WGL - Director Customer Experience

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Job Description

WGL Director Customer Experience

The Director of Customer Experience reports to the Sr. Director, Customer Experience & Stakeholder Engagement and will support the organization-wide customer experience (CX) program, including leading cross-functional CX collaboration efforts, evaluating and enhancing organization CX maturity , pushing forward the CX vision, managing metrics and initiatives mitigating key differentiating pain points, and delivering enhanced end-to-end customer journeys. The desired result is improved customer satisfaction, customer ease, loyalty, advocacy and an overall transformation of the customer experience.

You will:

  • Strategic partner to the Sr. Director Customer Experience and other key CX Leadership in the defining and execution of the overall customer experience strategy
  • Build and lead a high impact team that operates with urgency and drives measurable result, ensuring the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experiences across stages and touch points in the customer journey
  • Facilitate the cross-functional work required to deliver an improved customer experience, by identifying, prioritizing, and leading initiatives that deliver on our customer experience roadmap.
  • Direct the development of enterprise-wide customer experience, communications strategy and initiatives, collaborating with other departments to determine internal and external process improvements designed to enhance the overall customer experience.
  • Translate the Voice of the Customer, obtained through multiple channels, third-party studies and focus groups, into tangible customer insights and measurable action plans.
  • Liaison between WGL/Washington Gas and regulatory bodies responsible for the management of strategically important external agency and participates in regulatory proceedings, prepares and provides testimony, ensures work practices conform with labor contracts and safety requirements.
  • Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience


Must have:

  • Bachelor's Degree in a related field is preferred with 10+ years in a customer experience related field
  • Proficient in core CX skills, ie. journey mapping, ecosystem mapping, human-centered design, quantitative and qualitative research methodologies, etc.
  • Ability to strategically plan and build business cases, creating the case for investment in improvement initiatives
  • Experience with advocacy agencies (Public Service Commissions, Office of the Peoples Council, State Corporation Commission). Working knowledge of utility regulations and tariffs.
  • Experience with leading change, inspiring and motivating teams.
  • Experience managing vendor relationships.
  • CCXP or other CX Certification and understanding of SAP-based customer information system preferred


For U.S. hires: U.S. affiliates of AltaGas are committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, ethnicity, religion, gender, age, national origin, marital status, sexual orientation, gender identity, family responsibilities, matriculation, physical or mental disabilities, political affiliation, genetic information, status as a protected veteran or any other characteristic protected by federal, state, or local law.

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