Manager - Customer Journey

The base salary for this position is dependent upon experience and location.

Locations: Boston MA or Orange CT

Salary range: $138343.00 to $180789.00

Job Summary

The Manager Customer Journey is a strategic leadership role within the Digital Product and Customer Journey team at Avangrid. This position is responsible for designing managing and optimizing end-to-end customer journeys across digital and traditional channels to enhance customer satisfaction loyalty and operational efficiency.

As part of the Iberdrola Groupone of the worlds largest energy utilities and the global leader in wind powerAvangrid serves over 3 million customers across multiple states. This role plays a critical part in aligning customer experience strategies with Avangrids broader digital transformation and sustainability goals.

You will lead a team focused on journey mapping service design and customer insight integration working cross-functionally to ensure that every customer interaction is seamless personalized and value-driven.

You will be taking on a unique position within the team working over many states as a single voice of alignment and ensuring the Digital Product portfolio meets the needs of all of our customers and regulators.

You will work in a transforming Agile environment and be a force for further business transformation within the wider teams. This is a hugely exciting time to experience working in a global leading organization.

Key Responsibilities

• Develop and Lead Customer Journey Strategy: Define and implement a comprehensive customer journey strategy aligned with business goals and customer expectations.

• Manage and Mentor Journey Teams: Lead a team of journey designers and analysts providing coaching performance feedback and professional development.

• Map and Optimize Customer Journeys: Oversee the mapping of current and future-state journeys identifying pain points and opportunities for improvement.

• Embed Customer-Centric Design: Ensure customer needs are at the core of all service and experience design initiatives.

• Collaborate Across Functions: Partner with Product IT Marketing Customer Care and Regulatory teams to align journey improvements with business priorities.

• Leverage Data and Insights: Use customer feedback analytics and behavioral data to inform journey enhancements and measure impact.

• Support Digital Transformation: Align journey initiatives with digital product development to ensure seamless integration and adoption.

• Ensure Regulatory and Accessibility Compliance: Guarantee that all journey designs meet regulatory accessibility and cybersecurity standards.

• Promote Innovation and Continuous Improvement: Foster a culture of experimentation learning and customer empathy across the organization.

• Monitor and Report on Journey Performance: Establish KPIs and reporting frameworks to track journey effectiveness and customer satisfaction.

• Lead Change Management Initiatives: Drive organizational change to embed customer journey thinking into business processes and culture.

• Represent Customer Experience in Executive Forums: Present journey insights progress and recommendations to senior leadership and stakeholders.

• Manage External Partners: Collaborate with vendors and consultants to support journey mapping research and design initiatives.

Required Qualifications

• Education & Experience Required:
  • Bachelors degree in Technology Digital Business or related field
  • 8 years of experience in digital product management with at least 3 years in a leadership or managerial role.
  • Strong understanding of Agile frameworks and digital transformation practices.

• Skills/Abilities:
  • Exceptional Communication SkillsProven ability to communicate clearly and persuasively across all levels of the organization and with external partners including negotiation and stakeholder alignment.
  • Strategic Journey ThinkingSkilled at synthesizing complex customer needs business goals and operational challenges into a unified customer experience strategy.
  • Business AcumenStrong understanding of business drivers and the ability to align customer experience initiatives with measurable value and ROI.
  • Cross-Functional InfluenceAdept at working across departments and organizational boundaries to drive alignment and collaboration on customer journey improvements.
  • Challenger MindsetConfident in questioning the status quo and influencing cross-functional teams and senior leaders to adopt customer-first approaches.
  • Industry AwarenessMaintains a strong understanding of trends and best practices in customer experience across the utility sector and adjacent industries.
  • Results-Oriented LeadershipDemonstrated ability to deliver impactful outcomes while managing multiple priorities and stakeholders in a dynamic environment.
  • Resilience and Decision-Making Under PressureCapable of making thoughtful risk-balanced decisions in high-pressure situations to maintain service excellence.
  • Operational ExcellenceTrack record of driving continuous improvement in customer-facing processes and service delivery.
  • Analytical ThinkingHigh proficiency in interpreting customer data and journey analytics including statistical insights to inform strategic decisions.
  • Financial InsightClear understanding of how customer experience initiatives impact financial performance and operational efficiency.
  • Digital Experience ExpertiseDeep experience in digital customer engagement including self-service platforms omnichannel integration and journey orchestration.
  • Partnership DevelopmentSkilled in building and managing relationships with external partners to enhance customer experience capabilities and innovation.
  • Mobility and FlexibilityWillingness and ability to travel across Avangrids service areas to support customer experience initiatives and stakeholder engagement.
  • Innovation AwarenessIn-depth knowledge of emerging technologies and digital trends (e.g. IoT AI social media) that influence customer expectations and behavior.
  • Change LeadershipProven ability to lead customer-centric transformation initiatives across diverse teams and organizational cultures using Agile and other change frameworks.

• Minimum criteria
  • Strategic thinker and ROI delivery focused
  • Ability to prioritize and use initiative at appropriate level
  • Specialist knowledge in Digital/Web and Customer Services business areas
  • Understanding of commercial impact and opportunities of online/self-serve customer service marketing and sales
  • Strong communication and stakeholder management skillset
  • Strong business acumen and analytical skills
  • Well-developed negotiation/influencing skills
  • Awareness of Regulatory environment

Preferred Qualifications

• MBA or related advanced degree

• Experience working in a global company or matrix reporting organization

Competencies

• Growth & Continuous Improvement

• Initiative & Change

• Focused on Results

• Customer Centric (internal and/or external)

• Communication

• Collaboration

• Leadership (people managers/leaders)

Disclaimer

AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individuals sex gender gender identification gender expression race color religion national origin age ancestry genetic information medical condition physical or mental disability marital status sexual orientation military or veteran status or other characteristics or conditions protected by law.

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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 AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables

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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.
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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.

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