Customer Strategist – Senior Customer Strategist (Depending on Experience)

Job Details

Description

Closing Date to Apply: September 17th, 2026 @ 5 pm PST

Customer Strategist:

Salary: $80,366 to $129,813

Midpoint: $105,090

Senior Customer Strategist:

Salary: $104,822 to $177,107

Midpoint: $140,964

Grant PUD posts the full salary range for each position. The midpoint is provided as a reference point and is not a guaranteed starting pay. Starting pay is based on job-related factors such as qualifications, experience, skills, internal alignment, and organizational needs. Most new hires are typically placed between the minimum and midpoint of the range.

Benefits: This link below will provide you with Grant PUD’s benefit that may be available if hired, different employee types are eligible for different benefits.

Grant PUD — Unified Insurance Program (uip-wa.org)

Grant County PUD will conduct a background check after a contingent offer of employment has been made, if selected for this position.

Applicants meeting minimum qualifications may undergo further evaluation based on preferred qualifications and other job-related criteria. Only the most qualified candidates will be referred for further consideration.

The District may use the applicant pool and results from this recruitment to fill additional vacancies in the same classification for up to six (6) months following the recruitment closing date, consistent with District policy and applicable law.

Position Summary

Reporting to the Vice President of Customer Experience, this position helps the organization understand and respond to customer needs. Through customer research, feedback, analytics, and design thinking, the position identifies opportunities to improve experiences across customer segments and touchpoints. Working collaboratively with cross-functional teams and stakeholders, this position develops, implements, and evaluates, customer-focused strategies and initiatives that align customer needs with organizational goals. The level of responsibility, scope, complexity, and independence assigned will be commensurate with the selected candidate’s qualifications and experience.

Essential Functions

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:

Customer Strategist:

• Research, develop, implement, and evaluate customer experience strategies and assigned initiatives.
• Gather, organize, validate, and analyze customer information from surveys, customer feedback, operational systems, billing or usage data, research, and other relevant sources.
• Identify customer needs, behaviors trends, pain points, and opportunities by customer segment and translate findings into clear insights and practical recommendations.
• Develop and maintain dashboards, reports, visualizations, and recurring performance summaries that communicate customer experience findings to internal stakeholders.
• Assist with customer research and feedback activities, including survey development, interview or focus-group support, response analysis, and monitoring of satisfaction and engagement measures.
• Develop and maintain customer personas, journey maps, service blueprints, and other tools that represent customer needs and experiences across touchpoints.
• Support the design, coordination, implementation, and tracking of customer experience and education initiatives that align with organizational goals and applicable regulatory requirements.
• Partner with cross-functional teams to collect information, document requirements, coordinate deliverables, and support the adoption of customer experience improvements.
• Track key performance indicators, project outcomes, risks, and follow-up actions; identify data quality or performance issues and escalate them as appropriate.
• Prepare presentations, summaries, recommendations, and other materials that translate complex information into clear language for varied audiences.
• Build working relationships with internal teams and as assigned, customers, community organizations, and other external stakeholders to support customer-focused initiatives.
• Stay informed about customer experience practices, analytics methods, utility industry developments, and relevant customer expectations; recommend improvements to tools and work processes.
• Manage assigned work with attention to accuracy, timelines, confidentiality, and changing priorities, seeking guidance when scope, risk, or complexity exceeds the role’s authority.

Senior Customer Strategist:

• Serve as a strategic advisor to leadership by assessing the current and future state of customer experience, identifying industry trends, and applying industry best practices to align customer experience strategies.
• Partner with internal stakeholders and cross-functional teams to design and execute customer experience and education initiatives aligned with organizational goals and regulatory requirements.
• Develop and maintain customer personas to guide decision making and communication.
• Provide mentorship and guidance to Customer Strategists, fostering skill development, strategic thinking, and professional growth.
• Analyze customer data, including segments, behaviors, journey mapping, and experience insights to identify trends, needs, and opportunities and inform end-to-end customer experience improvements.
• Leverage data analytics, customer research, and feedback including surveys and market insights to inform strategic decisions and continuously refine customer experience strategies.
• Recommend and coordinate the tailoring of utility services, products, and communication to meet the unique needs of different customer segments.
• Collaborate with External Affairs to develop and execute segment-specific marketing campaigns and communication strategies that drive engagement
• Establish key performance indicators (KPIs), track outcomes and delivery insights and recommendations to leadership.
• Build and maintain relationships with customer groups, internal and external stakeholders, including regulatory bodies and community organizations, to support and advance experience-specific initiatives.

General (applies to all levels):

• Demonstrated commitment to Grant PUD’s mission, vision, values, strategic plan, and Grant PUD/IBEW Local 77 Code of Excellence. The incumbent should be familiar with these organizational priorities and behave in a way that aligns with these expectations.
• Understand and adhere to compliance requirements for this position that may include laws, regulations, security guidelines, Grant PUD policies & procedures, as well as NERC/WECC.
• In this position, if needed to operate a GPUD vehicle for business purposes, please refer to the Vehicle/Asset Usage Policy, IS-TA-POL-001.
• Actively participate in all aspects of our safety program, including but not limited to:
  • Following all safety policies and procedures.
  • Alerting supervisors and coworkers to unsafe or hazardous working conditions.
  • Reporting any safety incidents or close calls within 24 hours to your supervisor; and
  • Accepting feedback from supervisors and coworkers regarding your own safety performance.

Required Qualifications (Education, Experience, Licenses & Certifications):

Customer Strategist:

• Bachelor’s degree in business, administration, marketing, communications, data analytics, research, social sciences, or a related field; OR two (2) additional years of relevant experience in lieu of a degree.
• Two (2) years of progressively responsible experience in customer experience, customer operations, research, analytics, communications, project coordination, product or service delivery, process improvement or a related field.

Senior Customer Strategist:

• Bachelor’s degree in Marketing, Business Administration, Data Analytics, Communications, or related field; OR 2 additional years of relevant experience in lieu of degree.
• Four (4) years of experience in customer experience, customer operations, product/service delivery, or related fields, including experience using data, customer insights, or process improvement to enhance customer outcomes. Experience may be demonstrated through progressive responsibility in roles that improve customer experience, implement customer-facing systems, or lead cross-functional initiatives.

Preferred Qualifications (Education, Experience, Licenses & Certifications):

Customer Strategist:

• Experience in a utility, energy, public-sector, or regulated environment.
• Experience with customer research, segmentation, journey mapping, personas, or customer experience measurement.
• Experience with data visualization, reporting, customer relationship management, survey, analytics, or business intelligence tools.
• Coursework, training, or certification related to customer experience, business analysis, project management, research, analytics, or process improvement.

Senior Customer Strategist:

• Master’s degree in Business Administration (MBA), Marketing, Data Analytics, or related fields.
• Experience in the utility, energy, or regulated industry environment
• Customer Experience Professionals Association – Certified Customer Experience Professional (CCXP)
• Bilingual proficiency in a language commonly used by customers and communities served by the District.

Other Knowledge, Skills & Abilities

Knowledge

• Foundational knowledge of customer experience, research, segmentation, and continuous improvement principles.

Skills

• Analytical, critical-thinking, and problem-solving skills.
• Written, verbal, interpersonal, and presentation skills.
• Organizational and prioritization skills.

Abilities

• Ability to interpret quantitative and qualitative information and develop evidence-based conclusions.
• Ability to collaborate effectively, exercise sound judgment, and adapt to changing priorities.
• Ability to learn and effectively use technology and analytical tools required for the work.

Physical Requirements

• Position may be eligible for hybrid work arrangement: ☒Yes ☐No
• Majority of work is performed in a standard office setting.
• Some field work that may require operation of a vehicle.
• Typical shift of employees in this position: ☒8 hours ☒9 hours ☒10 hours ☐12 hours
• For a full list of requirements, the applicant/incumbent should refer to the Physical Capacity Evaluation (PCE).

The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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