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 temporary customer assistance programs..

4) Provide analytical support to identify potential solutions which can be leveraged in APS' environment. Identify functional best practices and industry standards to be incorporated into programs and solutions.

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

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

7) Help manage program/solution through the entire life cycle, from inception through production delivery.

8) Ensure that all work related to assigned CX programs is completed to customer satisfaction and within regulatory compliance.

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

10) Ensures that necessary training revised processes and necessary communications are implemented to ensure program success, adoptability and sustainability within the business.

Flex Role:
This position is not required to be performed at a specific APS facility as long as adequate technology and a solid ergonomic set up are present. Pending agreement with leadership, employees hired into this role will be able to choose where they prefer to perform their work. Employees will have two options to choose from:

• APS office based: The employee prefers to work most of the time from an APS facility.
• Home based: The employee prefers to work most of the time from his/her home.

*Employees in Flex roles are required to reside in Arizona (or NM for Four Corners-based employees). Role types are subject to change based on business need.