Digital Experience & Operational Resilience Lead

American Electric Power; Columbus (OH); On-site; USD 137,000 - 178,000; Full time

Job summary

American Electric Power in Columbus, Ohio seeks a seasoned leader to own the customer Operations digital experience across web, mobile, IVR, digital assistant, text, email, and future self-service channels. You will translate priorities into a multi-year roadmap to improve customer experience, increase self-service adoption, and reduce avoidable contacts.

You will partner with IT, Operating Companies, and the Customer Collaborative to ensure unified customer journeys, monitor outcomes, and drive

Qualifications

• Seven+ years in a customer service or support org.
• Experience leading cross-functional programs in digital customer experience.
• Experience with web, mobile, IVR, chatbots, text, email, and CRM platforms.

Responsibilities

• Own the customer operations digital experience roadmap across channels.
• Partner with Operating Companies, Customer Collaborative, IT, and product leads to deliver improvements.
• Lead end-to-end initiatives from concept to deployment and adoption.
• Establish adoption metrics, dashboards, and governance for outcomes.
• Act as the primary liaison for customer experience priorities and opportunities.

Skills

Roadmap management

Stakeholder engagement

Digital CX

Omnichannel delivery

Change management

CRM technologies

IVR & chatbots

Education

Bachelor's degree in Business Administration or Computer Science or equivalent

Job description

American Electric Power in Columbus, Ohio seeks a seasoned leader to own the customer Operations digital experience across web, mobile, IVR, digital assistant, text, email, and future self-service channels. You will translate priorities into a multi-year roadmap to improve customer experience, increase self-service adoption, and reduce avoidable contacts.

You will partner with IT, Operating Companies, and the Customer Collaborative to ensure unified customer journeys, monitor outcomes, and drive