Director, Income-Qualified Customer Experience

CMS Energy, Corp.; Michigan; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation packages

Medical, Dental and Vision

401k with company match

Paid parental leave

Up to 13 paid Holidays

Paid time off

Educational Assistance Program

Job summary

CMS Energy, Corp. in Michigan seeks a Director to lead the income-qualified customer experience, driving access to energy assistance and simplifying enrollment for low- to moderate-income customers.

The role oversees a $100M+ portfolio, partners with regulators, agencies, and community organizations, and targets measurable improvements in enrollment, digital completion, energy savings, and customer satisfaction through data-driven strategies.

Qualifications

• Bachelor's degree with ten or more years of progressive leadership experience in LMI or related programs.
• Experience leading government-funded programs, partnerships with community organizations, and advocacy for policy change.
• Must have proven ability to manage diverse teams to achieve social and business outcomes.

Responsibilities

• Own end-to-end income-qualified customer journey including identification, outreach, enrollment, participation, and ongoing engagement.
• Design a proactive navigation model using data, digital tools, field and contact center insights, and referrals.

Skills

Customer journey leadership

Affordability strategy

Operational execution

Data and digital acumen

Regulatory influence

Partnership leadership

Enterprise leadership

Education

Bachelor's degree with ten or more years of progressive leadership experience

Associate’s degree with twelve or more years of progressive leadership experience

High School Diploma / GED with fourteen or more years of progressive leadership experience

Job description

CMS Energy, Corp. in Michigan seeks a Director to lead the income-qualified customer experience, driving access to energy assistance and simplifying enrollment for low- to moderate-income customers.

The role oversees a $100M+ portfolio, partners with regulators, agencies, and community organizations, and targets measurable improvements in enrollment, digital completion, energy savings, and customer satisfaction through data-driven strategies.