Digital Platforms & Customer Experience Resilience Lead

AEP Service Corporation; United States; On-site; USD 137,000 - 178,000; Full time

Benefits offered by this job

Competitive benefits package

Job summary

AEP Service Corporation seeks a results-driven leader to own the Customer Operations digital experience and deliver a multi-channel roadmap spanning web, mobile, IVR, digital assistant, text, and email. You will align capabilities with strategic priorities and operating company needs, driving digital adoption and reducing customer effort.

As liaison across Customer Care Operations, IT, and business partners, you will measure outcomes, communicate progress to stakeholders, and ensure governance,

Qualifications

• Bachelor's degree in Business Administration, Computer Science or equivalent education and/or experience.
• Minimum of seven years' experience in a customer service or support organization.
• Experience leading complex cross-functional programs involving digital customer experience or contact center transformation.
• Proven ability to influence without direct authority and build consensus.

Responsibilities

• Own the customer operations digital experience roadmap across channels and align with business objectives.
• Collaborate with Operating Companies, Customer Collaborative teams, Digital Product Owners, IT, and operations leaders.
• Drive adoption, monitor outcomes, identify gaps, and realize benefits for digital initiatives.
• Lead governance, adoption strategies, and performance dashboards across stakeholders.
• Ensure regulatory compliance and operational readiness prior to deployment.
• Provide regular updates on roadmap progress, risks, and opportunities to leadership.

Skills

Digital product leadership

Roadmap management

Stakeholder engagement

Cross-functional leadership

Education

Bachelor's degree in Business Administration, Computer Science or equivalent education and/or experience

Tools

CRM technologies

Conversational AI platforms

Job description

AEP Service Corporation seeks a results-driven leader to own the Customer Operations digital experience and deliver a multi-channel roadmap spanning web, mobile, IVR, digital assistant, text, and email. You will align capabilities with strategic priorities and operating company needs, driving digital adoption and reducing customer effort.

As liaison across Customer Care Operations, IT, and business partners, you will measure outcomes, communicate progress to stakeholders, and ensure governance,