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Experience Manager - Streetlight Services(Hybrid)

Date: Sep 30, 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 as you practice your craft with industry leaders. 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

The guiding purpose of this role is to ensure that strategic and operational direction for managing Consumers Energy’s 170,000 owned and operated streetlights is informed by the needs of over 6 million residents, 350,000 local businesses and 850 municipal clients across the state. The starting point is to establish and manage customer feedback processes and ensure that current projects are meeting key customer satisfaction drivers, inclusive of safety, economic, environmental and aesthetic needs. With a working knowledge of streetlight operations, you will oversee the company’s new, industry-leading streetlight outage application and quickly become an advisor for a “smart” streetlight pilot and the company’s LED conversion strategy, ensuring that operational and technology advances are designed and implemented in a fashion that maximizes customer value. Your understanding of various customer needs and vision for the “art of the possible” will make you an indispensable partner to Engineering and Operational colleagues in determining future technology, functionality, product options, and service approaches that establish Consumer Energy Streetlight Services as a premier provider of outdoor lighting applications for commercial and municipal customers.

Position Responsibilities

 

  • Bring or learn human-centered design methodologies to guide cross functional team thinking and project design processes.  Lead customer research, insights and benchmarking to inform design of a best-in-class streetlight operation for Consumers Energy. 
     
  • Collaborate across a wide variety of cross-functional stakeholders on strategic and operational objectives to deliver upon the streetlight operation vision for serving Michigan communities and constituents. Includes creating and co-leading a cross-functional Council to ensure alignment of strategic direction and coordination/approval of all initiatives that have potential to impact customer experience.
     
  • Provide experience design expertise and business owner leadership for the ground-up design and implementation of streetlight initiatives, including the new streetlight outage reporting and tracking application, “smart” streetlight pilot and LED conversion strategy.
     
  • Partner with Engineering and Operational teams to ensure that strategic and operational approaches are informed by customer needs and expectations on attributes including technology, feature sets, safety and reliability, environmental, aesthetic, value and service options.
     

Required Qualifications:

  • Must be passionate about customer experience delivery and have demonstrated success at contributing to a positive, collaborative culture
  • Utility operations experience preferred but not required
  • Degree: Minimum Bachelor degree, or equivalent experience, required
  • 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 should be expected;  25+ Michigan locations are available for use at employee discretion.
 
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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