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Sr. Manager, Journey Owner (CCO) 1Date: Feb 15, 2023Location: The Woodlands, Texas, United StatesCompany: EntergyPosting End Date:Work Place Flexibility: HybridLegal Entity: Entergy Services, LLCThis position can be filled in Entergy's Corporate service territory, preferred locations include: New Orleans, LA, The Woodlands, TX, Jackson, MS, or Little Rock, AR.Job Summary / PurposeThe Sr Manager, Journey Owner will be responsible for delivering a seamless end-to-end customer experience for relevant C&I Journeys. This person will map journeys, develop backlog and prioritize solutions to improve the customer experience. This person will identify critical inputs, collaborate with key stakeholders, and manage cross-functional teams to deliver high-impact, sustainable solutions for C&I customers.Job Duties / ResponsibilitiesBuild and manage Journey teams to address customer frictions for C&I customers, prioritize initiatives, and manage resourcing and solution delivery.
Accountable for the C&I Journey vision—mapping and delivering improvement for the C&I acct mgmt. end to end experience.
Manage cross-functional team of resources across Entergy to understand frictions and build solutions.
Drive connection across all appropriate stakeholders both within and outside of department to optimize journeys end-to-end to deliver practical, sustainable solutions
Proactively identify emerging threats/issues, related to user experience, customer journey and energy product ecosystem
Collaborate with OpCo Leaders, KAMs, Customer Insights and KAM transformation to understand and resolve emerging customer needs
Conduct analyses required to problem solve with the team on specific delivery, design, and strategic issues
Participate and influence ongoing business planning and departmental prioritization activities
Manage budget for resources and solutions to be built for relevant journey
Oversee and monitor deliverables and KPIs (e.g., CSAT, NPS, Story points) of team to ensure journey outcomes meet broader customer org. initiatives
Minimum RequirementsEducation, Experience, & Skills requirementBachelor's Degree in business-related field or equivalent work experience (desired: Master's Degree)
At least 5 years of professional experience
Strong Agile management skills, including definition of milestones and sprint planning
Demonstrated experience and deep understanding of customer experience best practices
Any certificates, licenses, etc. required of the positionNone#LI-RM1Primary Location: Texas - The Woodlands Louisiana : Amite Arkansas : Alexander Arkansas : Arkadelphia Arkansas : Bald Knob Arkansas : Batesville Arkansas : Beebe Arkansas : Benton Arkansas : Berryville Arkansas : Blytheville Arkansas : Blythville Arkansas : Brinkley Arkansas : Cabot Arkansas : Camden Arkansas : Clarenden Arkansas : Conway Arkansas : Corning Arkansas : Crossett Arkansas : DERMONTT Arkansas : Danville Arkansas : Dardanelle Arkansas : Des Arc Arkansas : Dewitt Arkansas : Dumas Arkansas : Earle Arkansas : El Dorado Arkansas : Elaine Arkansas : England Arkansas : Eudora Arkansas : Flippin Arkansas : Fordyce Arkansas : Forrest City Arkansas : Glenwood Arkansas : Gurdon Arkansas : Hamburg Arkansas : Hardy Arkansas : Harrisburg Arkansas : Harrison Arkansas : Hazen Arkansas : Heber Springs Arkansas : Helena Arkansas : Hot Springs Arkansas : Hotsprings Arkansas : Hoxie Arkansas : Hughes Arkansas : Jacksonville Arkansas : Jones Mill Arkansas : Junction City Arkansas : Lake Village Arkansas : Little Rock Arkansas : Lonoke Arkansas : Magnolia Arkansas : Malvern Arkansas : Mammoth Sprgs Arkansas : Marianna Arkansas : Marion Arkansas : Marked Tree Arkansas : Marshall Arkansas : Maumelle Arkansas : Mcgehee Arkansas : Monette Arkansas : Monticello Arkansas : Morrilton Arkansas : Mountain Home Arkansas : Mountain View Arkansas : Newark Arkansas : Newport Arkansas : No. Little Rock Arkansas : Pine Bluff Arkansas : Pocahontas Arkansas : Rector Arkansas : Redfield Arkansas : Russellville Arkansas : Searcy Arkansas : Sheridan Arkansas : Smackover Arkansas : Stamps Arkansas : Stephens Arkansas : Strong Arkansas : Stuttgart Arkansas : Trumann Arkansas : Warren Arkansas : West Helena Arkansas : Wilson Arkansas : Wynne Arkansas : Yellville Louisiana : Arcadia Louisiana : Bastrop Louisiana : Baton Rouge Louisiana : Belle Chase Louisiana : Bogalusa Louisiana : Buras Louisiana : Chalmette Louisiana : Church Point Louisiana : DESTREHAN Louisiana : Delhi Louisiana : Denham Springs Louisiana : Donaldsonville Louisiana : Dubach Louisiana : Eunice Louisiana : Ferriday Louisiana : Fort Polk Louisiana : Gonzales Louisiana : Grayson Louisiana : Gretna Louisiana : Hammond Louisiana : Haynesville Louisiana : Hodge Louisiana : Homer Louisiana : Houma Louisiana : Jefferson Louisiana : Jena Louisiana : Jennings Louisiana : Joyce Louisiana : Kenner Louisiana : Killona Louisiana : Labadieville Louisiana : Lafayette Louisiana : Lake Charles Louisiana : Lake Providence Louisiana : Lockport Louisiana : Luling Louisiana : Marksville Louisiana : Metairie Louisiana : Monroe Louisiana : Montgomery Louisiana : Montz Louisiana : New Orleans Louisiana : Newellton Louisiana : Oak Grove Louisiana : Port Allen Louisiana : Rayville Louisiana : Reserve Louisiana : Ringgold Louisiana : Saint Rose Louisiana : Scott Louisiana : Sibley Louisiana : Springhill Louisiana : St. Francisville Louisiana : St. Gabriel Louisiana : St. Joseph Louisiana : St. Rose Louisiana : Sterlington Louisiana : Sulphur Louisiana : Tallulah Louisiana : Thibodaux Louisiana : West Monroe Louisiana : Westlake Louisiana : Westwego Louisiana : Winnsboro Louisiana : Zachary Mississippi : Belzoni Mississippi : Brookhaven Mississippi : CARTHAGE Mississippi : Canton Mississippi : Centerville Mississippi : Charleston Mississippi : Clarksdale Mississippi : Cleveland Mississippi : Clinton Mississippi : Crystal Springs Mississippi : Drew Mississippi : Fayette Mississippi : French Camp Mississippi : Gloster Mississippi : Greenville Mississippi : Greenwood Mississippi : Grenada Mississippi : Hazlehurst Mississippi : Hernando Mississippi : Hollandale Mississippi : Indianola Mississippi : Jackson Mississippi : Kosciusko Mississippi : Lexington Mississippi : Madison Mississippi : Magee Mississippi : Marks Mississippi : Mccomb Mississippi : Meadville Mississippi : Mendenhall Mississippi : Morton Mississippi : Natchez Mississippi : Nesbit Mississippi : Pearl Mississippi : Port Gibson Mississippi : Prentiss Mississippi : Ridgeland Mississippi : Rolling Fork Mississippi : Rosedale Mississippi : Sallis Mississippi : Sardis Mississippi : Senatobia Mississippi : Shelby Mississippi : Southaven Mississippi : Summer Mississippi : Tunica Mississippi : Tylertown Mississippi : Vicksburg Mississippi : Winona Mississippi : Woodville Mississippi : Yazoo City Texas : Anahuac Texas : Austin Texas : Beaumont Texas : Burkeville Texas : Calvert Texas : Cleveland Texas : Conroe Texas : Corpus Christi Texas : Corrigan Texas : Crystal Beach Texas : Dayton Texas : Groveton Texas : Houston Texas : Huntsville Texas : Kountze Texas : Madisonville Texas : Marshall Texas : Navasota Texas : New Caney Texas : Orange Texas : Port Arthur Texas : Port Neches Texas : Silsbee Texas : Somerville Texas : Sour Lake Texas : The Woodlands Texas : Trinity Texas : Vidor Texas : Willis Texas : Winnie Texas : Woodlands Texas : WoodvilleJob Function : ProfessionalFLSA Status : ProfessionalRelocation Option: Level IUnion description/code : NON BARGAINING UNIT-NBUNumber of Openings : 1Req ID: 110736Travel Percentage : Up to 25%An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please clickhere (https://jobs.entergy.com/content/EEO/?locale=enUS) to view the EEO page, or see statements below.EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here (humanr@entergy.com?subject=Accessibility) and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.Entergy Pay Transparency Policy Statement: The Entergy System of Companies (the Company) will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information. 41 CFR 60-1.35(c). Equal Opportunity (https://www.dol.gov/agencies/ofccp/manual/fccm/2l-equal-opportunity-clauses-and-other-requirements/2l00-equal-opportunity) and Pay Transparency (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp%20EnglishformattedESQA508c.pdf) .Pay Transparency Notice:Pay Transparency Nondiscrimination Provision (dol.gov) (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp%20EnglishformattedESQA508c.pdf)The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.WORKING CONDITIONS:As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.Job Segment: Sustainability, Manager, User Experience, Inspector, Energy, Management, Technology, Quality
Full-time