Sr Specialist, Customer Ops CX Excellence

Job Info

Aug 3, 2022


Posting Expiration Date: Aug 15, 2022

Schedule Type: Full-Time

Organization: Customer Operations

Department: Strategic Applications

Section: CUST OPS Cust Exp Excellence

Location: NY-New York-4 Irving Pl Headquarters

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Job Description

Mission Statement

  • Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company’s mission by excelling at our three corporate priorities – safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience.

Core Responsibilities

  • Perform the discovery and design of customer experience improvement projects and activities; while adhering to agile project management and user centric design principles
  • Support and maintain the journey improvement roadmap and report on the status of journey initiatives
  • Design and facilitate journey mapping workshops
  • Project manage the implementation and adoption of customer experience improvements
  • Conduct research and analysis to determine best practices, forecasts and benchmarking within and across industries
  • Use customer research to prioritize and shape customer experience initiatives
  • Analyze CSAT and other top-line, organizational metrics to measure the success of journey mapping initiatives on the customer experience
  • Develop business and technical requirements for key projects and process changes
  • Coordinate and ensure testing associated with changes to business processes and systems is performed
  • Develop updates to procedures for new and existing business processes that enable customer experience improvements
  • Perform other related tasks and assignments as required

Required Education/Experience

  • Bachelor's Degree And 3 years of work experience Or
  • Associate's Degree And 4 years of work experience Or
  • High School Diploma/GED And 5 years of related work experience

Required Work Experience

  • Must have Customer Journey Mapping experience with a demonstrated ability to create a journey map Required
  • Must have experience conducting and evaluating formal customer research Required
  • Must have demonstrated project management experience including producing process and workflow documents Required
  • Must have experience in facilitating workshops for SMEs outside own area of expertise Required
  • Must have experience handling multiple assignments, changing priorities and meeting tight deadlines Required
  • Experienced in adhering to and encouraging Scrum methodology Preferred
  • External consulting experience Preferred
  • Preferred
  • Pref

Preferred Qualifications

  • Journey Mapping experience, Customer history interpretation

Skills & Ability

  • Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.
  • Strong written and verbal communication skills
  • Project Demonstrated project management skills
  • Demonstrated problem solving skills
  • Demonstrated analytical skills
  • Articulate and responsive to colleagues
  • Develops and delivers effective presentations
  • Effective conflict management skills
  • Strong verbal communication and listening skills
  • Ability to influence internal and/or external constituents
  • Friendly and service-oriented
  • Assumes personal responsibility for actions
  • Proactively approaches responsibilities
  • Seeks to acquire knowledge in area of specialty
  • Ability to drive multiple projects to successful completion

Licenses & Certifications

  • Driver's License Required

Other Physical Demands

  • Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.

Technical Difficulty Statement

Equal Opportunity Employer

  • Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) are equal opportunity employers. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of the individual’s actual or perceived disability, protected veteran status, race, color, creed, religion, sex, age, national origin, gender, gender identity, gender expression, genetic information, marital status, sexual orientation, citizenship, domestic violence victim status, or any other actual or perceived status protected by law.