Sr Experience Strategist , Operations

Overview

We're hiring an Experience Strategist to design and improve the post-sale customer and operator experience, across Haven's service delivery lifecycle, from system installation through Permission to Operate (PTO) and ongoing monitoring and maintenance (O&M) This role sits at the intersection of operations, product, and customer support. You'll ensure our systems, processes, and tools work together as a cohesive whole-not a collection of disconnected parts. You are both a strategist and builder: defining the experience vision while also driving implementation across tooling, workflows, and communication systems. You think in systems, use design thinking to cut through complexity, and are comfortable getting hands-on with CRM, automation, and AI tooling. What you'll do

• Define the Experience. Craft and maintain a clear, compelling vision for the customer/partner experience from Installation > Ongoing customer engagement Advocate for simplicity, clarity, consistency across touchpoints (design, install, support, interconnection, service, etc.)
• Diagnose the Journey. Map journeys and workflows to identify friction and gaps for customer, operators, and partners. Focus on root causes across teams, tools, and processes
• Drive Cross-Functional Alignment. Act as a connective layer across Product, Ops, and Customer teams. Drive alignment on priorities, tradeoffs, and experience standards
• Shape Solutions & Implementation. Turn ambiguous problems into clear, executable plans. Partner with Product and Ops on implementation of processes and systems. Directly implement where needed-especially across CRM, automation workflows, and AI-enabled tools

Example initiatives you might own

• Customer communication systems (milestone-based, automated + human touchpoints, phone and sms tooling)
• CRM architecture and design to reflect real project status and facilitate easy updates
• Cross-functional handoffs (Sales 12 Install 12 Service)
• Fixing breakdowns in customer coordination or issue management that result in escalations
• Customer, operator, and partner feedback loops
• Internal and External Knowledge Bases, Agents, or Training Documentation to reduce user friction

You might be a great fit if

• Strong systems thinker-able to zoom out and into details, focused on simplifying complexity
• Analytically talented - abl to take structured and unstructured data to identify patterns and root causes
• Experienced in design thinking, service design, or experience strategy
• Technically fluent and hands-on (CRM, automation tools, AI)
• Comfortable driving ambiguous, cross-functional work
• Strong facilitator and communicator

Why Join Us? At Haven Energy, you'll have the opportunity to lead a transformative business to build a more resilient energy infrastructure. You'll work with a passionate team, enjoy a collaborative work environment, and have opportunities to grow and shape the future of DER deployments. Haven offers competitive salaries, equity ownership, performance bonuses and a flexible work environment.