Experience Design Manager

Location(s): MN - Minneapolis

Are you ready to take your leadership potential to the next level with a growing Fortune 500 company? Xcel Energy is at the leading edge of an industry that is changing quickly. We're seeking dynamic, proven leaders to help guide us into this exciting energy future. If you're looking to lead at a company that is committed to excellence, safety and environmental stewardship, with plenty of room to grow, consider a position at Xcel Energy. We also invest in our leaders. From specific programs for new and aspiring leaders to just-in-time resources to support the seasoned manager, we provide development for any stage of their career.

Position Summary

Lead a group of Customer Experience Designers, User Experience Designers and Content Strategists responsible for the end-to-end customer experiences for new products/services and improvements to existing products/services and channels. This role is accountable for experience design strategy development, planning and compliance in order to deliver a high quality, low customer effort experience resulting in improved customer satisfaction and growth opportunities.

Essential Responsibilities

* Develop/evaluate opportunities to optimize user flows, product experiences and resolve service issues.
* Align overall brand standards with user experience design of products/services (eg, UI, UX, copy).
* Partner with segment leads customer care, channel managers and product managers to design customer experiences across channels to deliver target performance outcomes (eg awareness, conversion, sales, service experience, etc.).
* Drive and champion design needs to leadership. Manage the team to provide prioritization, design facilitation for the organization, prototyping capability and recommendations for product & services experiences in accordance to the brand.
* Drive market research requirements.
* Responsible for hiring, developing, training, coaching, counseling and rewarding a group of professional employees.

Minimum Requirements

* Bachelor's degree in business, marketing, project management, psychology, design or related fields or a combination of education and experience providing equivalent knowledge.
* 9 years of experience in business, marketing, project management, psychology, design or related fields.
* Problems faced are usually difficult and extremely complex.
* Ability to lead through ambiguity and influence both tactical immediate decisions and longer-term strategies.
* Customer led experience; trained in the use of basic CX concepts such as journey maps, design thinking, path to purchase, customer experience metrics and measurements.
* Management/Supervisory experience.

During COVID-19 Pandemic this position may require the ability to temporarily work remote within the company service territory until company protocol dictates return to the office criteria has been met.

This position requires a behavioral assessment prior to being considered for an interview.

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As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you're ready to be a part of something big, we invite you to join our team.

Posting Notes: MN - Minneapolis || MN - Minneapolis || United States (US) || Customer And Innovation || 31125:Customer and Brand Strategy || Full-Time || Non-Bargaining ||

The anticipated starting base pay for this position is: $94,500 to $134,166 per year

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Requisition Number: 28564

Equal Opportunity Employer: Minority/Female/Disability/Veteran

Individuals with a disability who need an accommodation to apply please contact us at (see below)