Customer Experience Coordinator

The Customer Experience & Engagement Coordinator supports the District’s mission to provide reliable, efficient, safe, and low-cost utility services in a financially and environmentally responsible manner with a dedicated focus toward transparency and community value through exceptional customer engagement, modern communication practices, and improved internal operational alignment.

This position plays a critical leadership role in evaluating and improving how customers experience the District across all departments. The Coordinator conducts in-depth reviews of internal processes, departmental structures, and customer touchpoints to identify inefficiencies, streamline workflows, and strengthen the employee experience—recognizing that effective external customer service begins with well-supported, well-informed staff.

With a focus on modernization, the Coordinator leads the District’s efforts to leverage emerging tools such as Artificial Intelligence (AI), digital automation, and enhanced self‑service platforms. This includes developing technology recommendations, guiding implementation strategies, and ensuring that employees have the tools and training necessary to deliver consistent, accurate, and timely service.

Externally, the Coordinator advances communication and outreach efforts by meeting customers on the platforms they use most through targeted digital engagement, public events, modernized content, and proactive communication strategies. By aligning internal improvements with external messaging, this position enhances transparency, accessibility, and trust between the District and its customers.

In addition, this position provides strategic coordination and oversight of the District’s customer assistance and community outreach programs, ensuring equitable access to services, regulatory compliance, and effective engagement with customers, community partners, and assistance agencies. The Coordinator works cross‑departmentally to integrate customer assistance programs into the broader customer experience, aligning internal processes, communications, and technology to better serve diverse customer needs.

This position provides strategic leadership, coordination, and program oversight. While the Coordinator works closely with Customer Service and other departments, this role does not replace transactional customer service functions or assume routine processing, and collections.

• Conduct comprehensive, District‑wide assessments of customer‑facing processes, departmental workflows, and internal communication practices to identify inefficiencies, bottlenecks, and improvement opportunities.
• Develop recommendations for internal process improvement, technology adoption, and potential organizational changes that strengthen both customer and employee experience.
• Evaluate internal and external customer touchpoints – digital, phone, email, field visits, and in‑person interactions – and identify opportunities to simplify and modernize the customer journey.
• Lead initiatives to enhance internal alignment, ensuring that employees have clear guidance, consistent information, and modern tools required to effectively support customers.
• Partner with departmental leadership to clarify responsibilities, streamline customer handoffs, and reduce internal friction points that negatively impact the customer experience.

• Provide strategic oversight and coordination of District customer assistance and low‑income support programs, ensuring alignment with District goals, Board direction, and applicable state and federal requirements.
• Serve as the primary liaison between the District and external partners including local assistance agencies, tribes, nonprofit organizations, and state and federal entities supporting customer energy assistance and equity initiatives.
• Coordinate development, implementation, evaluation, and continuous improvement of customer assistance programs, including eligibility processes, outreach strategies, and customer education efforts.
• Collaborate with Customer Service, Communications,…