Customer Experience Delivery Manager

Evergy; Kansas City (MO); On-site; USD 60,000 - 100,000; Full time

Job summary

Evergy is seeking a Customer Experience Delivery Manager to lead customer journey initiatives across programs, manage resources, budgets, and vendor relationships, and align effort with CCS division goals.

You will guide business cases, prioritize work, and coordinate across business, strategy, and IT to ensure high-quality outcomes and advance Evergy's customer experience strategy.

Qualifications

• Bachelor's degree in business, marketing, economics, or related discipline preferred.
• Master's degree preferred.
• 4–8 years of customer-facing processes/PM leadership experience preferred.
• Familiarity with IT practices and systems such as ServiceNow or JIRA.

Responsibilities

• Owns customer experience initiatives across the project life cycle (ideation, prioritization, value proposition, testing, implementation, measurement, reporting).
• Develop customer proposals and conduct customer presentations.
• Manage resources including vendors and subcontractors to meet CX objectives and financial goals.
• Monitor budgets and goals to ensure costs are controlled and aligned with strategy.
• Lead cross-functional teams and escalate risks/impediments as needed.
• Refine and deliver Evergy's customer experience strategy across divisions.

Skills

Communication

Presentations

Analytics

Leadership

Cross-functional

Problem solving

MS Office

IT systems

Education

Bachelor's degree (BA/BS) in business, economics, or related

Master's degree (preferred)

Tools

ServiceNow

JIRA

Job description

Job Description - Customer Experience Delivery Manager (CUS00JB)

Job Description

Customer Experience Delivery Manager - ( CUS00JB )

SUMMARY OF JOB RESPONSIBILITIES AND REQUIREMENTS

JOB TITLE: Customer Experience Delivery Manager, Evergy Strategy & Support

REQUISITION: CUS00JB

DEPARTMENT: Customer Experience Delivery - Kansas City Headquarter, Topeka General Office or Wichita Service Center

LOCATION: Kansas City, MO
Topeka, KS
Wichita, KS

PAY RANGE: CX Delivery Mgr I: $54,400 - $68,000
CX Delivery Mgr II: $66,600 - $83,200
Sr CX Delivery Mgr: $84,500 - $112,600

Scheduled Work Hours: Monday - Friday, 8:00 a.m. - 5:00 p.m. (Other hours as required)

SUMMARY OF PRIMARY DUTIES AND RESPONSIBILITIES

Reporting to the Manager, Customer Experience Delivery, this position has ownership, provides subject matter expertise, and project management leadership of customer (experience delivery) journeys. Responsible for identification of resources needed to best support initiative/project while gaining commitment from business owner within the Customer and Community Solutions division. Guide development of business case(s), prioritization, strategic approach, and plans for work. Highly engaged across the division and IT to ensure plans are clear, challenges are removed, and high-quality outcomes are delivered. Collaboration across business, strategy, and support groups to reconcile value proposition to Evergy and CCS divisional objectives. Contribute to the continual refinement and delivery of Evergy's customer experience strategy to reach and sustain distinctiveness at corporate and industry levels.

Duties and Responsibilities

• Responsible for managing 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 the prescribed objectives including overall customer experience and financial results desired in alignment with corporate strategy.
• Ensures costs are effectively managed by establishing and monitoring budgets and goals.
• Management of cross functional teams
• Track and elevate risks, issues, and impediments that may impact CX journey outcome delivery, and recommend changes to strategy and plans when appropriate to ensure outcomes are delivered
• Continuous refinement and deliver of Evergy's customer experience strategy

Education and Experience Requirements

• Bachelor's degree in business administration, marketing, economics, or a related discipline is preferred.
• Master's degree preferred.
• Minimum of Four (4) to eight (8) years of customer facing processes, tools, technology, including project management leadership or equivalent is preferred.
• Thorough knowledge of project management life cycles, including Agile and Waterfall approaches
• Experience in customer experience strategy, value proposition, vendor and partner management, and budget responsibility highly desirable.
• Experience with IT practices (Quarterly Room Planning) and systems (Service Now, JIRA, other)

Skills, Knowledge, and Abilities Required

• Exceptional communication skills, written and verbal
• Experience in presenting customer solutions to decision-makers.
• Strong analytical skills and ability to synthesize multiple data sources to gain insights and develop action plans, as well as an ability to execute against plans with excellence.
• Experience leading and managing cross functional teams.
• Track record of creative thinking and problem solving, as well as an ability to deliver successful, innovative solutions to business.
• Demonstrable skills in leading people and projects while coordinating activities through a diverse group of people.
• Understanding of technology solutions customer facing a plus.
• Familiarity with electric utility industry a plus.
• Proficiency in Microsoft Office software applications.
• General knowledge of utility operations, field construction practices, outage management, and emergency response activities is preferred.

Licenses, Certifications, Bonding, and/or Testing Required

• Project Management certification preferred but not required.

Working Conditions

• Normal office working conditions. Occasional travel between office locations for in-person meetings will be required.

Evergy has a clear mission - To empower a better future. Evergy chooses to live this mission by valuing People First. We know that to lead the responsible energy transition and provide affordable, reliable, and sustainable service to our customers and communities, we need a team with a variety of backgrounds, perspectives and skills. We are committed to building a team where everyone - regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status - has a voice and can bring their best every day. Evergy is proud to be an equal opportunity workplace and is an affirmative action employer.

Disclaimer: The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.