Hiring: Dir LMI Programs & Customer Advocacy Company: Consumers Energy Location: Michigan, United States Job Posted Time: 2026-09-16 18:47:02 Employment Type: Hybrid Target Skills & Keywords : CPT About the job Experience: •Why should you join our team? Required Skills: •Improve affordability, access, trust, and energy security for customers who often face fragmented processes and need support before crisis. •Own the full income-qualified customer journey, not just individual programs or transactions. •Identify eligible customers earlier and reduce the burden of asking for help. •Influence how the Company works with agencies, regulators, policymakers, and community organizations to remove barriers and improve outcomes. •Own and continuously improve the end-to-end income-qualified customer journey, including identification, outreach, application, enrollment, participation, follow-up, and ongoing engagement. •Design a proactive navigation model that uses data, digital tools, field and contact center insights, and community referrals to reach eligible customers earlier. •Lead strategy and performance for income-qualified offerings, energy assistance, affordability programs, EWR opportunities, and related customer support experiences. •Manage portfolio outcomes for approximately one-third of customers, including access to $225M+ in energy assistance and support for $60M in energy waste reduction performance incentives. Qualifications: •Customer journey leadership: Own journey mapping, segmentation, experience design, and continuous improvement for income-qualified customers. •Affordability and program strategy: Improve access, reduce energy burden, increase participation, and align customer outcomes with enterprise goals. •Operational execution: Turn strategy into operating model, routines, decision rights, service standards, and measurable performance. •Data and digital acumen: Use customer data, analytics, digital tools, and voice-of-customer insights to improve completion and outcomes. •Regulatory and policy influence: Shape filings, testimony, policy positions, funding mechanisms, and stakeholder coalitions. •Partnership leadership: Build trusted relationships with agencies, nonprofits, advocates, state leaders, local governments, and community organizations. •Enterprise and people leadership: Align senior leaders, influence without authority, build team capability, and deliver through others. •Customer-obsessed leader who understands the barriers eligible customers face when seeking help. •Strategic operator who simplifies complex systems and turns vision into practical execution. •Data-driven problem solver who identifies where customers fall out of the journey and removes root causes. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!