working with Agile methods.

  • Expertise in leveraging Human-Centered-Design (HCD) on creating products and services, as well as in building this capability within an organization.

  • Creative with structured thinking, and an emphatic storyteller, guided by audience and industry insights

  • Strong record of success in working on complex, multi-dimensional programs

  • Ability to take initiative, think strategically, connect dots across multiple threads and drive results

  • Entrepreneurial and innovative mindset

  • Ability to build and manage relationships with stakeholders at all levels

Education Requirements

Bachelors degree or higher from a college or university is required.

Licenses, Certifications, or Quals Description

Working Conditions

Travel Up to 25%

Other Working Conditions

Test Description

No testing required.

Export Control

Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.

Other Information

We offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which may include: health benefits with coverage for families and domestic partners, vacation, retirement plans, paid holidays, tuition reimbursement, and much more. To learn more about our benefits, click here

Dominion Energy is an equal opportunity employer and is committed to a diverse workforce. Qualified applicants will receive consideration for employment without regard to their protected veteran or disabled status.

You can experience the excitement of our company – it's the difference between taking a job and starting a career.

Top 3 Reasons to Work at Dominion Energy1. Great Work Life Balance2. Generous Pay and Benefits3. Collaborative & Inclusive Culture

About Dominion EnergyI am your warm cup of coffee in the morning and I light your home at night. I am the cool breeze from your A/C on the hottest day in summer, and the red coil that heats your soup pot on a frigid winter’s day. I am sustainable, reliable and affordable. I am not just any energy… I am Dominion Energy. We're transforming the way we do business to build a more sustainable future for the planet, our customers, our team and our industry. We're shaping the future of energy in America. Join us!

Facts:·21,000 employees·Headquarters: Richmond, VA·16 states in the US·$100 billion of assets·Nearly $35 million in charitable contributions·100,000+ volunteer hours recorded in the community

Nearest Major Market:RichmondJob Segment:Sustainability, User Experience, Energy, Technology

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