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Manager of Customer Experience

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Date: Mar 19, 2023

Location(s): North Palm Beach, FL, US, 33408

Company: NextEra Energy

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 NextEra team is looking for a highly motivated leader to drive process and technology improvements, innovative ideas and value-added strategies, for our customers. The functional area of responsibility includes:  Leading a team of customer experience specialists, customer success managers supporting strategic accounts, and customer experience technical architects to support improvements in internal and external software. The leader in this position will be responsible for managing customer success managers, contractors, customer experience specialists and 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 both business and residential customers. 

Job Overview

Employees in this role manage the development, implementation, and operations 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, technology implementations, benchmarking, research analysis, data analytics and change management.

Job Duties & Responsibilities

  • Manages the team responsible for customer success, customer insights, process and journey architects, and supportive technology improvements
  • Manages change by engaging stakeholders cross functionally and advocating for improvements and adoption of changes
  • Manages customer insights and voice of the customer analysis, conclusions, and communicates insights and actionable recommendations on the customer experience cross-functionally and to senior leadership
  • Manages development of ideal state customer journeys and collaborates with functional areas and owners to execute the optimal vision
  • Leads the customer success managers to ensoure key customer account needs are met through technology enhancements and integrations
  • Performs other job-related duties as assigned

Required Qualifications

  • Bachelor's or Equivalent Experience
  • Experience: 7+ years
  • Leadership Experience: 1+ years

Preferred Qualifications

  • Master's - Business Administration
  • Six Sigma Yellow Belt Certified
  • Project Management Professional (PMP)


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, 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.


Nearest Major Market: Palm Beach
Nearest Secondary Market: Miami