Omaha Public Power District is focused on delivering exceptional experiences to its customer-owners, and they are seeking a Customer Experience Designer to help shape and evolve the end-to-end customer journey. This role involves analyzing customer feedback, designing solutions, and collaborating across teams to enhance customer interactions with OPPD.
Analyze customer feedback, data, and trends to identify gaps and opportunities in the customer journey
Lead and support the design and redesign of customer experiences across multiple touchpoints
Partner with cross-functional teams to map processes and develop improved solutions
Apply design thinking, agile, and continuous improvement approaches to drive innovation
Facilitate workshops, gather insights, and help teams better understand the customer perspective
Develop and track key metrics to measure success and improve outcomes
Support CX-related initiatives, technology enhancements, and process improvements
Act as a voice of the customer across the organization to influence decision-making
Qualification
Required
Bachelor's degree in business, management, or related field OR six years role specific experience
Two or more years of demonstrated experience in customer experience analysis, customer service relationship and/or customer experience design
The incumbent must demonstrate effective planning, organizational, leadership, teamwork, interpersonal and communications skills, including the ability to communicate effectively
The incumbent must be able to manage multiple priorities and concurrent assignments to complete work on time
Preferred
A working knowledge of OPPD's Customer Service (CS)/Energy Delivery (ED) business systems including Customer Information System (CIS); Outage Management Systems; OPPD's Electric Rate Schedules and Service Regulations
Master's Degree
Project Management Experience
Benefits
Omaha Public Power District is a public electric utility in the state of Nebraska.
