Manager-Customer Experience
Dominion Energy is committed to providing reliable, affordable, and increasingly clean energy that powers our customers every day. If you want to work for a purpose-driven company that values safety and collaboration, we’re looking for you. You won’t just find a job here; you’ll find your career. Review the position below and apply today.
We offer a hybrid 3-2 work schedule (three days in the office, two days of teleworking) to accommodate the need for flexibility.
Military service members and veterans with a rank of E-5 or higher plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity.
At this time, Dominion Energy cannot transfer or sponsor a work visa or employment authorization for this position.
This position does not offer relocation assistance.
Job Summary
Manages a team dedicated to elevating every aspect of the customer journey - including driving targeted improvements to enhance customer journeys. Champion customer-centric thinking, cultivate strong cross‑functional collaboration, and drive initiatives that enhance satisfaction, loyalty, and operational efficiency.
Key Responsibilities:
- Develops and implements customer focused strategies and action plans that enhance experiences across multiple channels and touchpoints.
- Map and evaluate end‑to‑end customer journeys, identifying friction points and delivering clear, actionable recommendations.
- Lead teams to track the progress, results, and conclusions for key CX initiatives and ensure improvements are maintained.
- Lead customer insights initiatives by designing and managing surveys, feedback tools, and analytics to uncover opportunities for improvement.
- Lead teams to map and evaluate end‑to‑end customer journeys, identifying friction points and delivering clear, actionable recommendations.
- Lead teams to recommend solutions that streamline operations, including reducing call volume, increasing digital self‑service adoption, and improving overall customer satisfaction.
- Provide industry knowledge of best practices, peer capabilities and emerging CX trends.
- Craft and present compelling narratives showcasing customer experience improvements, insights, and measurable business results.
- Serve as the voice of the customer, influencing decisions and driving innovation through close partnership with IT, Operations, Customer Communications, and other cross‑functional teams.
- Manage and develop team members, supporting growth and fostering an inclusive environment.
Required Knowledge, Skills, Abilities & Experience
8-10+ years customer experience, marketing, communications or related field & team leadership experience.
- Strong understanding of customer experience frameworks, including journey mapping, service blueprinting, and design thinking.
- Knowledge of CX metrics and VOC methodologies (e.g., NPS, CSAT, CES) and how they inform strategy.
- Knowledge and use of information technology and customer communication channels (IVR, web, mobile, self-service tools) designed to enhance customer experience and/or improve operations.
- Working knowledge of change management principles and methods.
- Skilled in facilitating workshops, journey sessions, training, and cross‑functional engagement.
- Proficient in presenting insights and recommendations to leadership in a clear and compelling way.
- Effective at collaborating across digital, product, IT, operations, and communication teams.
- Ability to balance strategic thinking with hands on execution in a fast-paced environment.
- Ability to influence stakeholders at all levels and build strong trust-based relationships across the organization.
- Ability to stay current on CX and engagement trends and apply them to drive continuous improvement.
- Proficient with Microsoft Office.
- Understands safety culture and ensures safety is the 1 priority.
Education Requirements
Degree or an equivalent combination of educations and demonstrated related experience may be accepted in lieu of preferred level of education:
Bachelor’s
Preferred Discipline(s): Accounting, Business, Finance, Marketing
Other disciplines may be substituted for the preferred discipline(s) listed above.
Licenses, Certifications, or Quals Description
Working Conditions
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 dombenefits.com.
Dominion Energy is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin and/or status as a protected veteran or individual with a disability.
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Nearest Major Market: Richmond
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