Customer Experience Delivery Manager

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

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 escape 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.

Work Locations: 1KC - Missouri HQ - Floor 26 One Kansas City Place 1200 Main St Kansas City 64105