Customer and User Experience Business Functional Consultant, Transformation

Position Summary

Customer and User Experience Business Functional Consultant, Transformation

The Business Functional Consultant supports business readiness and transformation activities within a defined business domain. The role conducts analysis, documents requirements, supports process design and ensures operational considerations are incorporated into project deliverables. With guidance from senior team members and leadership, this role identifies functional gaps, evaluates impacts and partners with peers to ensure future‑state processes are feasible, customer centric, and aligned to business needs.

This position partners with cross‑functional teams, including program/project teams, Business Area leaders, and frontline supervisors, to ensure customer‑centric outcomes are prioritized and operationalized effectively.

• Drives digital experience by defining and validating customer facing interfaces within CIS and related systems.
• Map customer journeys across billing, payment and outage self‑service.
• Provide UX input into portal/mobile design, ensuring accessibility and usability.
• Partner with Technology teams to validate front‑end integration within CIS.
• Support business functional teams by providing subject matter knowledge for a defined set of business processes.
• Participate in program activities (e.g., business process design, policy/procedure development, operational planning) by documenting requirements, business impacts, KPIs and functional designs.
• Identify and communicate operational impacts of proposed changes, escalating risks or misalignments to senior team members.
• Support business functional testing, training development, and user adoption efforts by ensuring content reflects business realities.
• Collaborate with peers within the business area to support end‑to‑end process continuity and customer impact awareness.
• Surface operational pain points, employee feedback and improvement ideas to inform delivery efforts.
• Collaborate with peers across business functional areas to ensure end‑to‑end process continuity and customer impact awareness.
• Champion continuous improvement by surfacing operational pain points, feedback and employee insights to inform delivery efforts.
• Provide input into performance metrics, reporting needs and post‑implementation success criteria when applicable.

• Bachelor’s degree in business or related field; or equivalent combination of training and relevant experience.
• Strong understanding of utility processes and performance drivers.
• Excellent communication, critical thinking and problem‑solving skills.
• 3+ years in operations, business process improvement or service delivery.

• Familiarity with Xcel Energy One Way policies and procedures.
• Process Methodology Certification(s) - Six Sigma, Lean, Agile, Promod, Waterfall, etc.

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy‑related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at

The anticipated starting base pay for this position is: $73,700.00 to $ per year.

This position is eligible for the following benefits:
Annual Incentive Program, Medical/Pharmacy Plan, Dental, Vision, Life Insurance, Dependent Care Reimbursement Account, Health Care Reimbursement Account, Health Savings Account (HSA) (if enrolled in eligible health plan), Limited‑Purpose FSA (if enrolled in eligible health plan and HSA), Transportation Reimbursement Account, Short‑term disability (STD), Long‑term disability (LTD), Employee Assistance Program (EAP), Fitness Center…