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Senior Customer Experience Specialist

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Date: May 18, 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

We are seeking a well-qualified individual who is highly driven, passionate about our business, fosters great relationships, is an excellent communicator and enjoys complex problem-solving.

The role will work within the Ever-Bright Customer Experience team. This role will use project management skills to lead cross-functional teams through all stages of strategy-based initiatives which enhance and transform the Ever-Bright enterprise solution.


The core duties of this role:

  • Quickly understand the business unit operational model and requirements
  • Ability to develop hypothesis and solutions grounded from data driven analysis
  • As Product Owner, the ability to lead cross-functional teams in identifying, developing, and implementing application and processes to drive key customer experience initiatives.
  • Works collaboratively with business leaders, change management leaders, and project team(s) to guide and influence outcomes
  • Prepares and communicates recommendations through PowerPoint presentation to executives
  • Simultaneously owns and manages a volume of initiative project plans and the related collaboration with the various affected business units


This role works out of the Golden Bear complex in Juno Beach, Florida.  A hybrid role will be considered for qualified applicants.    


Preferred Qualifications

  • Experienced in gathering and interpreting customer experience information
  • Experienced with creating process and system requirements.
  • Proficiency in MS Office suites including MS Project and process diagram tools such as Visio. 
  • Experienced in Contact Center applications such NICE CXone.
  • Experienced in CRM applications such as Salesforce
  • Experienced with JIRA and JIRA configuration.
  • Exceptional interpersonal skills and a client-centered approach.
  • Performs other job duties as assigned.
  • Six Sigma Green Belt or Yellow Belt Certified
  • IT background a plus

Job Overview

Employees in this role lead the development, implementation, and ongoing management of customer experience strategies to increase and improve service levels, customer retention, efficiencies, and profitability across all business lines. Individuals will act as voice of the customer in all programs and company efforts and owns the overall customer experience. This position works cross functionally and has both a strategic and hands on elements which includes direct customer interactions as well as leading cross functional teams. Employee's success will be measured by improvements in customer value, satisfaction, loyalty (repeat business), and retention.

Job Duties & Responsibilities

  • Leads cross functional team to develop and implement comprehensive customer experience model
  • Implements means to cost effectively measure customer satisfaction across all business lines
  • Designs and supports 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 Leads customer retention initiatives across all business lines
  • Coordinates across sales, marketing, operations and customer service to manage all customer interactions
  • Develops customer life cycle touch point maps to drive customer processes
  • Develops and implement ongoing plan to capture voice of customer and use findings to drive improvements
  • Interacts with customers to improve customer satisfaction and retention
  • Performs other job-related duties as assigned

Required Qualifications

  • Bachelor's or Equivalent Experience
  • Experience: 4+ years

Preferred Qualifications

  • None


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