CX Solutions Program Owner

Arizona Public Service generates clean, reliable and affordable energy for 2.7 million Arizonans. Our service territory stretches across the state, from the border town of Douglas to the vistas of the Grand Canyon, from the solar fields of Gila Bend to the ponderosa pines of Payson. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.

Since our founding in 1886, APS has demonstrated a strong commitment to our customers in one of the country’s fastest growing states, earning a reputation for customer satisfaction, shareholder value, operational excellence and business integrity.

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.   Summary

The CX Solutions Program Owner participates in the development, implementation, monitoring and reporting of customer experience (CX) program solutions.  Represent the business or user community and/or works with user groups to determine features to be included in the new, or enhanced, solutions program release. Often serves as a subject matter expert and is the liaison between the development team and customers and collaborates with both groups to ensure clear understanding of what features are needed to deliver the desired customer experience.  Partner with APS Regulatory to ensure customer experience program compliance with all applicable local, state and federal laws.  Has a firm understanding of the business needs, systems and processes supporting specific customer solutions. Responsible for establishing and achieving annual solutions enrollment goals related to customer programs of moderate complexity. Minimum Requirements

Bachelors degree in business, information technology, or analytics related field and five (5) years related business experience in customer solution development and delivery. In lieu of degree, equivalent combination of education and directly related experience equaling nine (9) years is required. Previous experience with the systems specific to the business area may also be required. In-depth understanding and experience in business operations and the creation of highly satisfying customer experiences. Demonstrated people leadership skills, business partnering and collaboration skills. Strong communication skills. Great customer service, organizational, and analytical skills and demonstrated ability to manage stakeholder expectations. Work independently with challenging mindset to do work differently. Proficient in PC applications including advanced skill level in Microsoft Excel, Access, PowerPoint, and Word.  Preferred Special Skills, Knowledge or Qualifications: Experience and/or aptitude with digital solutions such as automation, mobility, and visualization. Experience in developing and improving customer experience programs and processes to improve overall customer experiences. Knowledge of applicable federal and state laws, regulations, and standards impacting business unit areas. Major Accountabilities

1) Monitor, assess and improve the value of Customer Experience programs/solutions by identifying key value drivers. Help define and monitor metrics and targets and assist in the prioritization and sequencing of opportunities based on quantified value and desired strategic outcomes. 2) Define program requirements and user stakeholders and ensure they are translated from end users and understood by all involved stakeholders. Participate in assessment of completion of desired deliverables and determine if goals are being met. 3) Responsible for achieving customer enrollment goals and maintaining regulatory compliance for an assigned portfolio of customer solutions programs including but not limited to: Safety net, APS Care, Guest Role, LIHEAP, any new or