Customer Experience Analyst

Requisition ID: 92018

At Gexa Energy, a NextEra Energy Resources company, we provide reliable low-cost energy solutions. Focused on customer satisfaction, we offer innovative electricity plans tailored to the diverse needs of Texas homes and businesses. If you're passionate about making a difference in the energy industry and delivering exceptional customer experiences, join our team today.

Position Specific Description

Data-driven professional who focuses on understanding, measuring, and improving how customers interact with our company across all touchpoints.

Data Analysis & Insights

- Collect and analyze customer feedback from surveys, reviews, complaints, and social media

- Track and report on key customer experience metrics (NPS, CSAT, churn rates) to measure customer satisfaction

- Identify trends, pain points, opportunities, and actionable insights to improve customer satisfaction and loyalty

- Synthesize qualitative and quantitative data into actionable insights

Customer Journey Mapping

- Map current-state customer journeys across channels (online & phone)

- Create visual representations of customer interactions

- Identify and highlight friction points, critical touchpoints, and opportunities

- Recommend improvements to streamline experiences

Cross Functional Collaboration

- Partner with marketing, operations and customer care teams to implement solutions based on customer insights

- Translate customer insights into business requirements

- Manage implementation of customer experience initiatives and test new improvements

Reporting & Recommendations

- Present findings and recommendations to leadership

- Build business cases for customer experience investments based on ROI analysis

- Monitor the impact of implemented changes

Key Skills

Strong analytical abilities, proficiency with CX analytic tools, data visualization, communication skills, empathy for customers, and understanding of business operations.

This role will focus specifically on residential customer satisfaction as it relates to new customer onboarding, billing, transactions, and use of digital self-service tools.

Job Overview

Employees in this role conduct complex operational analyses and lead medium to large project teams that support informed decision making within the business unit.

Job Duties & Responsibilities

- Conducts analyses and prepares reports that provide operational and/or technical support to business operations

- Conducts quantitative and qualitative research to support medium to large special projects

- Assists with process design and modification for continuous business improvement

- Performs other job-related duties as assigned

Required Qualifications

- High School Grad / GED

- Bachelor's or Equivalent Experience

Preferred Qualifications

- Bachelor's Degree

NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click here to learn more.

Employee Group: Exempt Employee Type: Full Time Job Category: Finance, Accounting & Business Analytics Organization: Gexa Energy, LP Relocation Provided: Yes, if applicable

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.

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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