Chief Customer Officer

Position Summary

Reporting directly to the CEO, the Chief Customer Officer (CCO) leads New Braunfels Utilities customer‑centric initiatives with a people‑first approach, fostering collaboration and strategic direction across departments and with external stakeholders. Responsible for transforming customer interactions, the CCO oversees the following NBU departments:
Customer Service, Conservation and Customer Solutions.

This executive‑level role focuses on spearheading customer service transformation, implementing a comprehensive strategy aligned with NBU's mission and values. Utilizing technology and data analytics, the CCO enhances customer experiences, establishes KPIs, and ensures service consistency. Collaborating with the Chief Communications and Strategy Officer, the CCO gathers feedback to drive continuous improvement. Additionally, the CCO develops strategies to improve internal customer service processes and fosters a customer‑centric culture at NBU, embodying the organization's core values:
Safety, Team, Integrity, Culture, and Stewardship.

• Develops, coordinates and provides executive level oversight in conceptual planning efforts for customer service initiatives
• Advises the CEO and other executives on matters pertaining to NBU's customer functions and ensures all functions are operating together effectively to achieve strategic initiatives and goals
• Provides people centered leadership with a focus on coaching and fostering employee engagement
• Translates business strategies and drives customer service practices and processes that will enhance the customer experience
• Directs and ensures the development and implementation of customer service policies, procedures and service delivery methods utilizing appropriate key performance indicators for optimal efficiency
• Collaborates with organizational leaders to assess complex Customer Service issues, evaluate information and create new practices which promote NBU's strategic priorities, culture, mission, vision and core values
• Participates in the development and preparation of short‑term and long‑range plans and budgets, based upon broad organizational goals and objectives; recommends their adoption to CEO
• Works with all internal operations leaders to ensure buy‑in and support for all customer focused initiatives
• Develops, oversees, and works to implement the ideal customer experience
• Utilizes both qualitative and quantitative customer feedback to build journey maps to identify best practices
• Provides innovative solutions to customer centric issues
• Serves as the voice of the customer within the organization, advocating for customer needs and preferences in strategic decision‑making processes
• Stays informed about industry best practices and emerging trends in customer experience management
• Responds to and resolves high level, sensitive inquiries and complaints from both internal and external sources
• Ensures that effective customer communication is considered in all projects or changes that will affect customer experience

• Conducts forecasting and analysis of customer demographic trends for future initiatives
• Serves as the champion for the customer experience and in developing customer surveys, educational materials and general information delivered to the public regarding customer service matters
• Provides overall strategic Customer Service leadership
• Directs internal operations to achieve budgeted results and other financial criteria
• Insures all activities and operations are performed in compliance with local, state, and federal regulations and laws governing business operations
• Ability to effectively manage changes and guide those changes through significant challenges while achieving organizational goals and objectives
• Develops and maintains a sound plan of organization by establishing policies to insure adequate leadership development and to provide for capable management succession for those functions/departments falling under their responsibility
• Oversees that departmental goals are aligned with the strategic direction and business plan of NBU
• Committed to playing a critical role in setting and maintaining the culture of…