Vice President of Customer Experience

Closing Date to Apply

This position is open until filled.

$ - $ annually

$ annually

Grant PUD’s benefits may be available if hired. Different employee types are eligible for different benefits. For details, view the link:
Grant PUD — Unified Insurance Program (uip-wa.org).

Grant County PUD will administer a background check as part of the hiring process if selected for this position.

Applications will be reviewed as they are received. The position may close at any time once a sufficient pool of qualified candidates has been established. Applicants meeting minimum qualifications may be further evaluated based on preferred qualifications and job‑related criteria. Only the most qualified candidates will be referred for further consideration.

The Vice President of Customer Experience (VP, CX) is an executive leadership role accountable for the strategy, execution, and measurable outcomes of all customer‑facing operations at Grant County PUD. Reporting to the Senior VP of Retail Operations and serving on the Executive Leadership Team, this role provides enterprise stewardship for customer service, customer solutions and programs, large and key customer engagement, external communications, and customer experience strategy.

The position is intentionally designed to broaden and mature Grant PUD’s enterprise customer ecosystem and to lead customer‑facing transformation in a period of rapid regional growth, increasing electrification, rising demand from large industrial customers, and constrained firm energy resources. Success is defined by measurable outcomes and long‑term value creation; translating customer needs into scalable, high‑quality services aligned with Grant PUD’s public power mission and safety culture.

Essential functions may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required.

• Travel between District facilities, community locations, and stakeholder meetings to lead and support customer experience initiatives across the PUD’s service territory.
• Establish and lead an enterprise‑wide customer experience (CX) strategy by integrating customer insights, operational performance, and strategic priorities into a multi‑year roadmap with defined outcomes, performance measures, and governance aligned with Grant PUD’s public power mission, values, and safety culture.
• Drive service delivery excellence across all customer touchpoints including customer service, billing, field coordination, and customer programs through the establishment of performance standards and operational controls, decision frameworks, and continuous improvement practices that enhance reliability, responsiveness, and customer outcomes.
• Lead the development, implementation, and governance of customer experience key performance indicators (KPIs), including defining success measures, monitoring trends, and leveraging analytics to drive data‑informed decisions that improve operational performance and customer satisfaction.
• Provide executive leadership for customer solutions, programs, and product lifecycle management by defining customer value propositions, prioritizing investments, validating operational readiness, and ensuring services and offerings are customer‑focused, financially responsible, compliant with applicable requirements, and scalable.
• Provide executive oversight for customer experience and product strategy associated with Grant PUD’s wholesale fiber network including service design, performance standards, stakeholder engagement models, and customer‑focused service delivery strategies.
• Champion technology‑enabled customer engagement by partnering with Information Technology and enterprise leaders to set digital CX strategy, govern customer platforms and self‑service capabilities, and leverage analytics and emerging technologies to improve adoption, customer engagement, and operational effectiveness.
• Provide executive leadership for…