12 days old

Customer Experience Product Owner

Tampa Electric
Tampa, Florida 33601
  • Job Type
    Employee
  • Job Status
    Full Time

Power up a career with us.Our people are our greatest investments.  

 

Be the light to help us keep our customers connected.  If you are interested in a career and not just a position, Tampa Electric is the place to be! Tampa Electric offers competitive pay, a comprehensive benefits package and opportunities for growth and development in a friendly and professional work environment. We embrace diversity and the inclusion of all. We believe our differences, unique perspectives and talents are our strengths and integral to the success of our company.  

  

We’re honored to serve approximately 780,000 customers across West Central Florida and safely provide them with clean, affordable and reliable electricity. We’ve been doing it for more than 100 years, and there’s so much more ahead.   

  

Join our team of energy experts as we build on that legacy through innovation, continued solar investments, cost-effective and sustainable energy solutions all while keeping top-notch customer service at the center of all we do.  

  

Tampa Electric is a subsidiary of Emera Inc., a family of energy companies which also includes TECO Peoples Gas and New Mexico Gas Company. Emera provides energy to residential and commercial customers in the United States, Canada and the Caribbean, with career opportunities available in all of these locations.  


State and City: Florida - Tampa  Shift: 8 Hr. X 5 Days

 

POSITION CONCEPT:

Customer Experience works at the intersection of strategy, design, and technology to digitally transform the experience for over 800,000 residential, commercial, and industrial customers for Tampa Electric Company (TEC), and over 400,000 customers for Peoples Gas System (PGS). The increase in personalized consumer experiences across industries has also set a new standard of consumer engagement for utilities. This position signifies our commitment to improving our approach to customer engagement strategy to deliver value to our customers and to the organization in our journey to achieve a world class customer experience. 

The Product Owner owns the product from start to finish and is responsible for conveying product vision and roadmap to Agile delivery teams by defining user stories and prioritizing product backlog. The Product Owner acts as a conduit between the business partners and the IT teams to ensure alignment on the product roadmap and the product backlog. The product owner is also the primary communicator and link between stakeholders and teams. As such, they must be excellent communicators, making sure there's buy-in from stakeholders on all major decisions and strategy and clear instructions and deliverables for the agile teams. The Product Owner must also intimately understand the vision of a product from the point of view of customer, end user and stakeholders.

 

GENERAL DUTIES AND RESPONSIBILITIES

 

  • Assess value, develop cases, and prioritize stories, epics, and themes to ensure work focuses on those with maximum value that are aligned with the CE product strategy.
  • Collaborate with business teams and stakeholders to gather, analyze, and prioritize business requirements and requests into requirements documentation and user stories.
  • Translates customer "needs" and "wants" into requirements, and guide requirements through delivery by collaborating with business teams, design, and IT.
  • Develop, adapt and carry out product implementation plan from beginning to end, while taking a primary role in inspecting and evaluating product progress through each iteration, and supporting and championing the vision desired for the completed product.
  • Work directly with agile product and development teams during design and development, ensuring the product is meeting specifications, efficiency and quality are maintained, the user experience and interface is considered and implemented, and the integrity of the vision of the end product is maintained.
  • Work with the agile development team to ensure appropriate tests are completed during the development process and that issues are quickly remediated to minimize defects during the user acceptance testing by the operating companies.
  • Ensures transparency into the future work of the product development team.
  • Document user stories along with acceptance tests.
  • Combine the customer feedback, development ideas and future ideas to build and manage the product backlog.
  • Create, plan, and prioritize an effectively groomed backlog based on the overall strategy and business objectives and ensure that the scrum Agile team always has an adequate amount of prior prepared tasks to consume.
  • Manage business expectations, bring issues to business’ attention proactively; offer solutions.
  • Communicate in an effective, timely and efficient manner with business owners and the agile delivery team, ensuring the successful delivery of products during each iteration.
  • Responsible for effective communication with stakeholders across the board, including customers, business teams, and the development team to make sure the goals are clear, and the vision is aligned with business objectives.
  • Ensure and assist in achieving and meeting deadlines and schedules.
  • Researches and identifies industry best practices and trends to increase effectiveness.
  • Assist in the creation of a product roadmap. The product roadmap is a high-level, strategic visual summary that outlines the vision and direction for the product offering over time.

 

QUALIFICATIONS

 

Education

Required:        Bachelor’s Degree in Business, Computer Science, Research, MIS, Engineering or associated discipline from a regionally accredited institution.

Preferred:       Graduate level degree from an accredited university.

Certifications
Preferred:       Process Improvement certifications such as Lean, Six Sigma, etc.; Product Owner, Scrum Master, or other Agile/SAFe certifications; Project Management certifications such as PMP (Project Management Professional).

 

Related Experience

Required:        Minimum of 5 years’ professional-level work experience in the functional responsibilities of the position.  Minimum of 3 years’ direct experience as a Product Owner working in an Agile Framework.  Must possess a strong understanding of the utility industry and/or customer experience (CE).


Preferred:       Leadership of cross functional teams, initiatives and/or projects, experience with process improvement initiatives, product development, project management, data analytics, development life cycle and innovation approaches. Blend of business and IT background is preferred.

KNOWLEDGE, SKILLS & ABILITIES     

 

  • Strong analytical skills and attention to detail required, including a thorough understanding of how to interpret customer business needs and translate them into product requirements.
  • Ability to write story outlines, user stories, grooming product backlogs and coordinating/prioritizing work items.
  • Strong interpersonal skills with the ability to lead and foster collaboration across teams.
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of executives, managers, and subject matter experts throughout the entire life cycle of a product.
  • High confidence level, ability to take ownership and accountability.
  • Ability to execute.
  • Proactive approach to problem solving.
  • Excellent time management skills including the prioritization of tasks and controlling scope.
  • Ability to reconcile key stakeholder interests, conflicting priorities, and business strategy.

 

LEADERSHIP COMPETENCIES

  • Takes Ownership and Acts with Integrity
  • Drives Operational Excellence for Customers
  • Builds Strong, Collaborative Relationships
  • Cultivates Innovation and Embraces Change
  • Thinks Strategically and Exercises Sound Judgment

TECO offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage  *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!

 

STORM DUTY REQUIREMENTS....Please make sure to read below!!!  Responding to storms will be considered a condition of employment.

TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

 

TECO Energy is proud to be an Equal Opportunity Employer.

TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.

Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

 

Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

 

Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability. 

Categories

Posted: 2021-10-12 Expires: 2021-11-26

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Customer Experience Product Owner

Tampa Electric
Tampa, Florida 33601

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