CX Systems Strategy and Solutions Lead

American Electric Power (AEP)

Confirmed live today High trust

Quick summary

Work type: On-site
Location: Columbus, OH
Salary: $98,993–$128,688 / yr
Employment: Full-time
Posted: 1 day ago
Freshness: Confirmed live today
Closes: Oct 23, 2026
Nearby: 99+ roles within 25 mi

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $180k

This role $114k

$85k $233k

below market most similar roles pay here above market

This role pays less than 96% of similar roles. Most pay $150,950–$209,000 — the blue band above. At the midpoint, this role pays about $114k versus about $180k for comparable roles.

Based on 240 similar postings.

Employer

About American Electric Power (AEP)

American Electric Power (AEP) is one of the largest electric utilities in the United States, delivering electricity to customers across 11 states through an extensive transmission and distribution network. Industry: Electric Utilities

American Electric Power (AEP) currently has 11 open roles on FindRole.

Listed pay typically runs $98,993–$128,688 across 11 roles with salary data.

Most-posted roles

View all roles at American Electric Power (AEP)

At a glance

TL;DR · CX Systems Strategy and Solutions Lead

Role Posting Log in to save

The CX Systems Strategy and Solutions Lead serves as a strategic portfolio leader within the Customer Experience Systems team. This role manages the multi-year strategy and product roadmap, aligning investments with Customer Operations priorities and enterprise goals. Key responsibilities include leading product discovery, journey analysis, and process design while managing the migration from Genesys Engage to Genesys Cloud CX. The position involves identifying AI-enabled technical enhancements, defining business outcomes, and ensuring solution adoption. The candidate will utilize skills in business analysis, product management, and change leadership to navigate complex cross-functional initiatives. Core competencies include experience with Contact Center operations, CCaaS platforms, and AI-enabled solutions. The role solves the business problem of delivering consistent, reliable technology solutions that improve customer and employee experiences across various digital channels.

Skills

Genesys Cloud CX Genesys Engage CCaaS AI Agile Waterfall SAFe PMP ITIL BRM Business Analysis design-thinking data, analytics

What you'll do

Develop and maintain the multi-year Customer Experience Systems strategy and product portfolio roadmap.
Align technology investments with Customer Operations priorities, regulatory needs, and measurable business outcomes.
Translate business challenges into clear product strategies, requirements, and success measures.
Lead product discovery, customer journey analysis, and process design for the Genesys Cloud CX migration.
Shape AI use cases and partner with development teams on experimentation, prompt design, and performance monitoring.
Work with Engineering Leads to incorporate technical feasibility, architecture, and risk into portfolio priorities.
Lead operational readiness, stakeholder engagement, and adoption planning for new technology solutions.
Monitor and report on key performance metrics including customer satisfaction, employee productivity, and financial value.

What we're looking for

Bachelor's degree in computer science, engineering, information systems, business, or a related field, or an equivalent combination of education and experience.
Eight or more years of progressive experience in technology, product management, business relationship management, customer experience, business analysis, or a related discipline.
Experience leading complex cross-functional initiatives from discovery through implementation, adoption, measurement, and improvement.
Experience developing product strategies, roadmaps, business cases, customer journeys, process designs, requirements, and value measures.
Working knowledge of Contact Center operations and one or more Customer Experience Systems domains.
Understanding of AI-enabled solutions, data and knowledge readiness, responsible use, human oversight, solution evaluation, and monitoring.
Strong executive communication, facilitation, analytical, decision-support, change leadership, and influence skills.
Experience supporting a large-scale Contact Center or Customer Operations organization (preferred).
Experience with Genesys or another enterprise CCaaS platform (preferred).
Experience shaping customer-facing or employee-facing AI, automation, digital, analytics, or self-service solutions (preferred).
Experience in a regulated industry, preferably electric utility or energy (preferred).
Product, Agile, SAFe, PMP, ITIL, BRM, design-thinking, business-analysis, or change-management certification (preferred).

Save