WGL strives to deliver exceptional experiences to our customers at each touchpoint, with the goal of driving an effortless customer experience. The Manager, Customer Experience role will play a critical part in executing this goal. This position will challenge the individual to deliver real impact within the business utilizing strategic credibility, relationship building and exceptional communication and influencing skills in a regulated utility environment. This role is directly responsible for the following critical functions; the management of the executive and regulatory complaint/inquiry process, the social media program, and our four customer walk-in office locations. The CX Manager will be on the front lines of a crucial feedback loop to ensure WGL customers are heard and their issues resolved. As a member of the CX Leadership team, the manager will have a unique opportunity to craft and execute CX strategy pushing WGL to best in class status in a multi regional environment. They will also participate as a critical stakeholder, in multiple customer experience projects and organizational initiatives.
Tasks and Responsibilities
Qualifications, Skills and Abilities:
• Demonstrated ability to learn and use complex analytic software • Demonstrated ability to present ideas logically and concisely, both verbally and in writing, to diverse audiences at all internal and external levels. Demonstrated ability to work successfully in a matrix organizational structure
• Hands-on experience with systems design, conversions and data validation preferred.
To be considered, please apply at wgl.com/careers.
WGL is an EO employer – M/F/Vets/Disabled
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