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Experience Manager, Billing & Payment(Hybrid)

Date: Oct 1, 2021

Location: JACKSON, MI, US

Company: Consumers Energy

Join the diverse and dynamic team that powers Michigan's largest energy provider and one of the nation's largest gas and electric combination utilities.  Consumers Energy services 6.7 million of Michigan's 10 million residents - caring for our friends and neighbors in all 68 Lower Peninsula counties.  We embrace a cleaner and leaner utility vision focused on eliminating energy waste and adding renewable energy from sources such as wind and solar.

At Consumers Energy, we offer more than just a place to work. We foster a culture that supports career development, growth, and stability, and we take pride in offering our co-workers excellent benefits and compensation packages. We are deliberately creating an inclusive culture that makes our diverse team of co-workers feel valued, supported, and empowered every day. We're a company made up of thousands of people, all with different stories to share and work to do, but we stand united in our company purpose: world class performance delivering hometown service.


Are you ready to join a team taking on generational challenges through the power of human-centered design?  Consumers Energy has a unique opportunity to put your experience design talents to work solving real world problems by creating energy products and services that make daily life easier for over 6.5 million people. As a national leader in delivery of essential energy services with aggressive commitments to people, the environment, and economic prosperity, Consumers Energy embraces design practices that transform traditional interactions into compelling experiences and bring next-generation energy solutions to life.

As one of the nation’s largest natural gas and electric service providers, it is our passion and privilege to serve the residents and businesses of Michigan who count on us every day. Inspired by a 130-year heritage and a vision for a sustainable energy future, our 8,000 employees embrace a culture that values diversity and accountability, earning recognition including:

  • Forbes® best place to work and best employer for diversity in Michigan
  • Forbes® best employer for women, utility sector
  • Sustainalytics #1 U.S. utility for sustainability performance
  • #1 Michigan company in Newsweek® green rankings

Who We Are

The Experience Design team influences every corner of Consumers Energy, evangelizing that customer experience is the most important product we deliver. As a member of the team, you’ll be immersed into a passionate world of design thinkers, partnering with Product Owners and cross-functional teams on a wide variety of initiatives. Be ready to dream big and push beyond what is expected. You’ll tackle complex challenges and get the satisfaction of guiding your team from concept to prototype to delivery of remarkably useful, simple and enjoyable experiences.

The Role

This Experience Manager role is responsible for ensuring the customer billing and payment ecosystem delivers on our brand promise of World Class Performance Delivering Hometown Service. In this role, you’ll use human-centered design practices to inform our long-term roadmap of experience initiatives across residential, small business and commercial customer sectors. You’ll get the satisfaction that comes from assembling cross-functional experts and leading priority projects through the design process to deliver transformation change characterized by choice, confidence and remarkable ease. Building trust and value through these interactions, especially among income challenged segments, will be your guiding mantra.

With wide berth to create meaningful change and the opportunity to influence over 30 million customer interactions every year, this role promises to be an exciting and rewarding challenge. Your team includes experienced Product Owners who, with your leadership, are poised to tackle transformational projects including introduction of new digital payment options, ground-up design of a new payment arrangement product, and a design-centered transformation of our customer bill that will also introduce capabilities for additional customer value and widespread improvements to employee experience across the Company. 

If you are a design thinker who dares to think big, loves collaborating with high-energy teams, and thrives leading others through ever-changing customer-driven environments, it’s time for us to talk.

Position Responsibilities:

  • Establish yourself as a “go-to” thought leader and design thinking expert across multiple customer operations client teams
  • Demonstrate the ability to infuse customer-centric thinking into project design and influence priorities and deliverables that maximize long term customer and employee value.  
  • Build relationships with, and leverage strengths of, internal and external resources to drive aggressive continuous improvement of billing, payment and social-minded service experiences.
  • Develop and lead a data- and insights-driven multi-year initiative roadmap to align stakeholders and guide priorities.
  • Learn and lead practical experience-design methodologies and techniques to further expand the Company’s experience design center of excellence.  Support continuous improvement of enterprise-wide experience design practices and standards.

Required Qualifications:

  • Must be passionate about customer experience delivery and have demonstrated success at contributing to a positive, collaborative culture
  • Must be comfortable acting as a forward-thinking ideator and be able to provide clarity among multiple goals and an ever-changing environment
  • Experience with billing services, payments, social services, or similar arenas are advantageous but not required.
  • Bachelor degree, or equivalent experience
  • Location: Ability to work effectively in hybrid work environment:
    • Remote: Preferably in Michigan, but not required. Some states are ineligible due to regulatory and tax implications.
    • In Person (as health/safety protocols allow): Occasional presence at Jackson, Michigan Innovation Center may be required;  25+ Michigan locations are available for use at employee discretion.
    • Field (as health/safety protocols allow):  Various customer locations, primarily for research and testing activities
All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, sexual orientation, gender identity or national origin.

Nearest Major Market: Jackson Michigan
Nearest Secondary Market: Ann Arbor

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