Dir, Customer Strategy, Innovation and Performance

Share Our Purpose. Be Yourself. Feel Valued. People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals. We are Beautifully Different. We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role! Click here for more information on our inclusion, diversity, and equity journey. About American Water American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people across 14 regulated jurisdictions and 18 military installations. American Water’s 6,500 talented professionals leverage their significant expertise and the company’s national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders. As one of the fastest growing utilities in the U.S., American Water expects to invest $30 to $34 billion in infrastructure repairs and replacement, system resiliency and regulated acquisitions over the next 10 years. The company has a long-standing history of executing its core operations, aligned with sustainable best practices, through its commitments to safety, affordability, customer service, protecting the environment, an inclusive workforce and strengthening communities. American Water has been recognized on the 2023 Bloomberg Gender-Equality Indexfor the fifth consecutive year, ranked 18th on Barron’s 100 Most Sustainable U.S. Companies 2023 List, earned the U.S. Department of Homeland Security SAFETY Act designation and U.S. Environmental Protection Agency’s WaterSense® Excellence Award, among additional state, local and national recognitions. For more information, visit amwater.com and join American Water on LinkedIn, Facebook, Twitter and Instagram. Position Information $124,800 - $198,900 The base salary range represents a good faith salary range for this position. This position is eligible for annual incentive pay and has the opportunity for continued salary growth. If you are hired at American Water your base salary compensation will be determined based on factors such as market, geography, skills, education and/or experience. At American Water, we are committed to pay equity. In addition to compensation, you will be offered a comprehensive benefits package including 401(k),Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental and vision coverage, plus disability, paid time off, life insurance, voluntary benefits, health and wellness programs and much more! American Water is also proud to offer employees learning opportunities and work experiences to grow professionally! $124,800 - $198,900 The base salary range represents a good faith salary range for this position. This position is eligible for annual incentive pay and has the opportunity for continued salary growth. If you are hired at American Water your base salary compensation will be determined based on factors such as market, geography, skills, education and/or experience. At American Water, we are committed to pay equity. In addition to compensation, you will be offered a comprehensive benefits package including 401(k),Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental and vision coverage, plus disability, paid time off, life insurance, voluntary benefits, health and wellness programs and much more! American Water is also proud to offer employees learning opportunities and work experiences to grow professionally! Primary Role The Director of Customer Strategy, Innovation, and Performance is responsible for leading a comprehensive customer-focused strategy that integrates insights and digital innovation, This role oversees the development and execution of customer experience initiatives, digital product strategies, ensuring alignment with business goals, regulatory compliance, and customer satisfactionKey Accountabilities Customer Insights & Performance

• Lead the customer insights program, including survey design, analytics, and performance metrics.
• Develop and share best practices to improve customer satisfaction and reduce detractors.
• Oversee the creation and automation of dashboards and KPIs for customer service performance.
• Manage relationships with external survey vendors (e.g., JD Power) and internal stakeholders.
• Manage customer strategy working groups and initiative completion with multiple functions.

Digital Products & Innovation

• Define and execute the digital customer product vision and roadmap.
• Lead product lifecycle management from ideation to launch, ensuring alignment with customer needs and business objectives.
• Drive digital engagement strategies, including self-service tools and digital communications.
• Analyze customer behavior and product performance to inform innovation and continuous improvement.

Leadership & Collaboration

• Serve as a key advisor to the Chief Customer Officer on customer experience, digital transformation
• Lead and mentor cross-functional teams, including managers and analysts across insights, digital.
• Foster collaboration across departments including IT, Legal, Finance, Operations, and Customer Service.
• Champion a culture of innovation, accountability, and continuous improvement.Knowledge/Skills
• Strong analytical, strategic thinking, and problem-solving skills.
• Expertise in customer experience design, digital innovation, and regulatory frameworks.
• Proficiency in SAP, Microsoft Office Suite, and data visualization tools.
• Excellent communication, presentation, and stakeholder management skills.Experience/Education

Education: · Bachelor’s degree in Business, Economics, Finance, Marketing, or a related field. Advanced degree preferred. Experience:

• 10+ years of experience in customer insights, digital product management, preferably in the utility industry.
• Proven leadership experience managing cross-functional teams and complex projects.Work Environment & Travel
• Standard office environment.
• Travel up to 25% as requiredCompetenciesDecision QualityDevelops TalentDrives EngagementPlans, Aligns, & DirectsPrioritizes & Role Models SafetySelf-Awareness