Dir, Customer Strategy, Innovation and Performance
Listed on 2026-01-16
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IT/Tech
Dir, Customer Strategy, Innovation and Performance
1 day ago Be among the first 25 applicants
The base salary range for this position is $124,800 - $198,900. This position is eligible for annual incentive pay and has the opportunity for continued salary growth. Compensation will be determined based on market, geography, skills, education and experience. American Water is committed to pay equity.
In addition to compensation, a comprehensive benefits package is offered, including 401(k), Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental, vision coverage, disability, paid time off, life insurance, voluntary benefits, health and wellness programs, and more.
American Water also offers learning opportunities and professional growth experiences.
Primary RoleThe Director of Customer Strategy, Innovation, and Performance leads a comprehensive customer-focused strategy that integrates insights and digital innovation. This role oversees the development and execution of customer experience initiatives, digital product strategies, and ensures alignment with business goals, regulatory compliance, and customer satisfaction.
Key Accountabilities Customer Insights & Performance- Lead the customer insights program, including survey design, analytics, and performance metrics.
- Develop and share best practices to improve customer satisfaction and reduce detractors.
- Oversee the creation and automation of dashboards and KPIs for customer service performance.
- Manage relationships with external survey vendors (e.g., JD Power) and internal stakeholders.
- Manage customer strategy working groups and initiative completion with multiple functions.
- Define and execute the digital customer product vision and roadmap.
- Lead product lifecycle management from ideation to launch, ensuring alignment with customer needs and business objectives.
- Drive digital engagement strategies, including self-service tools and digital communications.
- Analyze customer behavior and product performance to inform innovation and continuous improvement.
- Serve as a key advisor to the Chief Customer Officer on customer experience, digital transformation.
- Lead and mentor cross-functional teams, including managers and analysts across insights, digital.
- Foster collaboration across departments including IT, Legal, Finance, Operations, and Customer Service.
- Champion a culture of innovation, accountability, and continuous improvement.
- Strong analytical, strategic thinking, and problem-solving skills.
- Expertise in customer experience design, digital innovation, and regulatory frameworks.
- Proficiency in SAP, Microsoft Office Suite, and data visualization tools.
- Excellent communication, presentation, and stakeholder management skills.
- Bachelor’s degree in Business, Economics, Finance, Marketing, or a related field. Advanced degree preferred.
- 10+ years of experience in customer insights, digital product management, preferably in the utility industry.
- Proven leadership experience managing cross-functional teams and complex projects.
- Standard office environment.
- Travel up to 25% as required.
Seniority level:
Not Applicable
Employment type:
Full-time
Job function:
Other
Industries:
Utilities
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