Senior Customer Experience Specialist

Requisition ID: 92290

Florida Power & Light Company is the largest electric utility in the U.S., providing reliable energy to nearly 12 million Floridians. With one of the nation’s most fuel-efficient, cost-effective power generation fleets and industry-leading reliability, we’re redefining what’s possible in energy. Want to be part of something powerful? Join our outstanding team and help shape the future of energy.

Position Specific Description

The Senior Customer Experience Specialist leads strategic initiatives to design and optimize end-to-end customer and employee experience processes. This role partners closely with key stakeholders to identify friction points, implement process enhancements, and ensure efficient, consistent experiences across all channels. Leveraging data and journey insights, the specialist drives improvements that strengthen satisfaction, retention, and operational performance.

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

Preferred Qualifications

- None

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: Customer Service Organization: Florida Power & Light Company Relocation Provided: No

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.

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