Customer Experience Specialist

Customer Experience Specialist

Location: Bemidji, Devils Lake, Fergus Falls, Jamestown, or Milbank

Salary grade 10

Otter Tail Power Company is seeking a collaborative, customer-focused professional to serve as a voice and advocate for our customers. The Customer Experience Specialist will lead customer listening and journey-mapping efforts, translate feedback and operational data into actionable insights, and help create experiences that are simple, accessible, consistent, and responsive to customers’ needs.

This position reports to the Supervisor, Customer Care & Outage Management.

Key Responsibilities

• Lead customer listening and research to identify emerging needs, trends, pain points, and opportunities to reduce customer effort.
• Translate customer feedback and operational information into clear recommendations and actions.
• Partner across the company to improve customer touchpoints, processes, communications, programs, and channel options.
• Serve as a customer advocate by ensuring customer needs, experiences, and potential impacts are understood and considered.
• Bring an affordability perspective to customer programs, policies, billing and payment experiences, communications, and service practices, particularly for customers experiencing financial pressure or other barriers.
• Advocate for solutions that balance customer needs with regulatory requirements, operational realities, affordability, and company objectives.

Qualifications

• Experience gathering and translating customer feedback, research, and operational information into actionable insights and recommendations.
• Knowledge of customer journey mapping and human-centered design principles, including the ability to identify customer pain points, barriers, moments that matter, and improvement opportunities.
• Ability to work clearly, collaboratively, and with influence across multiple teams.
• Demonstrated critical-thinking, organizational, and problem-solving abilities.
• A bachelor’s degree in business, operations, marketing, communications, research, or a related field is preferred. Equivalent customer service or customer experience background will also be considered.

At Otter Tail Power Company, you’ll have the opportunity to make a meaningful difference in how customers experience our company. If you’re passionate about turning insights into action and collaborating to create thoughtful, effective customer solutions, we encourage you to apply and help shape the future of our customer experience.

What We Offer

We believe employment is a partnership and we expect excellence from our talented employees. To support our employees and help drive their career experience and goals, we offer:

• A competitive wage & benefit package.
• The expected offer for base compensation for this role is $69,000 - $87,000 annually. The actual compensation within the compensation range will vary based on factors relevant to the position.
• Incentive plans.
• Employee Stock Ownership options.
• Retirement Savings Fund with employer match.
• Health, disability, and life insurance plan options.
• Training and development opportunities each year, including education reimbursement. This includes safety - one of our values and key to our success - technical, compliance, and developmental training.
• Career development, which is critical to our long-term success. Otter Tail Power employees have opportunities to participate in various leadership development programs, gain access to an a la carte online leadership course catalog, receive mentorship from current leaders, and more!
• Mental health support from the experts at SupportLinc as well as competitive vacation and sick leave to ensure employees are at their best when they’re working.

To apply, visit our careers page at www.otpco.com. Applications accepted through November 27, 2026.

This role is not eligible for visa sponsorship at this time.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.