Customer Experience Product Owner
Arizona Public Service Company

Arizona Public Service generates clean, reliable and affordable energy for 2.7 million Arizonans. Our service territory stretches across the state, from the border town of Douglas to the vistas of the Grand Canyon, from the solar fields of Gila Bend to the ponderosa pines of Payson. As the state's largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.

Since our founding in 1886, APS has demonstrated a strong commitment to our customers in one of the country's fastest growing states, earning a reputation for customer satisfaction, shareholder value, operational excellence and business integrity.

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.

Summary

The Customer Experience Product Owner s erves as a key leader on product development teams, leads the vision, strategy, and goals for digital solutions. Partners closely with stakeholders-including leadership, business units, and customers-to ensure alignment and incorporate feedback into product direction.

Balances focus between team execution and stakeholder engagement, guiding teams on what should be delivered while enabling effective delivery. Represents the voice of the customer by working directly with user groups to identify, prioritize, and validate features for product releases.

Provides functional leadership and direction to Business Analysts (BAs) in a dotted-line capacity, ensuring alignment of requirements, consistency in analysis approach, and adherence to product and business objectives.

Acts as the primary liaison between development teams and the business, ensuring a clear understanding of product requirements and maintaining a strong, comprehensive knowledge of the business domain and diverse user needs.

Minimum Requirements

• Bachelors' degree in business, information technology or analytics related field and ten (10) years' related business and/or consulting experience in business solution development and delivery.
  In lieu of degree, equivalent combination of education and directly related experience equaling 14 years is required.
• In-depth understanding and experience in business operations.
• Demonstrated people leadership skills, business partnering and collaboration skills. Strong communication skills. Great customer service, organizational, and analytical skills and demonstrated ability to manage customer expectations. Work independently with challenging mindset to do work differently.
• Ability to provide training and change management to ensure success of new project roll-out. Proficient in PC applications including advanced skill level in Microsoft Excel, Access, PowerPoint, and Word.

Major Accountabilities

1) Serve as business strategist, across multiple business units, to identify new opportunities and define mission, scope and desired outcomes for teams, utilizing digital solutions to enhance the user experience.

2) Maximizing the value of products/solutions by identifying key value drivers and define metrics and targets and assist in the prioritization and sequencing of opportunities based on quantified value and desired strategic outcomes.

3) Define product requirements and user stakeholders and ensure they are translated from end users and understood by developers. Assess completion of desired deliverables.

4) Conduct research and competitive market benchmarking to identify potential solutions which can be leveraged in APS' environment. Identify functional best practices and industry standards to be incorporated into products and solutions.

5) Serve as Customer liaison by communicating to all stakeholders the requirements needed to be implemented/fixed during product development and release as well as final production release of product solution.

6) Work independently to drive team towards progress and champion the necessary cultural change.

7) Collaborate effectively with key stakeholders to gather bi-directional feedback, remove roadblocks and implement change.

8) Manage product/solution through the entire life cycle, from inception through production delivery. Ensure that all work related to the product is completed to end-user satisfaction.

9) Drive decision making process by identifying stakeholder to engage with and framing the relevant decision options.

10) Deliver training and revised processes and provides the necessary communication and change management processes all to ensure product success, adoptability and sustainability within the business

Export Compliance / EEO Statement

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).

Arizona Public Service is a smoke free workplace.

Hybrid: Employees in hybrid roles work both in their home offices (virtually) and alongside their colleagues (in person).

In order for employees to build strong relationships and to promote meaningful in-person interactions, hybrid employees are expected to work about 40% of their time in-person at an APS or other (non-home office) location.

*Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees).

*Working from a home office requires adequate technology and an appropriate ergonomic set up.

*Role types are subject to change based on business need.

Job Segment: Sustainability, Nuclear, Energy

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