Senior Customer Experience Specialist

Requisition ID: 75319

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

At FPL Energy Services, we believe that a remarkable customer experience is the cornerstone of our success. If you are an analytical thinker with a passion for driving change and cultivating a customer-first culture, we encourage you to apply and become a driving force behind our customer experience evolution. As the Senior Customer Experience Specialist, you will help shape the way our customers perceive and interact with our brand. Your primary responsibility will be to analyze and interpret Voice of Customer (VoC) data to extract actionable insights that will guide improvements to our customer journeys. You will collaborate with cross-functional teams to map customer journeys, implement strategic enhancements, and ensure that every touchpoint aligns with our commitment to delivering unparalleled customer satisfaction.

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: 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.

#LI-EM1

Nearest Major Market: Palm Beach

Nearest Secondary Market: Miami