Job Description

Who We Are

The Experience Design team influences every corner of Consumers Energy, evangelizing that customer experience is the most important product we deliver. As a member of the team, you’ll be immersed into a passionate world of design thinkers, partnering with Product Owners and cross-functional teams on a wide variety of initiatives. Be ready to dream big and push beyond what is expected. You’ll tackle complex challenges and get the satisfaction of guiding your team from concept to prototype to delivery of remarkably useful, simple and enjoyable experiences.

The Role

This Experience Manager role is responsible for ensuring the customer billing and payment ecosystem delivers on our brand promise of World Class Performance Delivering Hometown Service. In this role, you’ll use human-centered design practices to inform our long-term roadmap of experience initiatives across residential, small business and commercial customer sectors. You’ll get the satisfaction that comes from assembling cross-functional experts and leading priority projects through the design process to deliver transformation change characterized by choice, confidence and remarkable ease. Building trust and value through these interactions, especially among income challenged segments, will be your guiding mantra.

With wide berth to create meaningful change and the opportunity to influence over 30 million customer interactions every year, this role promises to be an exciting and rewarding challenge. Your team includes experienced Product Owners who, with your leadership, are poised to tackle transformational projects including introduction of new digital payment options, ground-up design of a new payment arrangement product, and a design-centered transformation of our customer bill that will also introduce capabilities for additional customer value and widespread improvements to employee experience across the Company. 

If you are a design thinker who dares to think big, loves collaborating with high-energy teams, and thrives leading others through ever-changing customer-driven environments, it’s time for us to talk.

Position Responsibilities:

Establish yourself as a “go-to” thought leader and design thinking expert across multiple customer operations client teams
 
Demonstrate the ability to infuse customer-centric thinking into project design and influence priorities and deliverables that maximize long term customer and employee value.  
 
Build relationships with, and leverage strengths of, internal and external resources to drive aggressive continuous improvement of billing, payment and social-minded service experiences.
 
Develop and lead a data- and insights-driven multi-year initiative roadmap to align stakeholders and guide priorities.
 
Learn and lead practical experience-design methodologies and techniques to further expand the Company’s experience design center of excellence.  Support continuous improvement of enterprise-wide experience design practices and standards.
 

Required Qualifications:

Must be passionate about customer experience delivery and have demonstrated success at contributing to a positive, collaborative culture
Must be comfortable acting as a forward-thinking ideator and be able to provide clarity among multiple goals and an ever-changing environment
Experience with billing services, payments, social services, or similar arenas are advantageous but not required.
Bachelor degree, or equivalent experience
Location: Ability to work effectively in hybrid work environment:

Remote: Preferably in Michigan, but not required. Some states are ineligible due to regulatory and tax implications.
In Person (as health/safety protocols allow): Occasional presence at Jackson, Michigan Innovation Center may be required;  25+ Michigan locations are available for use at employee discretion.
Field (as health/safety protocols allow):  Various customer locations, primarily for research and testing activities