User Experience Program Manager

Gas South is a leading provider of natural gas in competitive markets throughout the Southeast. We serve more than 300,000 residential, business, and governmental customers in Georgia, Florida, North Carolina, and South Carolina. We offer simple and competitively priced rate plans, outstanding local customer service, and a promise to give back 5% of its profits to help children in need. Our purpose is to be a fuel for good – by caring for our customers and employees and elevating out industry and community.

Gas South is a wholly-owned subsidiary of Cobb EMC, one of the country’s largest electric cooperatives and has been recognized each year since 2016 as one of the “Top Workplaces in Atlanta” by the Atlanta Journal-Constitution.

This position is responsible for managing and executing digital strategies to improve Gas South’s customer experience. The User Experience Program Manager supports the design and implementation of features and experiences that attract new customers and drive self-service for existing customers. Responsibilities include managing Gas South’s digital customer experience (CX) and driving improvements (design/user testing/development) through the web, mobile and other self-service interfaces to attract and grow customers while also driving self-service adoption. Other responsibilities include:

• Evaluate emerging technologies and make recommendations for adoption where appropriate
• Provide leadership and/or project management for Gas South digital initiatives
• Manage and monitor the customer experience for digital products and channels to ensure they are well designed and meet customer expectations
• Provide creative and UX direction to enable the digital marketing team to plan, execute, and measure experiments and marketing campaigns, using A/B and Multi-Variate testing to improve funnel performance
• Work with digital agencies and other vendor partners to identify, develop UX and execute digital strategies and programs
• Participate in the strategic development of digital campaigns and initiatives by providing UX thought and leadership
• Drive digital strategy road-map with continuous improvements and recommendations to improve digital customer experience (CX)

EDUCATION/KNOWLEDGE/EXPERIENCE:

• Bachelor’s degree from four-year college or university is preferred
• Minimum of 5 years at an agency or media company focused on the digital space
• Experience with establishing and nurturing internal practices and processes for digital projects and products that integrate UX and design thinking into an organization
• Knowledge of user experience and design
• Knowledge in project management and process efficiency
• Demonstrated competence and work on enterprise website or digital initiatives
• Fluent with the Adobe Creative Cloud
• Working knowledge of design tools and software
• Basic-to-intermediate knowledge of HTML/CSS/JS

CORE COMPETENCIES:

• Self-Management: Personal Credibility, Stress Management, Flexibility, Self Confidence, Initiative, and Thoroughness
• People Competencies: Effective Communication, Builds Collaborative Relationships, Self-Awareness, and Interpersonal Awareness
• Business Competencies: Technical Skills, Customer Focus, and Critical Thinking
• Leadership Competencies: Decisiveness, Fostering Teamwork, Establishes Focus, Developing Others, Manages Performance, Empowering Others, and Strategic Thinking