Customer Experience Lead

NextEra Energy•Houston, TX

3d•Onsite

About The Position

The Customer Experience Lead is responsible for designing, delivering, and continuously improving the end‑to‑end customer experience by leading the development and implementation of AI‑enabled solutions across all customer touchpoints. This role blends customer insights, service quality, process improvement, and technology to reduce customer effort, improve satisfaction, and drive long‑term loyalty. This leader will work cross‑functionally to understand the voice of the customer, identify friction across the customer journey, and partner with technology, data, and business teams to deploy AI‑driven capabilities that improve both customer outcomes and operational efficiency.

Requirements

High School Grad / GED
Bachelor's or Equivalent Experience
Experience: 7+ years
Strong analytical and problem‑solving skills, with experience leveraging data and AI insights to drive customer experience improvements.
Ability to translate complex AI concepts into clear business and customer outcomes.
Deep empathy for customers and strong understanding of end‑to‑end business operations.

Nice To Haves

Customer journey mapping and experience design
Project and change management
Applied AI and analytics in customer experience environments
UX and service design
Development of customer‑facing and frontline enablement content
Leading cross‑functional initiatives that reduce customer pain points through automation and intelligence
Bachelor's Degree

Responsibilities

Translate company and customer experience goals into a clear AI‑enabled CX strategy, including objectives, success metrics, and prioritized roadmaps.
Identify, evaluate, and prioritize high‑impact opportunities where technology driven solutions can reduce customer friction, improve personalization, and proactively address customer needs.
Partner with Technology, Data, Digital, Operations, and Product teams to shape requirements and guide AI solution development from concept through deployment.
Define and evolve quality standards for customer interactions (calls, chat, email, digital, field, self‑service) across all channels.
Lead or support continuous improvement initiatives that use technology to eliminate defects, reduce rework, and lower customer effort.
Drive adoption of AI capabilities such as conversational AI, sentiment analysis, predictive issue detection, and intelligent workflows to improve both customer and employee experiences.
Leverage AI and advanced analytics to collect, synthesize, and interpret customer feedback from surveys, complaints, interactions, reviews, and social channels.
Identify patterns, root causes, and emerging trends across the customer journey to inform experience design.
Translate insights into clear, actionable recommendations for business and technology teams.
Map and continuously refine key customer journeys (e.g., onboarding, billing, service changes, outages/issues, renewals) to identify friction.
Translate customer and journey insights into business and functional requirements.
Partner with Product, Marketing, Operations, Digital, and Technology teams to design, test, and scale improved experiences, including intelligent self‑service and personalization.
Lead implementation, testing, and measurement of customer experience initiatives.
Present insights, recommendations, and CX outcomes to senior leadership.
Build business cases for customer experience and AI investments, grounded in ROI, customer impact, and operational benefits.
Monitor performance and outcomes of implemented solutions, ensuring continuous optimization and alignment with customer needs.
Conducts analyses and prepares reports that provide operational and/or technical support to business operations
Conducts quantitative and qualitative research to support small to medium special projects
Assists with process design and modification for continuous business improvement
Directs, mentors and coaches lower level analysts
Performs other job-related duties as assigned