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Customer Experience Strategic Specialist (CX)

At Dominion Energy we love our jobs.  That’s right.  Love.  Every day we go to work filled with passion to be excellent, to creatively problem solve and to innovate.  These are exciting days for energy companies, and Dominion Energy aims to shape the future of energy in America. We are looking at all of our work with fresh eyes, retooling everything we do, in every part of the company, to operate more sustainably and to deliver energy more reliably than ever.  We are looking for interesting, independent thinkers and doers who can help shape the culture of a forward-looking company that’s proud of its rich legacy. Are you a change agent?  Do you think differently?  Do you want to fall in love with your job? If you answered “yes,” then read on!

At this time, Dominion Energy cannot transfer nor sponsor a work visa for this position.

This position does not offer relocation assistance. 

Job Summary

Do you want to come to work every day excited about the opportunity to make people’s lives better through creating innovative and inventive ways to improve customers’ experiences and journeys?  Do you want to use your analytical, technological and emotional skillsets to make a difference in the way people interact with one of their most critical service providers?  If you possess these skills and a strategic mindset, we would love to talk with you!

This position provides an exciting opportunity to play a critical role in building the Customer Experience Strategy (CX) at Dominion Energy.  The successful candidate will focus on driving our Customer Experience Strategy and creating internal conditions for success.  The role offers the opportunity for you to use your strategic, program management and implementation skills to drive adoption of CX standards, measurement and enablement.    This role will partner to establish programmatic priorities and workstreams to build a world class customer experience.

The successful candidate will be an advocate for customers and employees, a creative problem solver, and a leader who will collaborate across teams and disciplines to implement new and enhanced experiences for both customers and employees.  This individual will be a vital part of building the internal infrastructure necessary to propel a sustainable, customer-centered culture.

Specific responsibilities include but are not limited to:

  • Collaborating with business unit leadership   to understand customer insights and then  developing priority workstreams that  optimize customer experience (CX).
  • Developing and managing of a comprehensive customer experience roadmap that aligns CX Strategy activity across functions and business units to drive business impact.
  • Developing and driving a common approach for CX management, measurement, governance, enablement and prioritization to support Dominion Energy’s CX Strategy.
  • Leading CX communication and engagement efforts across the enterprise to enroll teams in the CX vision and drive culture change.
  • Building partnerships with key functions within the organization to understand their priorities and roadmaps and ensure CX strategy initiatives are aligned and integrated.
  • Partnering to define and deliver CX training and enablement strategy.

The company is actively seeking United States military veterans and service members who meet the qualifications outlined below.

  • Military service members and veterans with ranks from E5-E9, W1-CW5, or O3-O6, plus appropriate equivalent combination of education and years of experience as outlined below.

Required Knowledge, Skills, Abilities & Experience

5+ years of related experience. Experience in strategy development, customer experience and/or organizational design strongly preferred.  (Note:  A Master's degree will count as one year of experience.  A partial year of six months or more will be rounded up to one full year of experience.)

Other related knowledge, skills, abilities and experience include:

  • Experience in working with specific CX or brand UX related efforts is a plus.
  • Experience developing systems for customer experience metrics, measurement, and reporting is a plus.
  • Strong collaboration, facilitation, storytelling, and influencing skills — getting the most and best out of the collaborative relationships, keeping people informed, and influencing key contributors to ensure success.
  • Strong entrepreneurial and innovative mindset. Experience with human centered design mindsets and processes preferred.
  • Demonstrated ability to operate effectively and drive change in a matrixed and complex environment.
  • Exceptional presentation and facilitation skills is a must.
  • Analytical mindset, great at problem-solving, with the ability to create consensus from diverse perspectives.

Education Requirements

Bachelors degree or higher from a college or university is required.

Licenses, Certifications, or Quals Description

Working Conditions

Travel Up to 25%

Other Working Conditions

Test Description

No testing required.


Export Control

Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law.  Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.


Other Information

We offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which may include: health benefits with coverage for families and domestic partners, vacation, retirement plans, paid holidays, tuition reimbursement, and much more.   To learn more about our benefits, click here

Dominion Energy is an equal opportunity employer and is committed to a diverse workforce. Qualified applicants will receive consideration for employment without regard to their protected veteran or disabled status.  

You can experience the excitement of our company – it's the difference between taking a job and starting a career.

Top 3 Reasons to Work at Dominion Energy

1. Great Work Life Balance
2. Generous Pay and Benefits
3. Collaborative & Inclusive Culture

About Dominion Energy

I am your warm cup of coffee in the morning and I light your home at night. I am the cool breeze from your A/C on the hottest day in summer, and the red coil that heats your soup pot on a frigid winter’s day. I am sustainable, reliable and affordable.
I am not just any energy… I am Dominion Energy.
We're transforming the way we do business to build a more sustainable future for the planet, our customers, our team and our industry.  We're shaping the future of energy in America.
Join us!

·21,000 employees
·Headquarters: Richmond, VA
·16 states in the US
·$100 billion of assets
·Nearly $35 million in charitable contributions
·100,000+ volunteer hours recorded in the community

Nearest Major Market: Richmond

Job Segment: Program Manager, Sustainability, User Experience, Management, Energy, Technology