Dir, Customer Strategy, Innovation and Performance

American Water; San Diego (CA); On-site; USD 124,800 - 198,900; Full time

Benefits offered by this job

401(k)

Employee Stock Purchase Plan

Medical, dental, and vision coverage

Paid time off

Life insurance

Health and wellness programs

Job summary

A leading utility company in California seeks a Director of Customer Strategy, Innovation, and Performance. You will lead customer-focused strategies integrating insights and digital innovation while managing teams and projects. The ideal candidate has over 10 years of experience in customer insights and digital product management, especially in the utility sector. This full-time role requires strong analytical skills and leadership abilities, and offers a comprehensive benefits package.

Qualifications

• 10+ years of experience in customer insights and digital product management.
• Proven leadership experience managing cross-functional teams.
• Experience in the utility industry is preferred.

Responsibilities

• Lead the customer insights program, including survey design and analytics.
• Define the digital customer product vision and roadmap.
• Oversee the creation and automation of dashboards and KPIs.

Skills

Analytical thinking

Strategic thinking

Problem-solving

Customer experience design

Digital innovation

Stakeholder management

Education

Bachelor’s degree in Business, Economics, Finance, Marketing, or a related field

Advanced degree preferred

Tools

SAP

Microsoft Office Suite

Data visualization tools

Job description

Dir, Customer Strategy, Innovation and Performance

Join to apply for the Dir, Customer Strategy, Innovation and Performance role at American Water

$124,800 - $198,900

In addition to compensation, you will be offered a comprehensive benefits package including 401(k), Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental and vision coverage, plus disability, paid time off, life insurance, voluntary benefits, health and wellness programs and much more!

American Water is also proud to offer employees learning opportunities and work experiences to grow professionally!

Primary Role

The Director of Customer Strategy, Innovation, and Performance is responsible for leading a comprehensive customer-focused strategy that integrates insights and digital innovation. This role oversees the development and execution of customer experience initiatives, digital product strategies, ensuring alignment with business goals, regulatory compliance, and customer satisfaction.

Key Accountabilities

Customer Insights & Performance

• Lead the customer insights program, including survey design, analytics, and performance metrics.
• Develop and share best practices to improve customer satisfaction and reduce detractors.
• Oversee the creation and automation of dashboards and KPIs for customer service performance.
• Manage relationships with external survey vendors (e.g., JD Power) and internal stakeholders.
• Manage customer strategy working groups and initiative completion with multiple functions.

Digital Products & Innovation

• Define and execute the digital customer product vision and roadmap.
• Lead product lifecycle management from ideation to launch, ensuring alignment with customer needs and business objectives.
• Drive digital engagement strategies, including self‑service tools and digital communications.
• Analyze customer behavior and product performance to inform innovation and continuous improvement.
• Serve as a key advisor to the Chief Customer Officer on customer experience and digital transformation.
• Lead and mentor cross‑functional teams, including managers and analysts across insights, digital.
• Foster collaboration across departments including IT, Legal, Finance, Operations, and Customer Service.
• Champion a culture of innovation, accountability, and continuous improvement.

Knowledge/Skills

• Strong analytical, strategic thinking, and problem‑solving skills.
• Expertise in customer experience design, digital innovation, and regulatory frameworks.
• Proficiency in SAP, Microsoft Office Suite, and data visualization tools.
• Excellent communication, presentation, and stakeholder management skills.

Experience/Education

Education

• Bachelor’s degree in Business, Economics, Finance, Marketing, or a related field. Advanced degree preferred.

Experience

• 10+ years of experience in customer insights, digital product management, preferably in the utility industry.
• Proven leadership experience managing cross‑functional teams and complex projects.
• Standard office environment.
• Travel up to 25% as required.

Seniority level: Not Applicable

Employment type: Full‑time

Job function: Other; Industries: Utilities