Chief of Staff, Customer Experience

Role Overview

Partners with the Chief Customer Experience Officer to align enterprise priorities and drive governance, decision-making, and execution across various customer experience initiatives. As a strategic integrator and execution leader, ensures coordinated delivery, organizational alignment, and improved performance across the end-to-end customer lifecycle.

What You Will Do

Leads cross-functional strategic initiatives, develops and monitors strategic plans, performance metrics, and executive reporting to support business results and continuous improvement. Facilitates executive communications, governance activities, and change management initiatives to support organizational alignment and transformation.

Why It Might Be a Fit

Champions and models enterprise-wide adherence to governance, compliance, and ethical standards while fostering a workplace culture rooted in diversity, safety, fairness, open communication, and the highest levels of ethical behavior to uphold organizational integrity and regulatory alignment.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, Engineering or related field.
• 12 years’ experience in similar functional role, with responsibilities spanning customer experience, customer service operations, revenue protection/collections, or regulatory affairs within a utility or service-based industry.
• At least 6 years’ progressive experience in a senior leadership role leading enterprise-level initiatives and influencing cross-functional senior stakeholders.