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Customer Experience (CX) Product Manager

Location: 

White Plains, US

Summary

The CX Product Manager is customer-obsessed and highly collaborative, overseeing NYPA’s Voice of Customer efforts and driving a customer-obsessed culture to bring products to market that solve customer needs. This will specifically include management of NYPA’s customer satisfaction survey, customer research and journey mapping.
This position will be part of the growing and evolving Product Management function at NYPA.  As such, the CX Product Manager also supports the analysis, development, and commercialization of new products and services to advance a clean energy future. The Manager brings product management expertise, which includes customer segmentation, market sizing, and competitive landscape assessment and support of go to market strategies. The manager has strong business acumen and works with cross functional teams to develop new product offerings and enhance existing product from ideation through scale. The leading candidate must have exceptional analytic and business modeling capabilities. #LI-VB1

Responsibilities

  • Will act as an expert on NYPA’s customer and use customer research techniques such as journey mapping, survey design and persona development to lead Voice of Customer efforts and drive improvements to product offerings on behalf of the customer
  • Manage day-to-day activities of Voice of Customer program(s), including customer feedback collection, service recovery, and metrics, 
  • Manage software platforms that support Voice of Customer efforts and coordinate as appropriate with IT
  • Identify and prioritize market opportunities, build business cases and defines product strategy.
  • Understand and research markets, competition, and customer requirements.
  • Work closely with account management and sales teams to understand customer needs
  • Supports development of product roadmaps through regular engagement with external customers and industry
  • stakeholders.
  • Utilize agile or other product development methodologies to accelerate product and service delivery.
  • Develops and/or supports  market potential assessments, product roadmaps,  pricing and go-to-market strategies for existing 
  • and new customers.
  • Manage consultants and work of analysts as appropriate.
     

Knowledge, Skills and Abilities

  • Demonstrated expertise bringing new products to market; with experience in energy and/or infrastructure and digital industries preferred.
  • Skilled in working collaboratively across functional groups and large organizations.
  • Knowledge of pricing, business plans, competitive analyses, customer segmentation, Voice of Customer and product roadmaps.
  • Working knowledge of contracts, strategic planning, finance and economics is preferred.
  • Strong executive presence and ability to represent the company formally and informally to influence internal and external stakeholders.
  • Demonstrated ability to effectively lead teams to deliver results.
  • Proven capability to come up the learning curve quickly for new areas of business and changes in the energy market.
  • Demonstrated ability working in an unstructured environment that is evolving to a faster moving, digital services business environment.

Education, Experience and Certifications

  • Bachelor’s Degree in marketing, business, economics, engineering or related field.  Advanced degree in, management, marketing, MBA, or a related field is preferred.
  • Minimum of 5 years energy, utility or infrastructure industries preferred; additional experience with digital service offerings is preferred.
  • Minimum of 8 years in marketing and product development roles.
  • Minimum of 5 years direct management experience.
  • Experience in working with customers (external and/or internal).
  • Experience developing competitive analysis and price benchmarking to hone products’ value proposition and inform which product and service areas should be sales’ areas of focus.
  • Experience identifying potential new services and iterating ideas with technical, commercial, legal and sales staff resulting in tangible commercialized products.
  • Experience with Lean, AGILE or other product development methodologies.
  • Experience with governmental and private sector commercial and industrial customers a plus.

Physical Requirements

None

 

The New York Power Authority is an Equal Opportunity Employer                       

New York is Powered by You

We are a team of over 1,900 energy technologists, IT specialists, business experts, hydro engineers, and other professionals leading the energy revolution. With state-of-the-art technology, advanced R&D, and a modernized infrastructure, we provide New Yorkers with low-cost, clean, reliable power — and we are well on the way to becoming the first fully digital utility in the country. At NYPA, you will be empowered to think big, do good, and transform the energy industry.

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Nearest Major Market: White Plains
Nearest Secondary Market: New York City

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