Director II, Customer Experience Products & Platforms

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of Do you want a workplace that will challenge you and offer you opportunities to learn and grow A position at Xcel Energy could be just what youre looking for.

Director II Customer Experience Products & Platforms

Position Summary

Responsible for developing and delivering one or more end-to-end services for specified IT functions and/or business units (BU). Drives overall IT planning efforts; ensures alignment with enterprise IT strategy and standards. Manages IT portfolio in collaboration with other IT and business leaders. Responsible for IT financial budgets including capital O&M in servicing and value realization. Directs strategic application infrastructure and/or network development support maintenance operations for all delivery functions. Develops and coaches teams.

Essential Responsibilities

• Relationship Management: Build strong effective partnerships with internal and external teams; Strong executive presence; able to influence and navigate complex and competing interest of multiple stakeholders
• Strategy and Planning: Develop and manage strategic technology plans and roadmaps; Collaborate with IT and business leaders to build and develop the long and mid-term strategic plans to enable business objectives; Drive process improvements and IT service optimization
• Operational / Delivery Management: Manages identification investigation and solving production problems including preventative measures and appropriate communication to clients regarding resolution; has in-depth knowledge of business operations and drives ongoing improvements in IT performance
• Portfolio Management: Management of investments projects and activities within a IT portfolio; Manage objectives priorities delivery and financials
• Talent Development: Develop a high performing team by building skills through coaching mentoring and ongoing training and development; Creates and environment of continuous learning and growth development; Develops leadership talent across the organization and develops plans for enhancing organizational talent
• Financial Management: Manages financial budgets: capital expense and in servicing; Manages regulatory commitments as appropriate; Effectively prioritizes financial spend based on strategic company objectives; Ensure financial prudency on behalf of customers and shareholders

Minimum Requirements

• Bachelors degree in business IT or related field or equivalent experience; Masters degree preferred.
• Sound understanding of core business processes industry trends technology and IT environments.
• Ten years of IT experience and/or integrated utility and regulatory business.
• Experience building and developing teams.
• Experience managing leaders of teams.
• Exceptional relationship management and communications skills.

Preferred Qualifications

• Proven experience leading digital product organizations with a track record of maturing teams from project-based delivery to a product operating model fostering ownership and accountability across cross-functional teams
• Demonstrated ability to articulate and measure business value including building business cases that tie product investments to measurable outcomes such as digital adoption customer satisfaction (NPS/CSAT) cost-to-serve reduction and call deflection
• Experience driving operational efficiencies while delivering exceptional customer experiences that increase self-service adoption and reduce customer effort
• Strong executive presence with superior business relationship management skills including experience presenting to senior leadership facilitating trade-off conversations and influencing prioritization across business units without direct authority
• Familiarity with digital customer experience platforms including CMS (Adobe Experience Manager Sitecore) CRM/contact center solutions (Salesforce) and mobile application delivery
• Experience leading product teams in scaled Agile environments with a focus on value-driven roadmap prioritization balancing customer outcomes against cost and effort
• Utility or energy industry experience preferred; experience in other regulated industries (financial services telecommunications healthcare) with complex customer journeys is also valued

As a leading combination electricity and natural gas energy company Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy we strive to be the preferred and trusted provider of the energy our customers need. If youre ready to be a part of something big we invite you to join our team.

All qualified applicants will receive consideration for employment without regard to age race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.

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