Customer Experience Delivery Lead

Evergy; Kansas City (KS); On-site; USD 65,000 - 113,000; Full time

Job summary

Evergy is seeking a Customer Experience Delivery Manager to oversee customer journeys, coordinate with business owners and IT, and ensure high-quality outcomes aligned with CCS and corporate strategy. The role emphasizes leadership, stakeholder engagement, and delivering measurable CX improvements.

The position requires strong PM skills across Agile/Waterfall, vendor management, and budgeting in a large utility context. Travel between offices is possible as needed.

Qualifications

• Bachelor's degree in business or related field preferred.
• 4–8 years of customer-facing PM leadership experience preferred.
• Experience with PM lifecycle ( Agile/Waterfall ) and IT systems such as ServiceNow and JIRA.
• Strong communication and cross-functional collaboration skills.
• Familiarity with electric utility industry a plus.

Responsibilities

• Manage customer experience initiatives across project life cycle (ideation, prioritization, value proposition, testing, implementation, measurement, and reporting).
• Develop customer proposals and conduct customer presentations.
• Resource management including vendor and subcontractors to drive objectives and financial results.
• Ensure costs are managed by establishing and monitoring budgets and goals.
• Lead cross-functional teams across divisions and IT.
• Track risks and issues and adjust strategy as needed to ensure outcomes.
• Refine and deliver Evergy's customer experience strategy.

Skills

Cross-functional leadership

Analytical skills

Project management

Communication skills

Microsoft Office

Stakeholder presentations

Team leadership

IT familiarity

Education

Bachelor's degree

Master's degree

Tools

ServiceNow

JIRA

Job description

Evergy is seeking a Customer Experience Delivery Manager to oversee customer journeys, coordinate with business owners and IT, and ensure high-quality outcomes aligned with CCS and corporate strategy. The role emphasizes leadership, stakeholder engagement, and delivering measurable CX improvements.

The position requires strong PM skills across Agile/Waterfall, vendor management, and budgeting in a large utility context. Travel between offices is possible as needed.