Dir, Customer Strategy, Innovation and Performance

Job Title:

Dir, Customer Strategy, Innovation and Performance

Posting

Start Date:

11/24/25

$124,800 - $198,900

The base salary range represents a good faith salary range for this position. This position is eligible for annual incentive pay and has the opportunity for continued salary growth. If you are hired at American Water your base salary compensation will be determined based on factors such as market, geography, skills, education and/or experience. At American Water, we are committed to pay equity.

In addition to compensation, you will be offered a comprehensive benefits package including 401(k), Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental and vision coverage, plus disability, paid time off, life insurance, voluntary benefits, health and wellness programs and much more! American Water is also proud to offer employees learning opportunities and work experiences to grow professionally!

The Director of Customer Strategy, Innovation, and Performance is responsible for leading a comprehensive customer-focused strategy that integrates insights and digital innovation. This role oversees the development and execution of customer experience initiatives, digital product strategies, ensuring alignment with business goals, regulatory compliance, and customer satisfaction.

• Lead the customer insights program, including survey design, analytics, and performance metrics.
• Develop and share best practices to improve customer satisfaction and reduce detractors.
• Oversee the creation and automation of dashboards and KPIs for customer service performance.
• Manage relationships with external survey vendors (e.g., JD Power) and internal stakeholders.
• Manage customer strategy working groups and initiative completion with multiple functions.

• Define and execute the digital customer product vision and roadmap.
• Lead product lifecycle management from ideation to launch, ensuring alignment with customer needs and business objectives.
• Drive digital engagement strategies, including self-service tools and digital communications.
• Analyze customer behavior and product performance to inform innovation and continuous improvement.

• Serve as a key advisor to the Chief Customer Officer on customer experience and digital transformation.
• Lead and mentor cross-functional teams, including managers and analysts across insights, digital.
• Foster collaboration across departments including IT, Legal, Finance, Operations, and Customer Service.
• Champion a culture of innovation, accountability, and continuous improvement.

• Strong analytical, strategic thinking, and problem‑solving skills.
• Expertise in customer experience design, digital innovation, and regulatory frameworks.
• Proficiency in SAP, Microsoft Office Suite, and data visualization tools.
• Excellent communication, presentation, and stakeholder management skills.

Education:

• Bachelor’s degree in Business, Economics, Finance, Marketing, or a related field. Advanced degree preferred.

Experience:

• 10+ years of experience in customer insights, digital product management, preferably in the utility industry.
• Proven leadership experience managing cross‑functional teams and complex projects.

• Standard office environment.
• Travel up to 25% as required.

• Decision Quality
• Develops Talent
• Drives Engagement Plans
• Aligns & Directs Prioritizes & Role Models Safety
• Self‑Awareness

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