Manager - Customer Journey

Manager – Customer Journey at Avangrid The base salary for this position is dependent upon experience and location. Locations: Boston, MA or Orange, CT Salary range: $138,343.00 to $180,789.00 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. Key Responsibilities Develop and Lead Customer Journey Strategy: Define and implement a comprehensive customer journey strategy aligned with business goals and customer expectations. Manage and Mentor Journey Teams: Lead a team of journey designers and analysts, providing coaching, performance feedback, and professional development. Map and Optimize Customer Journeys: Oversee the mapping of current and future‑state journeys, identifying pain points and opportunities for improvement. Embed Customer‑Centric Design: Ensure customer needs are at the core of all service and experience design initiatives. Collaborate Across Functions: Partner with Product, IT, Marketing, Customer Care, and Regulatory teams to align journey improvements with business priorities. Leverage Data and Insights: Use customer feedback, analytics, and behavioral data to inform journey enhancements and measure impact. Support Digital Transformation: Align journey initiatives with digital product development to ensure seamless integration and adoption. Ensure Regulatory and Accessibility Compliance: Guarantee that all journey designs meet regulatory, accessibility, and cybersecurity standards. Promote Innovation and Continuous Improvement: Foster a culture of experimentation, learning, and customer empathy across the organization. Monitor and Report on Journey Performance: Establish KPIs and reporting frameworks to track journey effectiveness and customer satisfaction. Lead Change Management Initiatives: Drive organizational change to embed customer journey thinking into business processes and culture. Represent Customer Experience in Executive Forums: Present journey insights, progress, and recommendations to senior leadership and stakeholders. Manage External Partners: Collaborate with vendors and consultants to support journey mapping, research, and design initiatives. Required Qualifications Education & Experience Required: Bachelor’s degree in Technology, Digital, Business, or related field 8+ years of experience in digital product management, with at least 3 years in a leadership or managerial role. Strong understanding of Agile frameworks and digital transformation practices. Skills/Abilities: Exceptional Communication Skills – Proven ability to communicate clearly and persuasively across all levels of the organization and with external partners, including negotiation and stakeholder alignment. Strategic Journey Thinking – Skilled at synthesizing complex customer needs, business goals, and operational challenges into a unified customer experience strategy. Business Acumen – Strong understanding of business drivers and the ability to align customer experience initiatives with measurable value and ROI. Cross‑Functional Influence – Adept at working across departments and organizational boundaries to drive alignment and collaboration on customer journey improvements. Challenger Mindset – Confident in questioning the status quo and influencing cross‑functional teams and senior leaders to adopt customer‑first approaches. Industry Awareness – Maintains a strong understanding of trends and best practices in customer experience across the utility sector and adjacent industries. Results‑Oriented Leadership – Demonstrated ability to deliver impactful outcomes while managing multiple priorities and stakeholders in a dynamic environment. Resilience and Decision‑Making Under Pressure – Capable of making thoughtful, risk‑balanced decisions in high‑pressure situations to maintain service excellence. Operational Excellence – Track record of driving continuous improvement in customer‑facing processes and service delivery. Analytical Thinking – High proficiency in interpreting customer data and journey analytics, including statistical insights, to inform strategic decisions. Financial Insight – Clear understanding of how customer experience initiatives impact financial performance and operational efficiency. Digital Experience Expertise – Deep experience in digital customer engagement, including self‑service platforms, omnichannel integration, and journey orchestration. Partnership Development – Skilled in building and managing relationships with external partners to enhance customer experience capabilities and innovation. Mobility and Flexibility – Willingness and ability to travel across Avangrid’s service areas to support customer experience initiatives and stakeholder engagement. Innovation Awareness – In‑depth knowledge of emerging technologies and digital trends (e.g., IoT, AI, social media) that influence customer expectations and behavior. Change Leadership – Proven ability to lead customer‑centric transformation initiatives across diverse teams and organizational cultures using Agile and other change frameworks. Minimum Criteria Strategic thinker and ROI delivery focused Ability to prioritize and use initiative at appropriate level Specialist knowledge in Digital/Web and Customer Services business areas Understanding of commercial impact and opportunities of online/self‑serve customer service, marketing and sales Strong communication and stakeholder management skillset Strong business acumen and analytical skills Well‑developed negotiation/influencing skills Awareness of Regulatory environment Preferred Qualifications MBA or related advanced degree Experience working in a global company or matrix reporting organization Competencies Growth & Continuous Improvement Initiative & Change Focused on Results Customer Centric (internal and/or external) Communication Collaboration Leadership (people managers/leaders) 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.

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