Manager - Customer Journey

Manager Customer Journey

The Manager Customer Journey is a strategic leadership role within the Digital Product and Customer Journey team at Avangrid. This position is responsible for designing, managing, and optimizing end-to-end customer journeys across digital and traditional channels to enhance customer satisfaction, loyalty, and operational efficiency.

As part of the Iberdrola Groupone of the world's largest energy utilities and the global leader in wind powerAvangrid serves over 3 million customers across multiple states. This role plays a critical part in aligning customer experience strategies with Avangrid's broader digital transformation and sustainability goals.

You will lead a team focused on journey mapping, service design, and customer insight integration, working cross-functionally to ensure that every customer interaction is seamless, personalized, and value-driven.

You will be taking on a unique position within the team, working over many states as a single voice of alignment and ensuring the Digital Product portfolio meets the needs of all of our customers and regulators.

You will work in a transforming Agile environment and be a force for further business transformation within the wider teams. This is a hugely exciting time to experience working in a global leading organization.

Key Responsibilities

• Develop and Lead Customer Journey Strategy
• Manage and Mentor Journey Teams
• Map and Optimize Customer Journeys
• Embed Customer-Centric Design
• Collaborate Across Functions
• Leverage Data and Insights
• Support Digital Transformation
• Ensure Regulatory and Accessibility Compliance
• Promote Innovation and Continuous Improvement
• Monitor and Report on Journey Performance
• Lead Change Management Initiatives
• Represent Customer Experience in Executive Forums
• Manage External Partners

Required Qualifications

Minimum Criteria

Preferred Qualifications

Competencies

AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual's sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule / job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.