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Manager of Customer Insights & Strategic Projects

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Date: Mar 11, 2023

Location(s): West Palm Beach, FL, US, 33407

Company: NextEra Energy

Requisition ID:  69414 


FPL Energy Services (FPLES) operates 14 unique businesses and is continuously creating new businesses to serve residential, commercial and governmental customers to deliver savings and protection. Our smart, reliable and affordable solutions span a broad array of offerings, including, but not limited to, LED lighting, home protection plans, natural gas supply and backup power generation. FPLES is passionate about delivering exceptional employee and customer experiences through a highly engaged culture. Headquartered in South Florida, FPLES is an unregulated subsidiary of NextEra Energy, the world’s largest wind and solar energy producer in the world. Do you want to create innovative business solutions? Join our world-class team today!


Position Specific Description

We are looking for a Customer Experience Manager who will be responsible for building and scaling an elite-level, customer-obsessed team. This role will be the first line of defense for escalated customer support inquiries and will have a profound influence on our customers’ experience. This role has a strong focus on strategic initiatives around human centered design, customer journey creation and implementation, Voice of the Customer (VOC) reporting, and any additional projects that help improve the customer experience. The insights from your team will directly influence go-to-market strategies for new products and digital solutions for our customers’ various needs. You must be a team player with a strong collaborative mindset, a history of creative problem solving, and exceptional people management skills. This position reports to the Director of Customer Experience & Service.

Job Overview

Employees in this role manage the organization responsible for obtaining customer and industry insights from various sources to assist the business unit with project, policy development, resource allocation, quality improvement, standardization and strategic business planning. Individuals are responsible for leading benchmarking and customer survey efforts for the business unit, analyzing customer survey and voice data and processes to develop and recommend improvements throughout the business.    

Job Duties & Responsibilities

  • Drives market research and other analytics to develop recommendations and improvements 
  • Tracks and analyzes indicators measuring performance against customer expectations 
  • Collaborates with functional areas to improve performance
  • Leads and works on cross-functional projects collaborating internal and external business units
  • Leads a team of Business Analysts who conduct complex operational analyses 
  • Evaluates customer surveys and benchmarking with other customer experience leaders
  • Conducts strategic business planning and policy development 
  • Works with journey Architects to provide initiative direction customer experience improvements
  • Meets attendance and storm duty requirements
  • Performs other job-related duties as assigned

Required Qualifications

  • Bachelor's Degree
  • Experience: 8+ years
  • Leadership Experience: 2+ years                                                


Preferred Qualifications


Employee Group:  Exempt
Employee Type:  Full Time
Job Category:  Quality/Process Improvement
Organization:  FPL Energy Services, Inc 
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