Director - CX Strategy

Dominion Energy is committed to providing reliable, affordable, and increasingly clean energy that powers our customers every day. If you want to work for a purpose-driven company that values safety and collaboration, we’re looking for you. You won’t just find a job here; you’ll find your career. Review the position below and apply today.

We offer a hybrid 3-2 work schedule (three days in the office, two days of teleworking) to accommodate the need for flexibility.

Military service members and veterans with a rank of E-5 or higher plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity.

At this time, Dominion Energy cannot transfer or sponsor a work visa or employment authorization for this position.

This position does not offer relocation assistance.

Job Summary

The Director, CX will lead the development and execution of initiatives to ensure all customer interactions in the Virginia and North Carolina markets align with the company’s CX strategy. This role identifies and addresses key improvement opportunities in the customer journey to boost satisfaction and loyalty. The ideal candidate must have a proven record in CX strategy and implementation at scale, change management and driving continuous improvement. Success requires the ability to influence across business functions, align multiple objectives and manage a broad range of stakeholders. The Director will be responsible for the Customer Experience, Customer Relations and Digital Care functions.

Key Responsibilities

Design and Implement enterprise-wide CX strategies, standards, and tools. Collaboratively lead strategic CX initiatives to enhance customer journeys.

Evolve the Voice of Customer (VOC) program.

Provide oversight of escalated customer concerns from regulatory bodies and company officers.

Leverage advanced analytics to uncover customer insights.

Oversee digital care for customer facing portals

Develop and foster strong cross-functional relationships with business partners to ensure alignment and engagement

Lead or champion journey redesigns and CX improvement projects.

Foster a collaborative culture that encourages knowledge sharing and innovation.

Direct and develop team members, supporting growth and fostering an inclusive environment.

Required Knowledge, Skills, Abilities & Experience

Experience:

10+ years in customer experience, strategy, marketing, communications, or related fields

3+ years people management experience

Expertise in CX methodologies including Voice of Customer tools, journey mapping, segmentation, research and performance measurement

Skills and Abilities:

The successful candidate must have strong collaboration skills with proven ability to influence and build cross-functional alignment, strong analytics and is data-driven thinking with the ability to translate insights into business outcomes, excellent written and verbal communication, the ability to deliver compelling presentations to executive leadership, and experience in leading and developing high-performing teams.

Education Requirements

Degree or an equivalent combination of education and demonstrated related experience may be accepted in lieu of preferred level of education:

Masters

Preferred Discipline(s): Business Administration, Communications

Other disciplines may be substituted for the preferred discipline(s) listed above.

Licenses, Certifications, or Quals Description

Working Conditions

Office Work Environment 76 -100%

Travel Up to 25%

Other Working Conditions

Test Description

No Testing Required.

Export Control

Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.

Other Information

We offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which may include: health benefits with coverage for families and domestic partners, vacation, retirement plans, paid holidays, tuition reimbursement, and much more. To learn more about our benefits, click here dombenefits.com.

Dominion Energy is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin and/or status as a protected veteran or individual with a disability.

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