Dominion Energy is committed to providing reliable, affordable, and increasingly clean energy that powers our customers every day. If you want to work for a purpose-driven company that values safety and collaboration, we’re looking for you. You won’t just find a job here; you’ll find your career. Review the position below and apply today.

 

We offer a hybrid 3-2 work schedule (three days in the office, two days of teleworking) to accommodate the need for flexibility.

Military service members and veterans with ranks from E5-E9, W1-CW5, or O3-O6, plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity. 

At this time, Dominion Energy cannot transfer or sponsor a work visa or employment authorization for this position.

This position does not offer relocation assistance. 

 

Job Summary

The Senior CX Specialist is responsible for overseeing or supporting customer journey(s) and ensuring a seamless, positive experience across all touchpoints. Collaborates with cross-functional teams to design, implement, and optimize the journey to meet business objectives and customer satisfaction goals. 

Key Responsibilities: 

Develops and maintains a deep understanding of the customer journey, identifying key touchpoints and opportunities for improvement. Leads, coordinates, and provides oversight for measuring outcomes.  Utilizes data and identifies customer insights to inform journey enhancements, impact on customer satisfaction and business outcomes. Responsible for identifying key metrics and measuring outcomes of customer experience projects and communications.   Communicates journey insights and progress to stakeholders, including presenting findings and recommendations to senior leadership. Prepares and presents status reports, deliverables, operational metrics, and operational outcomes to state holders and management. Includes developing materials for leadership, sponsors and various steering committees and executive leadership.  Leads and/or supports cross functional journey team to create a cohesive journey that aligns company strategy, business operational needs, and customer needs. Team is expected to be comprised of stakeholders including application owner, subject matter experts, IT subject matter experts, and additional stakeholders needed.  Deeply understands (and facilitate the understanding of) the customer needs and insights. Proactively keeps the customer/customer needs at the center of programs and workstreams and related activities to leadership, sponsors, steering committees, and executive updates. Is proactive in identifying and addressing potential risks and resistance to change and that the change process is smooth and sustainable.  Required Knowledge, Skills, Abilities & Experience

6-10 years of experience in communications, project management, relevant technologies, and in the functional areas supporting customer journeys.

Proven ability to execute strategic plans. Results orientated. Experience in customer journey mapping, service design, or a related field or aptitude to learn. Strong analytical skills with the ability to translate data into actionable insights. A customer-centric mindset with a passion for improving the customer experience. Effective change agent with ability to understand the current state, envisioning the desired future state, and developing strategies to bridge the gap. Excellent communication and collaboration skills, with experience leading cross-functional teams. Skilled in communication, able to engage stakeholders at all levels, and can navigate the complexities of organizational dynamics. Strong team building skills. Negotiating skills. Ability to manage multiple priorities. Strong experience with PowerPoint presentations.  Education Requirements

Degree or an equivalent combination of education and demonstrated related experience may be accepted in lieu of preferred level of education: Bachelor

Preferred Discipline(s): Business Administration, Communications, Marketing

Other disciplines may be substituted for the preferred discipline(s) listed above.

Licenses, Certifications, or Quals Description Working Conditions Office Work Environment 76 -100%Travel Up to 25%Other Working Conditions Test Description

No Testing Required.

 

Export Control

Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law.  Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.

 

Other Information

We offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which may include: health benefits with coverage for families and domestic partners, vacation, retirement plans, paid holidays, tuition reimbursement, and much more.   To learn more about our benefits, click here dombenefits.com.

Dominion Energy is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin and/or status as a protected veteran or individual with a disability. 

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