Customer Journey Lead

TPI Global (formerly Tech Providers, Inc.)

Orlando, FL

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Job Description

Job Title: Customer Journey Lead
Duration: 12 months Temp to Hire
Location: Orlando, FL - Hybrid - Expected to go to office when requested and at least three day per week in-office (Tuesday, Wednesday, and Thursday

Position Description
Key Responsibilities

Define and own the vision for your assigned customer journey, ensuring it aligns with business goals and customer needs.
Lead and evolve end to end journey architecture across residential and commercial segments, using workshops, mapping exercises, and documentation to design current and future state experiences and optimize interactions across key business units.
Design future state journeys informed by industry, competitive, technological, regulatory, and environmental trends to ensure CX strategies remain innovative, forward looking, and aligned with OUC’s strategic plans.
Help champion the voice of the customer across the organization by ensuring decisions are grounded in empathy, customer insights, and data driven understanding of residential and commercial experiences.
Partner with Market Research to design and leverage customer insights programs that identify emerging trends and opportunities;translate findings into actionable recommendations and develop business cases to support prioritization and implementation.
Partner with BRM and Business Planning to develop, implement, and manage a multi year CX roadmap for residential and commercial experiences, prioritizing high impact, feasible initiatives that reduce friction and elevate customer experience outcomes.
Collaborate with key partners across the organization to ensure journey accuracy, support process improvements, and ensure customer centric solutions are integrated across residential and commercial experiences.
Use storytelling and visual communication to translate complex processes into compelling narratives that influence leaders, drive clarity, and support adoption of customer centric practices and CX initiatives.
Partner with the analytic team to develop, maintain, and monitor journey level KPIs and dashboards to measure performance and drive continuous improvement.
Maintain governance and version control to ensure journey documentation is accurate, standardized, and leadership ready.
Support the CX Manager in executing enterprise CX strategy and ensuring alignment with OUC’s mission and strategic priorities.

Skills Required

5+ years of experience in progressive customer experience strategy development and management, owning and implementing customer experiences and improvement initiatives, and current and future state journey mapping. (Product ownership or business process improvement a plus).
Proven track record of leading large scale, cross functional initiatives from concept to delivery.
PMP or Scrum Master Certifications, preferred.
Strong analytical skills with the ability to interpret data and translate insights into actionable improvements.
Exceptional communication and visual storytelling skills to influence stakeholders and drive clarity.
Familiarity with SLAs, commercial contracts, and multi touchpoint operational workflows.
A customer centric mindset with a passion for creating intuitive, impactful experiences.

Skills Preferred

Customer Experience (CX) Certification, preferred.
Experience in a utility company or energy-related service company, preferred.
Experience with agile methodologies and tools is a plus.

Experience Required

5+ years of experience in progressive customer experience strategy development and management, owning and implementing customer experiences and improvement initiatives, and current and future state journey mapping. (Product ownership or business process improvement a plus).
Proven track record of leading large scale, cross functional initiatives from concept to delivery.
PMP or Scrum Master Certifications, preferred.
Strong analytical skills with the ability to interpret data and translate insights into actionable improvements.
Exceptional communication and visual storytelling skills to influence stakeholders and drive clarity.
Familiarity with SLAs, commercial contracts, and multi touchpoint operational workflows.
Experience with agile methodologies and tools is a plus.
A customer centric mindset with a passion for creating intuitive, impactful experiences.
Customer Experience (CX) Certification, preferred.
Experience in a utility company or energy-related service company, preferred.

Education Required

Bachelor's preferred, or 5+ years of experience in progressive customer experience strategy development and management, owning and implementing customer experiences and improvement initiatives, and current- and future-state journey mapping. (Product ownership or business process improvement a plus).

Numbers & Facts

Location

Orlando, FL

Skills

Agile Programming Methodologiesunmatched
Analysis Skillsunmatched
Business Caseunmatched
Business Planunmatched
Certified ScrumMasterunmatched
Channel Strategiesunmatched
Continuous Improvementunmatched
Cross-Functionalunmatched
Customer Acquisitionunmatched
Customer Experienceunmatched
Customer/Client Researchunmatched
Documentationunmatched
Energy & Utilitiesunmatched
Establish Prioritiesunmatched
Leadershipunmatched
Market Researchunmatched
Performance Metricsunmatched
Process Improvementunmatched
Project Management Professional (PMP)unmatched
Regulationsunmatched
Reporting Dashboardsunmatched
Service Level Agreement (SLA)unmatched
Source Code/Configuration Management (SCM)unmatched
Storytellingunmatched
Strategic Planningunmatched
Trend Analysisunmatched
Visual Communicationunmatched

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