Job Description
Position Summary Reporting directly to the CEO, the Chief Customer Officer (CCO) leads New Braunfels Utilities customer-centric initiatives with a people first approach, fostering collaboration and strategic direction across departments and with external stakeholders. Responsible for transforming customer interactions, the CCO oversees the following NBU departments: Customer Service, Conservation and Customer Solutions.
This executive-level role focuses on spearheading customer service transformation, implementing a comprehensive strategy aligned with NBU's mission and values. Utilizing technology and data analytics, the CCO enhances customer experiences, establishes KPIs, and ensures service consistency. Collaborating with the Chief Communications and Strategy Officer, the CCO gathers feedback to drive continuous improvement. Additionally, the CCO develops strategies to improve internal customer service processes and fosters a customer-centric culture at NBU, embodying the organization's core values: Safety, Team, Integrity, Culture, and Stewardship.
Essential Duties & Responsibilities - Develops, coordinates and provides executive level oversight in conceptual planning efforts for customer service initiatives
- Advises the CEO and other executives on matters pertaining to NBU's customer functions and ensures all functions are operating together effectively to achieve strategic initiatives and goals
- Provides people centered leadership with a focus on coaching and fostering employee engagement
- Translates business strategies and drives customer service practices and processes that will enhance the customer experience
- Directs and ensures the development and implementation of customer service policies, procedures and service delivery methods utilizing appropriate key performance indicators for optimal efficiency
- Collaborates with organizational leaders to asses complex Customer Service issues, evaluate information and create new practices which promote NBU's strategic priorities, culture, mission, vision and core values
- Participates in the development and preparation of short-term and long-range plans and budgets, based upon broad organizational goals and objectives; recommends their adoption to CEO
- Works with all internal operations leaders to ensure buy-in and support for all customer focused initiatives
- Develops, oversees, and works to implement the ideal customer experience
- Utilizes both qualitative and quantitative customer feedback to build journey maps to identify best practices
- Provides innovative solutions to customer centric issues
- Serves as the voice of the customer within the organization, advocating for customer needs and preferences in strategic decision-making processes
- Stays informed about industry best practices and emerging trends in customer experience management
- Responds to and resolves high level, sensitive inquiries and complaints from both internal and external sources
- Ensures that effective customer communication is considered in all projects or changes that will affect
customer experience
- Conducts forecasting and analysis of customer demographic trends for future initiatives
- Serves as the champion for the customer experience and in developing customer surveys, educational materials and general information delivered to the public regarding customer service matters
- Provides overall strategic Customer Service leadership
- Directs internal operations to achieve budgeted results and other financial criteria
- Insures all activities and operations are performed in compliance with local, state, and federal regulations and laws governing business operations
- Ability to effectively manage changes and guide those changes through significant challenges while achieving organizational goals and objectives
- Develops and maintains a sound plan of organization by establishing policies to insure adequate leadership development and to provide for capable management succession for those functions/departments falling under their responsibility
- Oversees that departmental goals are aligned with the strategic direction and business plan of NBU
- Committed to playing a critical role in setting and maintaining the culture of the company by fostering an inclusive work culture focused on professional development, career growth, and strong relationships built on trust and mutual respect for our organization and the communities we serve.
The Chief Customer Officer will be responsible for providing direct leadership to the following departments:
Customer Service Provides support, guidance and strategic direction to the Customer Service department which includes Cashiering, Billing, Applications, Call Center and New Service Navigation. NBU’s focus is to provide a first-class customer service experience striving to meet or exceed the changing customer service expectations.
Conservation and Customer Solutions Offers direct support and strategic direction to the Director of Customer Solutions who oversees customer-focused rebate, usage assessment and educational programs, and directly oversees the education and enforcement of New Braunfels drought Ordinance. The CCO will also provide direct support and strategic direction to the Director of Customer Solutions who is currently leading the companywide creation of customer-focused Distributed Energy Resource programs and Electric Transportation programs.
General Responsibilities - Maintains regular attendance; leave schedule should be managed so as to not interfere with ability to accomplish tasks, including special projects and assignments with deadlines
- Adheres to NBU safety guidelines and practices at all times and in all situations
- Maintains a clean and safe work area, office, field site and vehicle as applicable
- Develops & maintains effective customer service skills for communications with co-workers, customers and the public in general
- Maintains strict confidentiality of business, employee and customer information in written and oral communications and safeguard sensitive documents
- Adheres to NBU policies and procedures
- Exemplifies NBU Core Values of Safety, Team, Integrity, Culture and Stewardship
- Participates in and supports initiatives to reach annual NBU Performance Measures
Certification And Licensures Requirements - Must possess a valid Texas Class "C" Driver's License
Other Minimum Qualifications - Innovative, analytical, and engaging leader with proven track record of influencing, developing, and leading diverse teams
- Strong written and oral communication skills.
- Possesses strong competence in: servant leadership and collaboration; emotional intelligence and empathy; ethical stewardship and integrity; and strategic thinking.
- Outstanding interpersonal relationship building, coaching, conflict resolution skills, with an ability to bring people together to solve problems.
- Strong project management and organizational skills. Assessing and prioritizing multiple tasks, projects and demands.
- Establishing and maintaining cooperative working relationships with City employees, officials, and representatives from other local, state and Federal agencies.
- Monitoring and controlling the confidentiality of City information, according to the standards of the Privacy Act of 1974.
- Exemplify dedicated customer focus with consistent history of exceeding expectations.
- It is preferable that all executive leaders reside in at least one of three NBU service territories.
Other Software Knowledge Proficient in utilizing current versions of computer software and hardware provided by NBU to produce memos, reports, special operating reports, graphs, spreadsheets, and other documents that are clear, accurate and grammatically correct.
Job Tags
Temporary work, Work at office, Local area,