Summary:         

We are seeking a hands-on Product Owner to help create best-in-class digital experiences that contribute toward AES’ customer experience strategy and global digital transformation. The Digital Customer Experience Product Owner is responsible for customer support oriented product platforms to enhance customer experience and drive business results. The Digital CX Product Owner owns and drives digital application products from vision, through requirements, design, delivery and continuous improvement. Product Owner will be a facilitator within larger cross-functional teams to help solve business problems. This individual is a tireless advocate for voice of the customer working with the business to align the product portfolio to meet goals and objectives.

Responsibilities:

• Support the development and implementation of a fully integrated digital customer experience strategy with a focus on our utility business’ customer support portfolios.

• Create, maintain and communicate product plans/roadmaps engaging stakeholders across the organization aligning and supporting company and business unit strategies.

• Identify product requirements and future enhancements through collaborative engagements to support product strategies.

• Create and manage external business partner relationships.

• Create highly collaborative cross-functional partnerships within the AES matrix organization.

• Identify, measure and improve key outcomes to enhance customer experience and create a compelling product vision through continuous improvement using customer insights and operational metrics.

• Facilitate and participate in customer journey mapping to understand customer pain points and identify opportunities for improvements; lead implementation of new/improved digital journeys.

• Foster a high performing environment that builds performance driven agile teams.

Qualifications: 

• BA or BS with 5 to 10 years of relevant experience bringing customer-facing omnichannel application products to market.

• In-depth understanding of CRM best practices particularly in a customer support environment.

• Experience and deep understanding of CRM cloud-based platforms is required. Hands-on experience with Salesforce platforms, particularly Service Cloud, Marketing Cloud and/or Vlocity, is a huge plus.

• Strong project management skills.

• Demonstrated high level of curiosity, creative thinking, analytic ability and innovatively operating at strategic and tactical levels; a self-starter and problem-solver with a focus on driving business outcomes.

• Excellent written and verbal communication skills; ability to communicate effectively across the organization, from non-technical people through highly technical engineering/development roles to translating business value to executive leaders.

• Demonstrated ability to build effective internal and external relationships and influence people.

• Thorough understanding of existing and emerging digital channels.

• The qualified candidate must enjoy working in a dynamic, fast-paced and changing environment; must be comfortable working under tight deadlines; have the ability to communicate effectively; able to juggle multiple tasks at once; must be extremely flexible; be able to work individually and with teams; must proactively identify tasks; have a strive for excellence approach to their work, continually aiming to raise the bar; and possess a high level of professionalism.

• Accomplished user of Microsoft business tools including Excel, PowerPoint, Word and Teams.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

Safety comes first at AES. To protect the health and safety of our people, customers, communities and partners, and to provide and maintain a workplace that is free of known hazards, AES requires all newly-hired people or current AES people applying for U.S.-based role(s), to be fully vaccinated against COVID-19 or be willing to be fully vaccinated against COVID-19 by their date of hire. Except where prohibited by law or not specifically covered in a collective bargaining agreement, new hires and transfers will be required to provide proof of vaccination during onboarding and periodically thereafter. This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities, as applicable.