Strategic Advisor

General Summary of Job Responsibilities

Strategic Advisor

For the Chief Customer & Growth Officer

Role Purpose

The Strategic Advisor serves as a trusted partner and force multiplier to the Chief Customer & Growth Officer, strengthening alignment, execution discipline, and enterprise readiness across customer experience, affordability, digital enablement, and growth priorities.

This role elevates decision quality and cross-functional cohesion by translating customer strategy into clear operating rhythms, measurable outcomes, and enterprise-aligned execution—ensuring customer initiatives deliver tangible business impact while maintaining affordability, reliability, and trust.

Essential Duties and Responsibilities

Core Focus Areas

1. Customer Strategy Alignment & Execution

• Align customer experience, affordability, digital, and operational initiatives with enterprise strategy and performance commitments.
• Support prioritization of in-year actions tied to CXi improvement, call reduction, cost containment, and customer satisfaction outcomes.
• Monitor progress on critical customer initiatives and surface execution risks early.
• Ensure customer strategies are operationalized across functions.
• Ensure alignment between growth initiatives (e.g., large-load opportunities) and customer, affordability, and operational priorities 

2. Executive Advisory, Communications & Decision Support

• Serve as a confidential thought partner on complex customer, affordability, and transformation issues.
• Pressure-test assumptions and benchmark ambition against customer expectations, regulatory realities, and industry practices.
• Establish and manage operating cadences (e.g., customer operating reviews, CX councils, transformation check-ins) to drive clarity and accountability.
• Partner on executive communications and narratives that clearly articulate customer strategy, progress, and proof points to internal and external stakeholders.
• Lead development of board-ready and CEO-level materials, anticipating questions and ensuring clarity, rigor, and alignment to enterprise strategy 

3. Affordability & Customer Narrative

• Support development and delivery of clear, credible customer and affordability narratives that resonate with employees, customers, regulators, policymakers, and external stakeholders.
• Partner with the Chief Customer and Growth Officer on executive communications, including internal messaging, external statements, presentations, and thought leadership tied to customer experience, affordability, and transformation progress.
• Provide strategic support for speaking engagements, town halls, leadership forums, and external appearances—ensuring messages are aligned, outcome-driven, and grounded in proof points.
• Translate complex customer, cost, and operational dynamics into simple, compelling stories that reinforce trust, transparency, and enterprise discipline.
• Ensure customer and affordability communications are tightly integrated with enterprise strategy, regulatory positioning, and operational execution.

4. Leadership Enablement & Culture Shift

• Coach leaders across the customer organization to set ambitious, measurable goals tied to CX, cost, and operational outcomes.
• Reinforce enterprise-first thinking, ownership, and accountability for customer results.
• Support embedding experimentation, learning-by-doing, and cross-functional ownership into customer leadership expectations.
• Act as a thought partner on leadership effectiveness, team performance, and organizational design
• Support development of leadership bench, including identifying capability gaps, coaching opportunities, and succession planning 

5. Cross-Functional Integration

• Reduce friction across Customer, Operations, Digital, Policy, and Communications efforts.
• Surface misalignment early and broker resolution to keep customer initiatives moving in sync.
• Represent the customer function in enterprise forums as needed to ensure alignment with broader company priorities.
• Translate enterprise priorities into clear implications for customer strategy and execution 

Knowledge/Skills/Abilities

What Success Looks Like

• Clear alignment and execution across customer experience, affordability, digital, and operational initiatives
• Improved CX and customer satisfaction outcomes delivered with cost discipline
• Stronger, more defensible customer and affordability narratives
• Reduced friction and faster decision-making across customer-related work
• Confident, cohesive customer leadership in high-stakes enterprise and external forums

Candidate Profile

• Enterprise-level Strategic Advisor or Chief of Staff experience, ideally supporting a customer, operations, or transformation leader
• Experience operating in complex, regulated, or highly scrutinized environments
• Strong strategic planning, synthesis, and executive facilitation capability
• Proven ability to influence senior leaders without formal authority
• High emotional intelligence, discretion, and executive presence
• Exceptional written and verbal communication skills

Education/Experience

• Bachelor's degree in Business related fied and 7+ years of experience in strategic planning, communications, marketing and/or business
• [OR] Associate's degree in Business related fied and 9+ years of experience in strategic planning, communications, marketing and/or business
• [OR] High school diploma and 11+ years of experience in strategic planning, communications, marketing and/or business

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