CX Systems Strategy & Solutions Lead
American Electric Power Co.
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Benefits offered by this job
Job summary
American Electric Power is seeking a strategic IT Consultant Senior to lead Customer Experience Systems strategy and solutions. You will partner with Technology, Contact Center, and operations to shape AI-enabled enhancements, define outcomes, and ensure adoption across Genesys migrations and related digital channels.
The role emphasizes portfolio strategy, priority setting, and delivering measurable value through strong leadership, analytics, and product management across multiple business
Qualifications
- Bachelor's degree in computer science, engineering, information systems, business, or related field.
- Eight+ years of progressive technology, product, customer experience, or related experience.
- Experience leading cross-functional strategic initiatives or enterprise products.
- Knowledge of AI-enabled solutions, data readiness, and value measurement.
Responsibilities
- Develop and maintain the multi-year Customer Experience Systems strategy and product portfolio roadmap.
- Translate business needs into clear opportunities, product strategies, requirements, and outcomes.
- Lead product discovery, customer journey and employee workflow analysis, and value hypotheses.
- Partner with Technology and operations to drive adoption, governance, and measurable value.
Education
Job description
American Electric Power is seeking a strategic IT Consultant Senior to lead Customer Experience Systems strategy and solutions. You will partner with Technology, Contact Center, and operations to shape AI-enabled enhancements, define outcomes, and ensure adoption across Genesys migrations and related digital channels.
The role emphasizes portfolio strategy, priority setting, and delivering measurable value through strong leadership, analytics, and product management across multiple business
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