CX Systems Strategy and Solutions Lead

Job Posting End Date10-23-2026Please note the job posting will close on the day before the posting end date.Job Summary Working within Waterfall or Agile frameworks, a Business Analyst will work with a variety of disciplined focused team members all working toward a common goal of delivering value with quality and scale. Responsible for collaborating with other Job Families such within Technology and across our business partners to deliver consistent, reliable technology solutions that leverage AEP's technology standards, architectures and best practices. Independently performs advanced business and project analysis for any sized project.Job DescriptionThe IT Consultant Senior - Customer Experience Systems Strategy and Solutions is responsible for business relationship, portfolio strategy, product direction, customer and employee experience, opportunity analysis, prioritization, adoption, and value realization across the Customer Experience Systems portfolio. The role jointly manages the portfolio with the Customer Experience Systems Engineering Lead and represents Customer Operations throughout planning, design, implementation, measurement, and continuous improvement.The position partners with Contact Center and Customer Operations leaders, Technology teams, and Gigawatt partners to identify and shape AI-enabled and other advantageous technical enhancements. The role protects the intended customer and employee experience, defines business outcomes and controls, and ensures solutions are adopted and deliver measurable value.What you’ll do:Essential Job Functions & TasksStrategic LeadershipDevelop and maintain the multi-year Customer Experience Systems strategy and product portfolio roadmap.Align investments with Customer Operations priorities, customer experience objectives, enterprise strategies, regulatory needs, and measurable outcomes.Anticipate customer, workforce, channel, operational, and technology trends and recommend strategic responses.Drive simplification, reuse, application rationalization, and coordinated planning across the portfolio.Business and Operational PartnershipServe as a primary Technology relationship partner for Customer Operations and Contact Center leadership.Develop deep understanding of customer journeys, operating processes, employee workflows, performance measures, pain points, and emerging needs.Facilitate portfolio planning, demand intake, prioritization, funding, governance, and executive decision discussions.Translate business and operational challenges into clear opportunities, product strategies, requirements, and outcome measures.Product, Experience, and Analysis LeadershipLead product discovery, customer journey analysis, employee workflow analysis, process design, experience requirements, use-case definition, and value hypotheses.Serve as a primary business and operations partner for the move from Genesys Engage to Genesys Cloud CX, keeping the migration tied to Customer Operations priorities and the intended customer and employee experience. Shape the order in which each line of business moves to Genesys Cloud CX, balancing operational readiness, call volume, regulatory commitments, and cutover risk. Lead the review of current routing, IVR, self-service, and agent workflows, and decide what to redesign, simplify, or retire rather than move as-is. Make sure business requirements, acceptance criteria, and success measures are defined for each migration wave, and lead business acceptance alongside Contact Center leadership. Establish product vision, scope, business requirements, acceptance criteria, business ownership, roadmaps, and success measures.Use customer feedback, employee insights, operational data, analytics, and research to guide product decisions.Balance customer value, employee experience, operational need, risk, regulatory commitments, technical debt, cost, and delivery capacity.AI Solution Partnership and LifecycleShape customer and employee AI use cases and partner with Gigawatt teams that lead development of underlying AI solutions.Lead business participation in experimentation, proofs of concept, prompt and conversation-design requirements, user evaluation, and business acceptance.Partner in data and knowledge readiness, human review and escalation design, responsible-use assessments, output-quality monitoring, solution-performance monitoring, and ongoing tuning.Define adoption, process integration, business controls, expected outcomes, and criteria for expansion, redesign, replacement, or retirement.Technology and Engineering PartnershipWork with the Engineering Lead from discovery forward to incorporate technical feasibility, architecture, dependencies, risk, capacity, and lifecycle implications.Translate portfolio priorities into clear business objectives, product requirements, experience requirements, and measurable outcomes.Participate in solution options and design reviews to preserve business intent and customer and employee experience.Jointly manage dependencies and tradeoffs across Genesys, digital channels, customer platforms, data, integrations, infrastructure, and Gigawatt-enabled capabilities.Adoption, Change, and Value RealizationAssess impacts to customers, employees, processes, policies, controls, training, communications, and performance measures.Lead operational readiness, stakeholder engagement, pilot feedback, adoption planning, and business acceptance.Establish baselines and monitor customer satisfaction, effort, self-service, first-contact resolution, employee productivity, quality, adoption, efficiency, and financial value.Use outcomes and feedback to recommend tuning, expansion, redesign, replacement, consolidation, or retirement.Decision Support and Cross-Functional LeadershipLead cross-functional teams through influence and create clarity around objectives, roles, decisions, dependencies, and accountability.Jointly develop decision-quality recommendations on priority, solution approach, sourcing, architecture, AI risk, readiness, funding, and resources.Identify and engage the senior leaders, control functions, platform owners, and subject-matter experts required for informed decisions.Communicate portfolio progress, value, risks, dependencies, and investment needs to Technology and operational leadership.QualificationsRequiredBachelor's degree in computer science, engineering, information systems, business, or a related field, or an equivalent combination of education and experience.Eight or more years of progressive experience in technology, product management, business relationship management, customer experience, business analysis, or related discipline.Experience leading complex cross-functional initiatives from discovery through implementation, adoption, measurement, and improvement.Experience developing product strategies, roadmaps, business cases, customer journeys, process designs, requirements, and value measures.Working knowledge of Contact Center operations and one or more Customer Experience Systems domains.Understanding of AI-enabled solutions, data and knowledge readiness, responsible use, human oversight, solution evaluation, and monitoring.Strong executive communication, facilitation, analytical, decision-support, change leadership, and influence skills.PreferredExperience supporting a large-scale Contact Center or Customer Operations organization.Experience with Genesys or another enterprise CCaaS platform.Experience shaping customer-facing or employee-facing AI, automation, digital, analytics, or self-service solutions.Experience in a regulated industry, preferably electric utility or energy.Product, Agile, SAFe, PMP, ITIL, BRM, design-thinking, business-analysis, or change-management certification.Leadership CompetenciesStrategic ThinkingBusiness PartnershipCustomer FocusProduct LeadershipExperience DesignAnalytical ThinkingChange LeadershipFinancial AcumenExecutive CommunicationCollaboration and InfluenceRisk ManagementDecision MakingInnovationContinuous ImprovementSuccess MeasuresTrusted partnership with Customer Operations and Technology leadershipA clear, integrated, feasible, and outcome-based Customer Experience Systems roadmapHigh-quality product discovery, experience design, prioritization, and executive recommendationsSuccessful adoption and measurable value from AI-enabled and non-AI solutionsImproved customer and employee experiences across channels and journeysStrong partnership with the Engineering Lead and Gigawatt teamsImproved transparency into demand, progress, risks, dependencies, outcomes, and investment needsWhat We're Looking ForA strategic, customer-focused portfolio leader who can connect Customer Operations, customer and employee experience, product management, process analysis, data, emerging technology, organizational change, and measurable value. The successful candidate will lead through influence, bring structure to ambiguous opportunities, and partner closely with a senior Engineering Lead throughout the complete solution lifecycle.Education RequirementsBachelor's degree in computer science, engineering, information systems, business, or a related field is required. An equivalent combination of education and related experience may be considered.Work ExperienceEight or more years of progressive technology, product, business relationship, customer experience, business analysis, or related experience is required. Experience leading cross-functional strategic initiatives or enterprise products is strongly preferred. Direct supervisory experience is not required.American Electric Power (On-Site)#LI-Onsite#AEPCareersAt AEP, we’re more than just an energy company — we’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!Compensation DataCompensation Grade:SP20-008Compensation Range:$98,993.00 - $128,688.00The Physical Demand Level for this job is: S – Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Hear about it first! Get job alerts by email. Log in to your Candidate Home Account today! If you don't have an account, you can create one.It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.SummaryLocation: Columbus, OHType: Full time