Summary

The Customer Experience Product Owner serves as a key leader on product development teams, leads the vision, strategy, and goals for digital solutions. Partners closely with stakeholders-including leadership, business units, and customers-to ensure alignment and incorporate feedback into product direction.

Balances focus between team execution and stakeholder engagement, guiding teams on what should be delivered while enabling effective delivery. Represents the voice of the customer by working directly with user groups to identify, prioritize, and validate features for product releases.

Provides functional leadership and direction to Business Analysts (BAs) in a dotted-line capacity, ensuring alignment of requirements, consistency in analysis approach, and adherence to product and business objectives.

Acts as the primary liaison between development teams and the business, ensuring a clear understanding of product requirements and maintaining a strong, comprehensive knowledge of the business domain and diverse user needs.

Minimum Requirements

• Bachelors' degree in business, information technology or analytics related field and ten (10) years' related business and/or consulting experience in business solution development and delivery.
  In lieu of degree, equivalent combination of education and directly related experience equaling 14 years is required.
• In-depth understanding and experience in business operations.
• Demonstrated people leadership skills, business partnering and collaboration skills. Strong communication skills. Great customer service, organizational, and analytical skills and demonstrated ability to manage customer expectations. Work independently with challenging mindset to do work differently.
• Ability to provide training and change management to ensure success of new project roll-out. Proficient in PC applications including advanced skill level in Microsoft Excel, Access, PowerPoint, and Word.

Major Accountabilities

1) Serve as business strategist, across multiple business units, to identify new opportunities and define mission, scope and desired outcomes for teams, utilizing digital solutions to enhance the user experience.

2) Maximizing the value of products/solutions by identifying key value drivers and define metrics and targets and assist in the prioritization and sequencing of opportunities based on quantified value and desired strategic outcomes.

3) Define product requirements and user stakeholders and ensure they are translated from end users and understood by developers. Assess completion of desired deliverables.

4) Conduct research and competitive market benchmarking to identify potential solutions which can be leveraged in APS' environment. Identify functional best practices and industry standards to be incorporated into products and solutions.

5) Serve as Customer liaison by communicating to all stakeholders the requirements needed to be implemented/fixed during product development and release as well as final production release of product solution.

6) Work independently to drive team towards progress and champion the necessary cultural change.

7) Collaborate effectively with key stakeholders to gather bi-directional feedback, remove roadblocks and implement change.

8) Manage product/solution through the entire life cycle, from inception through production delivery. Ensure that all work related to the product is completed to end-user satisfaction.

9) Drive decision making process by identifying stakeholder to engage with and framing the relevant decision options.

10) Deliver training and revised processes and provides the necessary communication and change management processes all to ensure product success, adoptability and sustainability within the business

Hybrid: Employees in hybrid roles work both in their home offices (virtually) and alongside their colleagues (in person).

In order for employees to build strong relationships and to promote meaningful in-person interactions, hybrid employees are expected to work about 40% of their time in-person at an APS or other (non-home office) location.

*Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees).

*Working from a home office requires adequate technology and an appropriate ergonomic set up.

*Role types are subject to change based on business need.