Customer Experience Consultant, Transformation
Xcel Energy
full-time
Posted on:
Location Type: Office
Location: Minneapolis • Colorado • Minnesota • United States
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Salary
💰 $73,700 - $104,633 per year
About the role
- Supports business readiness and transformation activities within a defined business domain.
- Conducts analysis, documents requirements, supports process design and ensures operational considerations are incorporated into project deliverables.
- Identifies functional gaps, evaluates impacts and partners with peers to ensure future-state processes are feasible, customer centric, and aligned to business needs.
- Partners with cross-functional teams, including program/project teams, Business Area leaders, and frontline supervisors.
- Drives digital experience by defining and validating customer facing interfaces within CIS and related systems.
- Maps customer journeys across billing, payment and outage self-service.
- Provides UX input into portal/mobile design, ensuring accessibility and usability.
- Supports business functional teams by providing subject matter knowledge for a defined set of business processes.
- Participates in program activities (e.g., business process design, policy/procedure development, operational planning) by documenting requirements, business impacts, KPIs and functional designs.
- Identifies and communicates operational impacts of proposed changes, escalating risks or misalignments to senior team members.
- Supports business functional testing, training development, and user adoption efforts by ensuring content reflects business realities.
- Champions continuous improvement by surfacing operational pain points, feedback and employee insights to inform delivery efforts.
- Provides input into performance metrics, reporting needs and post-implementation success criteria when applicable.
Requirements
- Bachelor’s degree in business or related field; or equivalent combination of training and relevant experience.
- Strong understanding of utility processes and performance drivers.
- Excellent communication, critical thinking and problem-solving skills.
- 3+ years in operations, business process improvement or service delivery.
- Familiarity with Xcel Energy OneWay policies and procedures.
- Process Methodology Certification(s) - Six Sigma, Lean, Agile, Promod, Waterfall, etc.
Benefits
- Annual Incentive Program
- Medical/Pharmacy Plan
- Dental
- Vision
- Life Insurance
- Dependent Care Reimbursement Account
- Health Care Reimbursement Account
- Health Savings Account (HSA) (if enrolled in eligible health plan)
- Limited-Purpose FSA (if enrolled in eligible health plan and HSA)
- Transportation Reimbursement Account
- Short-term disability (STD)
- Long-term disability (LTD)
- Employee Assistance Program (EAP)
- Fitness Center Reimbursement (if enrolled in eligible health plan)
- Tuition reimbursement
- Transit programs
- Employee recognition program
- Pension
- 401(k) plan
- Paid time off (PTO)
- Holidays
- Volunteer Paid Time Off (VPTO)
- Parental Leave
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
business process designrequirements documentationcustomer journey mappingUX designfunctional testingKPI developmentoperational planningservice deliveryprocess improvement
Soft Skills
communicationcritical thinkingproblem-solvingcollaborationcustomer centricitycontinuous improvement
Certifications
Six SigmaLeanAgilePromodWaterfall