Director of Digital Customer Engagement & Systems

 

Job Summary:

The Director of Digital Customer Engagement is responsible for providing Customer Service’s strategic direction and implementing technology solutions that enhance the customer experience across all digital channels. This role involves leading a team to design, develop, and execute digital strategies that drive customer satisfaction, engagement, and loyalty.

 

Responsibilities include: 

Systems & Support (Customer Service System – CSS changes, replacement, enhancements, and processes)   Strategic Support – Digital Channel strategy and implementation

 

Primary Responsibilities:

Develop and implement a comprehensive digital customer engagement strategy that aligns with the company's overall business objectives and enhances the customer experience. Oversee the design and implementation of digital tools and platforms, including websites, mobile applications, and portals, to improve customer interactions and streamline processes. Responsible for the strategic development and operations of technology solutions that support billing, PrePay, and back-office functions.  Lead and mentor a team of digital engagement professionals, fostering a culture of innovation, collaboration, and continuous improvement. Utilize data analytics to gain insights into customer behavior and preferences and use this information to inform digital strategies and initiatives. Work closely with other departments, including Sales, Customer Service, Corporate Affairs, and the Technology Organization, to ensure a cohesive and integrated approach to digital customer engagement. Establish and monitor key performance indicators (KPIs) to measure the effectiveness of digital engagement initiatives and drive continuous improvement. Manage the DCES budget for digital customer engagement initiatives, ensuring efficient allocation of resources and maximizing return on investment. Oversee the execution of digital projects, ensuring they are completed on time, within scope, and within budget. This includes managing project timelines, resources, and stakeholder communications. Lead initiatives to improve customer satisfaction and engagement that enhance the customer experience. Ensure the adherence to all Customer Service Standards which ensure compliance with all company, regulatory, and Georgia Public Service Commission (PSC) rules and regulations. 

 

Job Responsibilities:

Bachelor's degree in business, Marketing, Information Technology, or a related field; Master's degree preferred. Minimum of 5 years of experience in Customer Service, Sales, Marketing, or Technology, with at least 5 years in a leadership role.  Experience partnering and implementing   technology strategies and roadmaps that meets strategic and operational needs of the business. Proven track record of developing and implementing successful technology strategies that enhance customer experience. Strong understanding of digital technologies. Excellent leadership and team management skills, with the ability to build, inspire, and motivate a diverse team. Ability to lead and operate in a fast-paced, real-time operational environment with changing business dynamics. Broad knowledge of the utility business functions and an understanding of how the Technology Organization adds value to these organizations. Industry customer service and marketing experience is desirable. Strong analytical skills, with the ability to interpret data and make data-driven decisions. Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams. Outstanding credibility and demonstrated ability to build strong relationships within the company and industry as well as with vendors/suppliers.  Demonstrated ability to influence senior-level management and key stakeholders and lead through influence.