Customer Experience and Innovation Manager

Requisition ID: 74131

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 seeking a highly skilled and strategic Customer Experience Innovation Manager to join our team. In this role, you will develop and execute a comprehensive customer experience strategy that aligns with the organization's vision and goals. You will play a vital role in ensuring a consistent and differentiated experience for our customers at every touchpoint. Through customer journey mapping, innovation and ideation, stakeholder collaboration, voice of the customer analysis, design thinking, metrics and analytics, and change management, you will drive the implementation of customer-centric initiatives to improve satisfaction, loyalty, and overall business success.

Responsibilities:

1. Customer Experience Strategy:

- Develop and execute a comprehensive customer experience strategy that aligns with the organization's vision and goals.

- Define clear objectives, key performance indicators (KPIs), and a roadmap to guide the implementation of the strategy.

2. Customer Journey Mapping:

- Conduct in-depth analysis and mapping of the customer journey to identify pain points, opportunities for improvement, and moments of delight.

- Utilize data-driven decision-making to prioritize and address customer experience improvements across various touchpoints.

3. Innovation and Ideation:

- Foster a culture of innovation by proactively identifying new trends, technologies, and best practices in customer experience.

- Propose innovative solutions to enhance our offerings and exceed customer expectations.

4. Stakeholder Collaboration:

- Collaborate closely with cross-functional teams, including product development, marketing, sales, and customer service.

- Ensure alignment and integration of customer experience initiatives throughout the organization.

5. Voice of the Customer:

- Gather, analyze, and interpret customer feedback and insights through various channels.

- Translate customer insights into actionable strategies to improve customer satisfaction and loyalty.

6. Design Thinking and User-Centric Approaches:

- Apply design thinking methodologies to drive customer-centric innovation.

- Conduct user research, prototyping, and testing to validate concepts and iterate on solutions.

7. Project Management:

- Lead and manage customer experience projects from ideation to implementation.

- Ensure successful delivery within established timelines and budgets.

8. Metrics and Analytics:

- Define KPIs and establish a framework for measuring and monitoring the effectiveness of customer experience initiatives.

- Provide regular reports and insights to stakeholders to drive informed decision-making.

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: 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. 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 [email protected] , 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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Nearest Major Market: Palm Beach

Nearest Secondary Market: Miami