The Challenge
Help a major utility company transform customer experience across billing modernization and internal communications. You'll own the narrative for both employee engagement and customer-facing initiatives that touch millions of people.
Your Mission
Map all customer touchpoints in billing modernization; create baseline comms audit across channels
Launch internal employee awareness campaign for Customer Experience strategic initiative with measurable engagement metrics
Establish stakeholder alignment meetings with product, CX, and external agencies; document communication workflows
Develop initial content calendar for Continuous Communications Improvement initiative
Execute multi-channel customer communications campaign for billing system launch with >60% reach target
Deliver internal employee program with participation metrics and sentiment tracking showing uplift
Reduce customer confusion on new billing systems measured through support ticket reduction and CSAT scores
Build repeatable process for field outreach communications; test and optimize messaging with qualitative research
KPIs You'll Own
Campaign Reach & Engagement
Percentage of target audience exposed to communications and engagement rate across channels
Customer Sentiment (Billing)
CSAT/NPS for customers experiencing new billing systems pre/post-campaign
Support Ticket Volume
Reduction in billing and connection-related support inquiries attributed to clearer communications
Employee Awareness
Internal survey scores and participation rates for employee CX initiative programs
Message Effectiveness
Qualitative research scores showing comprehension and clarity of key communications
Tools & Stack
Your Team
Your Manager
Director of Communications (implied)
Current Team
Cross-functional: product managers, CX teams, Customer Contact Centers, external agencies
New role - 12-month contract assignment
The Package
Salary
$150K-$180K
Remote
Hybrid: Remote-first but 1 day/week on-site in Oakland (4-5 times monthly initially), must be local to Bay Area
Benefits & Perks
Company Intelligence
A major utility company serving millions of customers, modernizing billing systems and customer experience infrastructure. Operating in regulated energy sector with emphasis on customer-centric transformation.
Customers
Millions of utility customers
Is This Role For You?
- You've managed complex, multi-stakeholder marketing campaigns in regulated industries (utilities, financial services, healthcare)
- You're comfortable splitting time between internal comms (employee engagement) and external customer messaging
- You thrive on data-driven storytelling and can shift messaging based on qualitative + quantitative research
- You're a project management ninja who keeps 5+ concurrent initiatives moving without dropping balls
- You're actually local to Bay Area/Oakland and want on-site collaboration (not a remote-only situation)
- You need full flexibility or can't commit to Oakland office 1x/week minimum
- You've never worked in regulated environments and don't understand compliance/governance complexity
- You're a creative prima donna who struggles with cross-functional collaboration and data constraints
- You're looking for equity upside or long-term growth path (12-month contract, fixed scope)
Interview Process
Initial Screening
Phone screen with recruiter on experience in regulated environments and project management (EOD 3/17 deadline)
Full Panel Interview
Cross-functional panel with director, product/CX stakeholders on campaign examples and stakeholder management
Background & Drug Screen
Standard full panel screening once offer extended
Ready when you are
Interested in this role?
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About Growth Marketing roles
Growth marketers drive user acquisition, activation, and retention through data-driven experimentation. They sit at the intersection of product, data, and marketing — running A/B tests, building funnels, and scaling what works.