Customer Experience & Digital Strategy Consultant
Practice Information
With over 600 consultants, Navigant’s global Energy segment is the largest energy and sustainability consulting team in the industry. We collaborate with utilities and energy companies, government and NGOs, large corporations, product manufacturers, and investors to help them thrive in a rapidly changing energy environment. Our clients include the world’s 50 largest electric, water, and gas utilities; the 20 largest independent power generators; and the 20 largest gas distribution and pipeline companies. Navigant’s seasoned professionals and highly skilled specialists form exceptional teams to help clients transform their businesses, manage complexity and accelerate operational performance, meet compliance requirements, and transform organizations and systems to address upcoming changes as the energy transition accelerates.
Navigant offers a custom approach to provide forward-thinking ideas and solutions in the critical, complex, and ever-evolving energy industry. Our specialized experience and advanced analytic approach to problem solving allows us to provide breakthrough insights for clients.
Navigant helps clients navigate the Energy Cloud transformation by developing next-generation business and policy solutions that maximize value and manage risks. Our industry-leading perspective on the global energy transformation, the Energy Cloud, addresses all aspects of the energy value chain, providing specific details on how clients can harness changing business models. With an in-house research team, Navigant's clients have access to the latest data and insights related to the global energy transformation. We work side by side with clients, from the planning stages to implementation, applying our expertise across strategy, technology, and regulatory matters to ensure program success.
Responsibilities
- Business process design with emphasis on meter-to-cash technology deployment and customer facing technology (e.g. Advanced Metering Infrastructure (AMI) capabilities such as Remote Connect Disconnect, Customer Relationship Management (CRM) systems such as Salesforce, etc.)
- Defining business process flows and business requirements in support of a technology solution development
- Journey mapping and design, persona development, and customer experience (CX) design
- Digital strategy, including digital Customer Experience strategy and roadmap development
- Customer operations performance assessment – analyzing maturity of customer operations capabilities across processes, technology, and talent/skills and developing improvement recommendations / defining improvement initiatives
- Operational performance metrics and digital value levers development
- Business case development
- Help develop workshop presentations and facilitate client workshops
- Conduct market scans/research and develop reports
- Business development support (go-to-market offerings pre-sales, and developing business development presentations)
Qualifications
- Bachelor’s in electrical engineering, computer engineering, power systems engineering, computer science or utilities related technical field
- 5-7 years of utilities industry experience to include Systems Integration and Advanced Metering Infrastructure (AMI) capabilities
- Strong working knowledge and experience in the following:
- Utilities industry and cross-industry customer experience to include gap analysis work.
- Working with business users to create functional requirements for an IT application or system
- Working with IT delivery teams in support of a feature or product roll out
- Management consulting
- Project management
- Workshop development & facilitation
- Digital proficiency and channel marketing
- Business Case development
- Metrics and key performance indicators development
- Familiarity with meter-to-cash systems & applications, and Salesforce Advantage
- Outstanding analytical problem-solving skills
- Advanced PowerPoint and Excel skills required
- Excellent verbal and written communications skills
Preferred Qualifications
Above minimum qualifications and the following:
- Master’s degree electrical engineering, computer engineering, power systems engineering, computer science or utilities related technical field
- Working experience with meter-to-cash systems & applications
- Salesforce Advantage experience
Mental & Physical Requirements
- Frequently communicates with clients and coworkers and must be able to share information effectively
- Strong conceptual, as well as quantitative and qualitative analytical skills
- Work as a member of a team as well as be a self-motivator with ability to work independently
- Flexibility and responsiveness in managing multiple projects in sometimes high-pressure situations simultaneously
- Able to travel via airplane with minimal assistance to client sites across the US and potentially internationally
- Usually remains stationary for the majority of the day
- Regularly uses close visual acuity and operates computer equipment to prepare and analyze and transmit data
EEO/C&B Statement
The company offers competitive compensation packages including an incentive compensation plan, comprehensive medical/dental/life insurance, 401(k) and employee stock purchase plans.
Navigant does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Navigant and Navigant will not be obligated to pay a placement fee.
Navigant is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.
Navigant will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.