Seattle City Light, a department of the City of Seattle, is one of the nation’s largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle's electricity affordable, reliable, and environmentally sound. Today, City Light is a recognized national leader in energy efficiency and environmental stewardship.
Seattle City Light has an exciting opportunity for a highly motivated, equity-oriented, dynamic individual interested in leveraging customer insights to help Seattle City Light become a more responsive, trusted, customer-centric utility. Reporting to the Customer Experience Manager, the Experience Design Advisor will help improve and create equitable and simple customer experiences, all to support product and service delivery across the utility. This position will work closely with two other team members, the Omnichannel Advisor and the Customer Insights Advisor.
The Experience Design Advisor will be responsible for translating the Customer Experience Strategy and foundational principles into service and offering experience design. This includes developing experiences and journeys for new offerings and understanding, evaluating, and mapping experiences for existing services and offerings, all with an equity lens. The Experience Design Advisor will be the utility’s subject matter expert on journey mapping and personas, working closely with Customer Experience Team members to leverage voice of the customer data, digital platform data, and employee experience insights to identify areas of opportunity across all available channels. This Advisor will also support teams and projects throughout the utility in understanding and developing experiences while also managing Customer Experience Team-led journey mapping projects. The Experience Design Advisor will also participate in technical implementation projects to offer support on overall experience, UX/UI decisions, and customer/user research and testing.
Together, the Customer Experience Team helps the utility develop deeper empathy and understanding for the current experiences of the utility’s customers, leverage insights to create actionable improvements, develop new customer-centric experiences, and support initiatives across multiple business areas for a broad range of customers.
The Experience Design Advisor, along with the Customer Insights Advisor and Omnichannel Advisor, will report to the Customer Experience Manager who reports to the Customer Experience Director within the Customer Care and Energy Solutions Business Unit.
Here is more about what you’ll be doing:
These job responsibilities are applicable to the Experience Design Advisor:
Required Qualifications: In addition to the skills and experience mentioned below, a successful applicant will have experience that reflects a commitment to creating fair and equitable outcomes and has:
OR: An equivalent combination of education and experience that demonstrates the ability to perform the position duties.
Desired Qualifications - You will be successful for either position if you have the following experience, skills, and abilities:
Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
The full salary range for this position is $43.89 to $65.83 per hour.
Application Process
Please submit the following with your online application:
Who May Apply: This position is open to all candidates who meet the qualifications. Seattle City Light values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. Seattle City Light encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, and those with diverse life experiences.
Job offers are contingent on the verification of credentials and other information required by the employment process, including the completion of a background check, which includes conviction and arrest records in compliance with the Seattle’s Fair Chance Employment Ordinance, SMC 14.17 and the City of Seattle Personnel Rule 10.3 (Download PDF reader). A driving history review may be conducted in compliance with SMC 4.79.020. Applicants will be provided an opportunity to explain or correct background information.
The full salary range for this position is $43.89-$65.83.
The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans.
Want to know more about Seattle City Light? Check out our web page: https://www.seattle.gov/city-light/about-us/careers.
The City of Seattle offers a comprehensive benefits package including vacation, holiday and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.
More information about employee benefits is available on the City's website at:
"Most" Employees Plans - Human Resources | seattle.gov
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