Director, Customer Experience Strategy - OUC

OUC - The Reliable One is seeking a Director of Customer Experience to lead the Customer Experience division. At OUC, we don’t just work – we’re building a bright future of innovation and transformation for future generations.

We seek a collaborative and continuous improvement professional to spearhead a high-quality customer experience enterprise strategy across OUC to increase customer engagement and satisfaction. In this pivotal role, you will evaluate and challenge the process collaborating with different departments throughout OUC to ensure we deliver the best customer experience and that the right tools and resources are available to the departments within the Customer Experience & Sales (CES) business unit.  Your leadership will be instrumental in process optimization, data analytics, customer-facing technologies, and training.  

OUC is an industry leader and the second largest municipal utility in Florida committed to innovation, sustainability, and our community. OUC’s mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions.

Join a team of visionary Change Agents, Strategists, and Community Ambassadors who understand the vital role of diverse experiences in powering creativity and industry transformation. At OUC, each position contributes to the success and achievement of our goals. Click here to learn more about what we do.

The ideal candidate will have:

• Bachelor’s degree in Business Administration, Engineering, Organizational Behavior, or a related field of study from an accredited college or university
• Master’s Degree in any of the above fields of study (preferred)
• Minimum of ten (10) years of progressive experience in a service environment such as customer service, contact center or technology support, business process improvement, training or related fields to include:
• Minimum of five (5) years of managerial or supervisory experience
• Strong experience working with customer-facing technologies and self-service applications
• Ability to develop a comprehensive plan across multiple channels, such as online platforms and telephony applications, to ensure consistency and optimal end-user experiences
• Proficiency in proposing innovative technology solutions to drive organizational progress
• Aptitude for ideation, strategic thinking, and visionary insights
• Knowledgeable of process methodology or experience in Lean, or Six Sigma (preferred)

OUC offers a very competitive compensation and benefits package. Our Total Rewards package includes to cite a few:

• Competitive compensation
• Low-cost medical, dental, and vision benefits and paid life insurance premiums with no probationary period.
• OUC’s Hybrid Retirement Program includes a fully-funded cash balance account, defined contribution with employer matching along with a health reimbursement account
• Generous paid vacation, holidays, and sick time
• Paid parental leave
• Educational Assistance Program, to include tuition reimbursement, paid memberships in professional associations, paid conference and training opportunities
• Wellness incentives and free access to all on-site OUC fitness facilities  
• Access to family-oriented recreational areas
• Paid Conference and Training Opportunities
• Free downtown parking
• Hybrid work schedule

Click here to view our Benefits Summary.

Salary Range: $142,414.38 - $ 178,017.69 annually- commensurate with experience

Location: Reliable Plaza 100 W. Anderson St. Orlando, FL 32801