Responsible for managing online initiatives (desktop, mobile and mobile app) that directly impact critical business goals including company targets and customer satisfaction. This position is a leadership role on the Customer Digital and Technology Strategy team and will deliver new customer capabilities in the self-service channels including online, mobile and interactive voice. This position supports the development of Digital Self-Service Roadmap driving to ideal UI experiences.

　　Essential Functions:

　　Serve as online capabilities expert driving overall process improvements, and optimized, systemic enhancements – including: development of high level business requirements, program Roadmaps/Plans, lists of various use case scenarios, review/validation of test strategies, presentation and sharing of tangible functional results with high level stakeholders.Support the development process and project lifecycle end-to-end along with developing test plans, cases and participating in the testing and approval of new functionality implementationsUnderstand technically how self-service web sites work and the account management cycle, with the ability to dig into the results identify issues and develop solutions to fix the gapsLeveraging a BRD process supporting the entire build-out of functional requirements and ensure the new functionality provides an optimal customer experience whilst achieving the business objectivesWork with cross-functional teams to investigate, gather and develop detailed business requirements that effectively translate business problems into innovative and practical solutionsDevelop new functional flows to improve the online customer experience including developing web designs and wireframesTranslate business problems into project requirements and support the IT process from build to launchLeverage online tools to support segmented and customized online experiencesDevelop user experience goals, stories and requirements that can be used to create self-service support product specificationsTroubleshoot technical issues related to HTML templates, responsive design, segmentation and other aspects of the customized experienceOwn and oversee responsive web properties and be responsible for traffic, conversion rates, special projects and day-to-day site development utilizing 3rd party agencies and consultantsPartner with corporate marketing, business partners and content teams to deliver a great customer experience and high-converting site, leveraging marketing automation and reporting toolsManages and resolves risks which could jeopardize the deliverables and results of Eversource self-service initiatives or objectivesEnsures clear reporting and communication of self-serviceUnderstand and ensure compliance with relevant Eversource territory regulations and quality assurance guidelines.Lead, motivate and evaluate team performance and individual staff membersMonitor and evaluate performance of direct reports and teamTechnical Knowledge/Skill/Education/Licenses/Certifications:

　　Technical Knowledge/Skill:

　　Fluent in web technologies related to online account management, messaging and reporting. Demonstrates a keen awareness of the user experience while seeking opportunities for self-service adoption.Skilled in developing web content, navigation flows and the understanding to apply the company look and feel that supports the core business objective-driving more transactions online.Must have strong project management skills, with the ability to successfully coordinate the efforts of multiple teams to quickly take projects from ideation to launch.Must have the ability to work in both Waterfall and Agile development methodologies.Requires understanding of how to optimize and integrate multiple customer touch points (web, mobile, mobile app, IVR, social media, video) to optimize customer experience and information gatheringMust possess a strong understanding of web site structure/navigation and user experience principalsMust be technically-oriented with the ability to write and interpret requirements, QA releases and interact effectively with technical resourcesMust be able to evaluate, hire and manage internal and external resources for development and execution of digital and website initiativesWell versed in Google Analytics, Google Webmaster Tools, SEO implementation, reporting and analysis, and testing methodologiesAdvanced knowledge of digital and interactive platforms associated with business models (web, mobile and/or IVR)Education:

　　Bachelor’s degree in Communications, Computer Science or Digital Marketing. Masters preferred but not required.Experience :

　　At least 10 years work experience, preferably within a customer service organization. Preference given to candidates with experience working in a digital space or transforming offline to online.Licenses & Certifications:

　　Agile certification preferred but not required.Working Conditions:

　　Must be available to work emergency storm assignment as required.Must be available to travel between MA/CT/NH as necessary.Eversource Energy offers a competitive total rewards program. The annual salary range for this position is $131,490 to $146,100, plus incentive. Salary is commensurate with your experience. Please check our career site for an overview of our benefits.

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　　Worker Type:

　　Regular

　　Number of Openings:

　　1

　　EEO Statement

　　Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

　　VEVRRA Federal Contractor

　　Emergency Response:

　　Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.