Vice President of Customer Experience

Vice President of Customer Experience

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 duties and responsibilities may include, but are not limited to, the following:

• Ability to reliably 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 engagement with large and key customers, including high load and industrial customers by overseeing customer engagement strategies, contract development, and service delivery approaches that balance customer demand, system reliability, capacity constraints, and risk management considerations, affordability, and service quality customer owners.
• Support enterprise coordination related to grid optimization, energy management strategies, and capacity reservation policies in response to constrained firm energy resources. Represent customer experience priorities and strategic initiatives with the Executive Leadership Team, Board of Commissioners, and community stakeholders and external partners by communicating strategy, performance, risks, tradeoffs, and outcomes with clarity, transparency, and credibility.
• Demonstrated commitment to Grant PUD's mission, vision, values, strategic plan, and Grant PUD/IBEW Local 77 Code of Excellence. The incumbent should be familiar…