What are the responsibilities and job description for the Customer Lifecycle Consultant position at Arizona Public Service - APS?
Arizona Public Service generates reliable, affordable and clean energy for 2.7 million Arizonans. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.
Summary
At APS, we’re transforming how we connect with customers—using data, technology, and insight to create meaningful experiences.
As a Customer Lifecycle Consultant, you’ll lead the design and optimization of customer journeys across multiple touchpoints. You’ll be the product owner for marketing automation technology, ensuring every interaction is purposeful, measurable, and aligned with business goals. Your work helps deepen customer relationships and drive long-term engagement.
What Your Day Would Be Like
You are responsible for:
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-US 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 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 E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).
In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.
Summary
At APS, we’re transforming how we connect with customers—using data, technology, and insight to create meaningful experiences.
As a Customer Lifecycle Consultant, you’ll lead the design and optimization of customer journeys across multiple touchpoints. You’ll be the product owner for marketing automation technology, ensuring every interaction is purposeful, measurable, and aligned with business goals. Your work helps deepen customer relationships and drive long-term engagement.
What Your Day Would Be Like
You are responsible for:
- Leading the development, execution and enhancement of customer communication journeys using data-driven insights.
- Owning the marketing automation platform to build, test, and refine customer engagement strategies.
- Collaborating with cross-functional teams to align customer journeys with business objectives.
- Analyzing performance metrics to continuously improve journey effectiveness and customer satisfaction.
- Ensuring customer touchpoints are integrated, personalized, and optimized for impact.
- Strategic Thinker with experience designing customer journeys and using data to inform decisions.
- Tech-Savvy Communicator familiar with marketing automation platforms and customer engagement tools.
- Collaborative Partner who thrives in cross-functional environments and can translate business needs into actionable plans.
- Results-Oriented Analyst with a passion for measuring success and driving continuous improvement.
- Customer Advocate who understands the importance of empathy, personalization, and relevance in every interaction.
- Bachelor's degree
- Plus (6) years of experience in customer experience, marketing, direct marketing, marketing automation technology or marketing data.
- In lieu of degree, a total of ten (10) years of relevant combined education and experience.
- Experience working with marketing automation technology (e.g. Salesforce, Marketo, Dynamics Real-time Journeys) and complex customer journey design.
- Strong written and verbal communication skills.
- Works well in a team environment and can lead and communicate effectively across functions and levels.
- Experience applying technology, data and insights to complex customer engagement programs.
- Product owner experience with marketing automation tools (e.g. Salesforce, Marketo, Dynamics Real-time Journeys)
- Knowledgeable regarding AB testing and results reporting and uses data and insights to explain outcomes and determine solutions.
- Bachelor or advanced degree in business, marketing, technology or related field
- Lead the holistic customer lifecycle contact and engagement program from vision and strategy to development and execution, including, insight and data analysis for program design, targeting, channel, measurement and reporting criteria.
- Act as the product owner and key strategist for marketing automation technology (i.e. Dynamics Real-time Journeys) working closely with IT and business partners on the upgrade and deployment roadmap and the testing of new and existing capabilities
- Partner closely with data science function regarding customer engagement program data needs, including, acting as a primary client for model development, deployment, testing and validation.
- Leads relationship with 3rd party data vendor. Determines third party data strategy, execution and data integration. Act as the subject matter expert regarding 3rd party demographic and behavioral data.
- Ownership of AB testing plan to ensure ongoing actionable results as well as overall metric results reporting to inform future customer contact strategies and customer engagement program design.
- Lead industry best practice and benchmarking insights for direct customer communications and for the effective use of marketing automation technology, including, partnering with best practice and technology firms. Successfully lead the integration of best practice insights into internal processes for improved results.
- Collaborate effectively with various levels of internal and external partners to meet business and customer objectives.
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-US 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 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 E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).
In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.