Director of Income-Qualified Programs & Customer Experience

Consumers Energy; Jackson (MI); Hybrid; USD 150,000 - 210,000; 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

Consumers Energy in Michigan seeks a Director, Income-Qualified Customer Experience to lead end-to-end affordability programs, enrollment and engagement for a large customer base, overseeing a $100M+ portfolio. The role emphasizes proactive outreach, measured outcomes, and cross-functional collaboration.

The position requires strategic leadership, data-informed decision making, and partnerships with agencies and internal teams to reduce barriers and improve outcomes for income-qualified

Qualifications

• Bachelor's degree with ten or more years leading programs for low- to moderate-income or vulnerable populations.
• Associate's degree with twelve or more years leading such programs.
• High School Diploma with fourteen or more years leading such programs.

Responsibilities

• Own end-to-end income-qualified customer journey—from identification to enrollment and ongoing engagement.
• Design proactive navigation using data, field insights, and community referrals to reach eligible customers earlier.
• Lead strategy for income-qualified offerings, energy assistance, affordability programs, and related experiences.
• Manage portfolio outcomes for about one-third of customers; oversee access to $225M+ energy assistance and $60M incentives.
• Establish scorecards for enrollment, digital completion, energy savings, and customer satisfaction.

Skills

Customer journey leadership

Affordability program strategy

Operational execution

Data and digital acumen

Regulatory and policy influence

Partnership leadership

Enterprise and people leadership

Education

Bachelor's degree with 10+ years in LMI or related programs

Associate's degree with 12+ years in LMI or related programs

High School Diploma / GED with 14+ years in leadership roles

Job description

Consumers Energy in Michigan seeks a Director, Income-Qualified Customer Experience to lead end-to-end affordability programs, enrollment and engagement for a large customer base, overseeing a $100M+ portfolio. The role emphasizes proactive outreach, measured outcomes, and cross-functional collaboration.

The position requires strategic leadership, data-informed decision making, and partnerships with agencies and internal teams to reduce barriers and improve outcomes for income-qualified