CX Systems Strategy and Solutions Lead

Job Posting End Date

Please note the job posting will close on the day before the posting end date.

Job Summary

Job Description

The IT Consultant Senior - Customer Experience Systems Strategy and Solutions is responsible for business relationship, portfolio strategy, product direction, customer and employee experience, opportunity analysis, prioritization, adoption, and value realization across the Customer Experience Systems portfolio. The role jointly manages the portfolio with the Customer Experience Systems Engineering Lead and represents Customer Operations throughout planning, design, implementation, measurement, and continuous improvement.

The position partners with Contact Center and Customer Operations leaders, Technology teams, and Gigawatt partners to identify and shape AI-enabled and other advantageous technical enhancements. The role protects the intended customer and employee experience, defines business outcomes and controls, and ensures solutions are adopted and deliver measurable value.

What you’ll do:

Essential Job Functions & Tasks

Strategic Leadership

• Develop and maintain the multi-year Customer Experience Systems strategy and product portfolio roadmap.
• Align investments with Customer Operations priorities, customer experience objectives, enterprise strategies, regulatory needs, and measurable outcomes.
• Anticipate customer, workforce, channel, operational, and technology trends and recommend strategic responses.
• Drive simplification, reuse, application rationalization, and coordinated planning across the portfolio.

Business and Operational Partnership

• Serve as a primary Technology relationship partner for Customer Operations and Contact Center leadership.
• Develop deep understanding of customer journeys, operating processes, employee workflows, performance measures, pain points, and emerging needs.
• Facilitate portfolio planning, demand intake, prioritization, funding, governance, and executive decision discussions.
• Translate business and operational challenges into clear opportunities, product strategies, requirements, and outcome measures.

Product, Experience, and Analysis Leadership

• Lead product discovery, customer journey analysis, employee workflow analysis, process design, experience requirements, use-case definition, and value hypotheses.
• Serve as a primary business and operations partner for the move from Genesys Engage to Genesys Cloud CX, keeping the migration tied to Customer Operations priorities and the intended customer and employee experience. 
• Shape the order in which each line of business moves to Genesys Cloud CX, balancing operational readiness, call volume, regulatory commitments, and cutover risk. 
• Lead the review of current routing, IVR, self-service, and agent workflows, and decide what to redesign, simplify, or retire rather than move as-is. 
• Make sure business requirements, acceptance criteria, and success measures are defined for each migration wave, and lead business acceptance alongside Contact Center leadership. 
• Establish product vision, scope, business requirements, acceptance criteria, business ownership, roadmaps, and success measures.
• Use customer feedback, employee insights, operational data, analytics, and research to guide product decisions.
• Balance customer value, employee experience, operational need, risk, regulatory commitments, technical debt, cost, and delivery capacity.

AI Solution Partnership and Lifecycle

• Shape customer and employee AI use cases and partner with Gigawatt teams that lead development of underlying AI solutions.
• Lead business participation in experimentation, proofs of concept, prompt and conversation-design requirements, user evaluation, and business acceptance.
• Partner in data and knowledge readiness, human review and escalation design, responsible-use assessments, output-quality monitoring, solution-performance monitoring, and ongoing tuning.
• Define adoption, process integration, business controls, expected outcomes, and criteria for expansion, redesign, replacement, or retirement.

Technology and Engineering Partnership

• Work with the Engineering Lead from discovery forward to incorporate technical feasibility, architecture, dependencies, risk, capacity, and lifecycle implications.
• Translate portfolio priorities into clear business objectives, product requirements, experience requirements, and measurable outcomes.
• Participate in solution options and design reviews to preserve business intent and customer and employee experience.
• Jointly manage dependencies and tradeoffs across Genesys, digital channels, customer platforms, data, integrations, infrastructure, and Gigawatt-enabled capabilities.

Adoption, Change, and Value Realization

• Assess impacts to customers, employees, processes, policies, controls, training, communications, and performance measures.
• Lead operational readiness, stakeholder engagement, pilot feedback, adoption planning, and business acceptance.
• Establish baselines and monitor customer satisfaction, effort, self-service, first-contact resolution, employee productivity, quality, adoption, efficiency, and financial value.
• Use outcomes and feedback to recommend tuning, expansion, redesign, replacement, consolidation, or retirement.

Decision Support and Cross-Functional Leadership

• Lead cross-functional teams through influence and create clarity around objectives, roles, decisions, dependencies, and accountability.
• Jointly develop decision-quality recommendations on priority, solution approach, sourcing, architecture, AI risk, readiness, funding, and resources.
• Identify and engage the senior leaders, control functions, platform owners, and subject-matter experts required for informed decisions.
• Communicate portfolio progress, value, risks, dependencies, and investment needs to Technology and operational leadership.

Qualifications

Required

• Bachelor's degree in computer science, engineering, information systems, business, or a related field, or an equivalent combination of education and experience.
• Eight or more years of progressive experience in technology, product management, business relationship management, customer experience, business analysis, or related discipline.
• Experience leading complex cross-functional initiatives from discovery through implementation, adoption, measurement, and improvement.
• Experience developing product strategies, roadmaps, business cases, customer journeys, process designs, requirements, and value measures.
• Working knowledge of Contact Center operations and one or more Customer Experience Systems domains.
• Understanding of AI-enabled solutions, data and knowledge readiness, responsible use, human oversight, solution evaluation, and monitoring.
• Strong executive communication, facilitation, analytical, decision-support, change leadership, and influence skills.

Preferred

• Experience supporting a large-scale Contact Center or Customer Operations organization.
• Experience with Genesys or another enterprise CCaaS platform.
• Experience shaping customer-facing or employee-facing AI, automation, digital, analytics, or self-service solutions.
• Experience in a regulated industry, preferably electric utility or energy.
• Product, Agile, SAFe, PMP, ITIL, BRM, design-thinking, business-analysis, or change-management certification.

Leadership Competencies

• Strategic Thinking
• Business Partnership
• Customer Focus
• Product Leadership
• Experience Design
• Analytical Thinking
• Change Leadership
• Financial Acumen
• Executive Communication
• Collaboration and Influence
• Risk Management
• Decision Making
• Innovation
• Continuous Improvement

Success Measures

• Trusted partnership with Customer Operations and Technology leadership
• A clear, integrated, feasible, and outcome-based Customer Experience Systems roadmap
• High-quality product discovery, experience design, prioritization, and executive recommendations
• Successful adoption and measurable value from AI-enabled and non-AI solutions
• Improved customer and employee experiences across channels and journeys
• Strong partnership with the Engineering Lead and Gigawatt teams
• Improved transparency into demand, progress, risks, dependencies, outcomes, and investment needs

What We're Looking For

A strategic, customer-focused portfolio leader who can connect Customer Operations, customer and employee experience, product management, process analysis, data, emerging technology, organizational change, and measurable value. The successful candidate will lead through influence, bring structure to ambiguous opportunities, and partner closely with a senior Engineering Lead throughout the complete solution lifecycle.

Education Requirements

• Bachelor's degree in computer science, engineering, information systems, business, or a related field is required.
• An equivalent combination of education and related experience may be considered.

Work Experience

• Eight or more years of progressive technology, product, business relationship, customer experience, business analysis, or related experience is required.
• Experience leading cross-functional strategic initiatives or enterprise products is strongly preferred. Direct supervisory experience is not required.

American Electric Power (On-Site)

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#AEPCareers

At AEP, we’re more than just an energy company — we’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!

Compensation Data

Compensation Grade:

Compensation Range:

The Physical Demand Level for this job is: S – Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.  

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