Dir, Customer Strategy, Innovation and Performance

Director of Customer Strategy, Innovation, and Performance

The Director of Customer Strategy, Innovation, and Performance is responsible for leading a comprehensive customer-focused strategy that integrates insights and digital innovation. This role oversees the development and execution of customer experience initiatives, digital product strategies, ensuring alignment with business goals, regulatory compliance, and customer satisfaction.

Key Accountabilities

• Customer Insights & Performance
• Lead the customer insights program, including survey design, analytics, and performance metrics.
• Develop and share best practices to improve customer satisfaction and reduce detractors.
• Oversee the creation and automation of dashboards and KPIs for customer service performance.
• Manage relationships with external survey vendors (e.g., JD Power) and internal stakeholders.
• Manage customer strategy working groups and initiative completion with multiple functions.
• Digital Products & Innovation
• Define and execute the digital customer product vision and roadmap.
• Lead product lifecycle management from ideation to launch, ensuring alignment with customer needs and business objectives.
• Drive digital engagement strategies, including self-service tools and digital communications.
• Analyze customer behavior and product performance to inform innovation and continuous improvement.
• Leadership & Collaboration
• Serve as a key advisor to the Chief Customer Officer on customer experience, digital transformation.
• Lead and mentor cross-functional teams, including managers and analysts across insights, digital.
• Foster collaboration across departments including IT, Legal, Finance, Operations, and Customer Service.
• Champion a culture of innovation, accountability, and continuous improvement.

Knowledge / Skills

Experience / Education

Work Environment & Travel

Competencies

Join American Water...We Keep Life Flowing

American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.