Customer Experience Product Owner

Summary The Customer Experience Product Owner serves 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. Qualifications Bachelor’s 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 a degree, an equivalent combination of education and directly related experience equaling fourteen (14) years is required. In‑depth understanding and experience in business operations. Demonstrated people‑leadership skills, business partnering and collaboration skills, strong communication skills, excellent customer service, organization, and analytical skills, and a demonstrated ability to manage customer expectations. Works independently with a 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 Serve as a 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. Maximize the value of products and solutions by identifying key value drivers, defining metrics and targets, and assisting in the prioritization and sequencing of opportunities based on quantified value and desired strategic outcomes. Define product requirements and user stakeholder needs, ensuring they are translated from end users and understood by developers, and assess completion of desired deliverables. Conduct research and competitive‑market benchmarking to identify potential solutions that can be leveraged in the APS environment. Identify functional best practices and industry standards to be incorporated into products and solutions. Serve as the customer liaison by communicating to all stakeholders the requirements needed to be implemented or fixed during product development and release, as well as the final production release of the product solution. Work independently to drive the team toward progress and champion the necessary cultural change. Collaborate effectively with key stakeholders to gather bi‑directional feedback, remove roadblocks and implement change. Manage product and solution through the entire life cycle, from inception through production delivery, ensuring that all work related to the product is completed to end‑user satisfaction. Drive the decision‑making process by identifying stakeholders to engage with and framing the relevant decision options. Deliver training, revised processes, and provide the necessary communication and change‑management processes 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‑U.S. 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 the 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 the E‑Verify poster, and 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 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 setup. Role types are subject to change based on business need. Job Segment: Sustainability, Nuclear, Energy #J-18808-Ljbffr Arizona Public Service Company