Director, Product Experience

Sunrun Inc. San Francisco , CA 94118

Posted 1 week ago

Overview

Sunrun is the nation's largest residential solar, storage and energy services company. With a mission to create a planet run by the sun, Sunrun has led the industry since 2007 with its solar-as-a-service model, which provides clean energy to households with little to no upfront cost and at a saving compared to traditional electricity. Sunrun designs, installs, finances, insures, monitors and maintains the systems, while families receive predictable pricing for 20 years or more.

By joining our dynamic cross-functional Customer Experience (CX) team at Sunrun, you will be part of a multidisciplinary team of experience designers, strategists, analysts, brand, program managers and business operation experts.

ROLE:

When homeowners become Sunrun customers, they begin a 25-year relationship with their home energy. They become engaged with our customer portal during the installation process and continue the relationship through the lifetime of their partnership with us. Having a best-in-class app that helps monitor their system and promotes customer engagement is very important to the success of Sunrun business. Sunrun would like to hire a product leader who can help us create a vision for our customer portal and work with cross-functional teams to deliver on that vision.

Imagine Sunrun customers having reliable, easy-to-use tools to monitor their system and account information on a regular basis. Imagine engaging them earlier in their solar journey process (even before installation) through educational content that helps them understand how to save on energy and connects with them as an active member of Sunrun community. In other words, we would like to reimagine a platform that allows for both a best-in-class system monitoring as well as deeper emotional engagement with our customers.

Responsibilities

  • Leading the team to reimagine our customer portal in a way that it will serve and elevate the end to end solar journey; align leadership on this vision

  • Creating a product roadmap for cross-functional teams to align on

  • Leading the product development process: research, prototyping and testing

  • Partnering with cross-functional teams to prioritise features, define clear metrics, and align on optimal software/platform decisions

  • Collaborate cross-functionally with Software, product management, engineering and customer operations teams to ensure a smooth product development process.

  • Guide the team to develop best practices for ensuring a high bar of quality.

  • Roll up your sleeves and contribute as a designer when necessary.

  • Execute in a fast-paced and highly fluid environment.

MINDSET

  • Systems thinking: You love complex questions and use your work to communicate that complexity in simple ways.

  • Team skills: You work best in a participatory, team-based environment. You support and inspire teams through collaboration as well as direction and vision.

  • Prototyping: You are ready to learn from failure, embrace an iterative process and you understand that success comes sooner with trial and error.

  • Human-centered: You understand basic human-centered design philosophy, embrace ambiguity, and excited to coach others to adopt new practices. .

  • Beyond design: You know how to navigate a data and operations driven environment to prove that experience can help sustainable business decisions.

Qualifications

  • Experience in product strategy and vision

  • Experience designing and building customer facing product and service applications

  • A strong portfolio showcasing your ability to generate ideas, tackle complex problems, and create elegant solutions with an eye for detail

  • Experience communicating, collaborating and aligning with cross-functional teams (business strategy, operations and software / technology teams)

  • 7+ years designing successful products for web and mobile

  • 2+ years working "in house," owning the evolution of a product experience

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