Senior CX Strategy & Solutions Lead

American Electric Power; Columbus (OH); On-site; USD 120,000 - 150,000; Full time

Job summary

American Electric Power is seeking an IT Consultant Senior focused on Customer Experience Systems Strategy and Solutions in Columbus, OH. You will partner with Technology and operations teams to shape AI-enabled improvements, define outcomes, and ensure value realization across the portfolio.

In this role, you will lead strategic planning, product direction, and stakeholder alignment, guiding migrations from Genesys Engage to Genesys Cloud CX and delivering measurable customer and employee

Qualifications

• Strategic leadership required to develop and maintain multi-year plans.
• Ability to translate business needs into product strategies and roadmaps.
• Strong collaboration with operations, technology, and partners to deliver outcomes.
• Experience guiding complex technology-focused initiatives.

Responsibilities

• Develop and maintain the multi-year Customer Experience Systems strategy and product portfolio roadmap.
• Align investments with Customer Operations priorities and measurable outcomes.
• Anticipate trends and recommend strategic responses.
• Drive simplification, reuse, and coordinated planning across the portfolio.
• Serve as Technology relationship partner for Customer Operations and Contact Center leadership.
• Understand customer journeys, processes, and employee workflows.
• Facilitate portfolio planning, demand intake, prioritization, funding, governance, and executive discussions.
• Translate challenges into opportunities, requirements, and outcomes.
• Lead product discovery, journey analysis, and value hypothesis development.
• Coordinate move from Genesys Engage to Genesys Cloud CX aligned with priorities.
• Balance migration sequencing with readiness and risk.
• Define acceptance criteria and lead business acceptance for migrations.
• Establish product vision, scope, and roadmaps.

Skills

Strategic leadership

Portfolio planning

Product leadership

Job description

American Electric Power is seeking an IT Consultant Senior focused on Customer Experience Systems Strategy and Solutions in Columbus, OH. You will partner with Technology and operations teams to shape AI-enabled improvements, define outcomes, and ensure value realization across the portfolio.

In this role, you will lead strategic planning, product direction, and stakeholder alignment, guiding migrations from Genesys Engage to Genesys Cloud CX and delivering measurable customer and employee