Vice President, Customer and Community Engagement

Job Title: Vice President, Customer and Community Engagement Posting Dates: September 24 - October 25, 2026 Starting Pay Range: $216,000 - $270,000 Competitive compensation and benefits package offered, designed to attract and retain top talent. JOB SUMMARY Responsible for providing strategic leadership and direction for the Customer and Community Engagement division and advancing LES customer experience strategy while supporting reliable, accessible, and fair service for all customers. Specific responsibilities include leading customer service operations, customer experience, customer programs, service quality assurance, customer-facing communications, as well as public and governmental affairs; and ensuring the division has the resources, data, communication, stability, and culture needed to serve customers well. This position is part of the executive leadership of LES, and as such is expected to demonstrate experience, skills and abilities consistent with a senior leader in a large, complex organization. ABOUT LINCOLN ELECTRIC SYSTEM (LES) Lincoln Electric System, based in Lincoln, Nebraska, is the second largest retail electric utility in the state and the 23rd largest public power utility in the U.S. LES provides electric services to Lincoln and the surrounding communities of Prairie Home, Waverly, Walton, Cheney, and Emerald, serving over 153,000 customers88% residential and 12% commercial and industrialacross approximately 200 square miles. A municipal utility owned by the city of Lincoln, LES employs around 560 people, with 27% represented by two IBEW unions. Guided by the LES Administrative Board, appointed by the Mayor and confirmed by City Council, the utility has a 60-year legacy of reliability, affordability, and sustainability under local control. LES is deeply engaged in the community, delivering safe, resilient, and cost-effective electric services while supporting the growth and vitality of Lincoln and the surrounding region. Learn More: Your Public Power Partner | Lincoln Electric System ABOUT LINCOLN, NEBRASKA Lincoln, Nebraska offers an exceptional quality of life, combining the accessibility and affordability of a mid-sized city with the cultural, educational, and economic opportunities of a larger metropolitan area. As the state capital and home to the University of Nebraska-Lincoln, the community is vibrant, growing, and deeply connected through strong civic engagement and local pride. Residents enjoy a welcoming, family-friendly environment with excellent schools, diverse neighborhoods, and a cost of living that supports both comfort and opportunity. Lincoln is known for its extensive park system, miles of connected trails, and year-round recreational opportunities, making it easy to enjoy an active lifestyle. The city also boasts a dynamic arts and entertainment scene, locally owned restaurants and businesses, and a thriving downtown that continues to evolve. With a stable economy, low unemployment, and a strong sense of community partnership, Lincoln is an ideal place to live, work, and leadespecially those passionate about serving the public and making a meaningful impact in the community. Learn More: Lincoln The Place to Be ESSENTIAL DUTIES AND CORE COMPETENCIES - Provides strategic leadership and direction for the Customer and Community Engagement division, including ensuring the divisions purpose, priorities, roadmap, and performance measures are in alignment with LES vision and enterprise priorities. - Provides skilled leadership at the executive level that delivers a safe, productive, collaborative, and heathy work environment, intended to achieve outstanding employee experience. - Champions the development, implementation, and measurement of best-in-class customer experience principles and practices, providing strategic leadership for customer service, customer programs, service q ality, accessibility, and other customer-focused functions. - Provides strategic oversight and occasional tactical guidance of public and governmental affairs and policy-related issues, ensuring the best interests of LES and the service area are represented and advocated for with civic leaders, public officials, community stakeholders, and industry partners. - Provides strategic oversight for mass and crisis communications, media and public relations, advertising, education, events, and marketing strategies to strengthen LES brand, foster public trust, and ensure clear and consistent community engagement. - Ensures the availability of customer data, voice-of-customer insights, satisfaction measures, complaint trends, and operational metrics, and uses those to guide decisions and lead digital transformation and continuous improvement efforts that improve the customer experience. - Provides effective executive leadership for complex customer and community escalations, outage and crisis communications, and other time-sensitive issues, demonstrating sound judgment and decisiveness when information may be incomplete. - Aligns divisional budgets, staffing, and resources with strategic and service priorities and develops and supports leaders and employees through coaching, feedback, accountability, and development opportunities. - Communicates customer service performance, risks, opportunities, priorities, and resource needs to executive leadership and supports the development and delivery of presentations and information for the LES Administrative Board and committees. - Builds and maintains productive relationships and strong partnerships across LES and with community organizations, technology partners, industry groups, civic leaders, public officials, and other stakeholders to advance enterprise priorities and strengthen LES ability to serve customers and the community. Ensures customer service practices align