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New Braunfels Utilities · 3 days ago

Chief Customer Officer

New Braunfels, TX

Full-time

Onsite

Director/Executive

$195K/yr - $313K/yr

New Braunfels Utilities is seeking a Chief Customer Officer (CCO) to lead customer-centric initiatives with a people-first approach. The CCO will be responsible for transforming customer interactions, enhancing customer experiences, and developing strategies to improve internal customer service processes.

Electrical DistributionEnergyGovernment

Growth Opportunities

Responsibilities

Develops, coordinates and provides executive level oversight in conceptual planning efforts for customer service initiatives

Advises the CEO and other executives on matters pertaining to NBU's customer functions and ensures all functions are operating together effectively to achieve strategic initiatives and goals

Provides people centered leadership with a focus on coaching and fostering employee engagement

Translates business strategies and drives customer service practices and processes that will enhance the customer experience

Directs and ensures the development and implementation of customer service policies, procedures and service delivery methods utilizing appropriate key performance indicators for optimal efficiency

Collaborates with organizational leaders to asses complex Customer Service issues, evaluate information and create new practices which promote NBU's strategic priorities, culture, mission, vision and core values

Participates in the development and preparation of short-term and long-range plans and budgets, based upon broad organizational goals and objectives; recommends their adoption to CEO

Works with all internal operations leaders to ensure buy-in and support for all customer focused initiatives

Develops, oversees, and works to implement the ideal customer experience

Utilizes both qualitative and quantitative customer feedback to build journey maps to identify best practices

Provides innovative solutions to customer centric issues

Serves as the voice of the customer within the organization, advocating for customer needs and preferences in strategic decision-making processes

Stays informed about industry best practices and emerging trends in customer experience management

Responds to and resolves high level, sensitive inquiries and complaints from both internal and external sources

Ensures that effective customer communication is considered in all projects or changes that will affect customer experience

Conducts forecasting and analysis of customer demographic trends for future initiatives

Serves as the champion for the customer experience and in developing customer surveys, educational materials and general information delivered to the public regarding customer service matters

Provides overall strategic Customer Service leadership

Directs internal operations to achieve budgeted results and other financial criteria

Insures all activities and operations are performed in compliance with local, state, and federal regulations and laws governing business operations

Ability to effectively manage changes and guide those changes through significant challenges while achieving organizational goals and objectives

Develops and maintains a sound plan of organization by establishing policies to insure adequate leadership development and to provide for capable management succession for those functions/departments falling under their responsibility

Oversees that departmental goals are aligned with the strategic direction and business plan of NBU

Committed to playing a critical role in setting and maintaining the culture of the company by fostering an inclusive work culture focused on professional development, career growth, and strong relationships built on trust and mutual respect for our organization and the communities we serve

Qualification

Customer experience managementStrategic leadershipData analyticsServant leadershipProject managementEthical stewardshipEmotional intelligenceConflict resolutionInterpersonal skillsCommunication skillsOrganizational skillsTeam collaborationCustomer focus

Required

Must possess a valid Texas Class 'C' Driver's License

Innovative, analytical, and engaging leader with proven track record of influencing, developing, and leading diverse teams

Strong written and oral communication skills

Possesses strong competence in: servant leadership and collaboration; emotional intelligence and empathy; ethical stewardship and integrity; and strategic thinking

Outstanding interpersonal relationship building, coaching, conflict resolution skills, with an ability to bring people together to solve problems

Strong project management and organizational skills. Assessing and prioritizing multiple tasks, projects and demands

Establishing and maintaining cooperative working relationships with City employees, officials, and representatives from other local, state and Federal agencies

Monitoring and controlling the confidentiality of City information, according to the standards of the Privacy Act of 1974

Exemplify dedicated customer focus with consistent history of exceeding expectations

Proficient in utilizing current versions of computer software and hardware provided by NBU to produce memos, reports, special operating reports, graphs, spreadsheets, and other documents that are clear, accurate and grammatically correct