Lead Customer Experience Specialist

NextEra Energy Resources is the world's largest generator of renewable energy from the wind and sun, and a world leader in battery storage. We provide energy-related products and services that grow our economy, protect the environment, support our communities and help customers meet their energy needs. We are leading the decarbonization of the U.S. economy with our goal to reach Real Zero carbon emissions from our operations by 2045 while improving customer affordability and reliability. Are you interested in creating a cleaner environment for future generations? Join our world-class, innovative team today.

Position Specific Description

The Customer Experience and Operations team at NextEra is looking for a highly motivated leader to drive process and technology improvements, innovative ideas and value-added strategies, particularly for our installer customer base. The functional area of responsibility includes processes, technology and communications for existing and prospective installer partners. The leader in this position may be responsible for supervising contractors and/or lower level customer experience specialists as well as strategic projects. The ideal candidate has demonstrated abilities in project management, business case development, process improvement and team leadership as well as experience working with commercial customers, B2B business. 

Job Overview

Employees in this role lead the development, implementation, and ongoing management of customer experience strategies to delight customers, improve service levels, ensure customer retention, efficiencies, and increase profitability across all business lines. This position works cross functionally and has both strategic and tactical elements, including, but not limited to process improvements, customer interactions, technology assessments, benchmarking, research analysis, and change management.

Job Duties & Responsibilities

• Drives key initiatives that deliver exceptional customer experiences
• Establishes processes, methodologies, and benchmarks for customer experience analytic
• Serves as a subject matter expert to design and support user experiences, system enhancements and process changes as well as develops requirements, performs system testing and ensures business goals are met
• Acts as a change agent by engaging stakeholders cross functionally and advocating for improvements and adoption of changes
• Extracts and manipulates data, conducts analysis, determines conclusions, and communicates insights and actionable recommendations on the customer experience to the working team and senior leadership
• Creates ideal state customer journeys and collaborates with functional areas and owners to execute the optimal vision
• Monitors journey performance across channels and ensures it reinforces the customer experience vision
• Develops and implements ongoing plan to capture voice of customer and uses findings to drive improvements
• Leads customer retention initiatives across all business lines
• Interacts with customers to improve customer satisfaction and retention
• Performs other job-related duties as assigned

Employee Group:  Exempt
Employee Type:  Full Time
Job Category:  Customer Service
Organization:  NextEra Project Mgmt 
Relocation Provided:  Yes, if applicable

Where permitted by applicable law, NextEra Energy requires all employees and new hires to be fully vaccinated for COVID-19 or be willing to receive the COVID-19 vaccination on or before the first day of employment.

NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.

NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to recruiting-coordinator.sharedmailbox@nexteraenergy.com, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.

NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies. Please see our policy for more information.

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