<p><strong>Requisition ID:</strong>  93621 </p><p> </p><p>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.</p><p> </p><p><span style="font-size:16.0px;"><strong>Position Specific Description</strong></span></p><p></p><p>The <strong>Customer Experience Lead </strong>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.</p><p>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.</p><p> </p><p>Customer Experience Strategy &amp; Leadership</p><ul><li>Translate company and customer experience goals into a clear AI‑enabled CX strategy, including objectives, success metrics, and prioritized roadmaps.</li><li>Identify, evaluate, and prioritize high‑impact opportunities where technology driven solutions can reduce customer friction, improve personalization, and proactively address customer needs.</li><li>Partner with Technology, Data, Digital, Operations, and Product teams to shape requirements and guide AI solution development from concept through deployment.</li></ul><p>Service Quality &amp; Process Improvement</p><ul><li>Define and evolve quality standards for customer interactions (calls, chat, email, digital, field, self‑service) across all channels.</li><li>Lead or support continuous improvement initiatives that use technology to eliminate defects, reduce rework, and lower customer effort.</li><li>Drive adoption of AI capabilities such as conversational AI, sentiment analysis, predictive issue detection, and intelligent workflows to improve both customer and employee experiences.</li></ul><p>Customer Insights, Analytics &amp; Intelligent Reporting</p><ul><li>Leverage AI and advanced analytics to collect, synthesize, and interpret customer feedback from surveys, complaints, interactions, reviews, and social channels.</li><li>Identify patterns, root causes, and emerging trends across the customer journey to inform experience design.</li><li>Translate insights into clear, actionable recommendations for business and technology teams.</li></ul><p>Customer Journey Design &amp; Experience Optimization</p><ul><li>Map and continuously refine key customer journeys (e.g., onboarding, billing, service changes, outages/issues, renewals) to identify friction.</li><li>Translate customer and journey insights into business and functional requirements.</li><li>Partner with Product, Marketing, Operations, Digital, and Technology teams to design, test, and scale improved experiences, including intelligent self‑service and personalization.</li><li>Lead implementation, testing, and measurement of customer experience initiatives.</li></ul><p>Executive Reporting, Governance &amp; Value Realization</p><ul><li>Present insights, recommendations, and CX outcomes to senior leadership.</li><li>Build business cases for customer experience and AI investments, grounded in ROI, customer impact, and operational benefits.</li><li>Monitor performance and outcomes of implemented solutions, ensuring continuous optimization and alignment with customer needs.</li></ul><p>Key Skills:</p><ul><li>Strong analytical and problem‑solving skills, with experience leveraging data and AI insights to drive customer experience improvements.</li><li>Ability to translate complex AI concepts into clear business and customer outcomes.</li><li>Deep empathy for customers and strong understanding of end‑to‑end business operations.</li></ul><p>Desired Skills:</p><ul><li>Customer journey mapping and experience design</li><li>Project and change management</li><li>Applied AI and analytics in customer experience environments</li><li>UX and service design</li><li>Development of customer‑facing and frontline enablement content</li><li>Leading cross‑functional initiatives that reduce customer pain points through automation and intelligence</li></ul><p></p><div><div style="padding:10.0px 0.0px;border:1.0px solid transparent;"><div style="font-size:16.0px;"><h2 style="font-size:1.0em;margin:0.0px;">Job Overview</h2></div><div><p>Employees in this role are the recognized experts within the organization and area of focus. Employees in this job provide expertise and strategic focus needed to conduct complex operational analyses that support informed decision making within the business unit. </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent;"><div style="font-size:16.0px;"><h2 style="font-size:1.0em;margin:0.0px;">Job Duties &amp; Responsibilities</h2></div><div><ul><li>Conducts analyses and prepares reports that provide operational and/or technical support to business operations</li><li>Conducts quantitative and qualitative research to support small to medium special projects</li><li>Assists with process design and modification for continuous business improvement</li><li>Directs, mentors and coaches lower level analysts</li><li>Performs other job-related duties as assigned</li></ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent;"><div style="font-size:16.0px;"><h2 style="font-size:1.0em;margin:0.0px;">Required Qualifications</h2></div><div><ul><li>High School Grad / GED</li><li>Bachelor's or Equivalent Experience</li><li>Experience: 7+ years</li></ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent;"><div style="font-size:16.0px;"><h2 style="font-size:1.0em;margin:0.0px;">Preferred Qualifications</h2></div><div><ul><li>Bachelor's Degree</li></ul></div></div></div><p> </p><p>NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click <strong><a href="https://www.nexteraenergy.com/careers/life-at-nextera/benefits.html">here</a></strong> to learn more.</p><p> </p><p><strong>Employee Group:</strong>  Exempt<br><strong>Employee Type:</strong>  Full Time<br><strong>Job Category:</strong>  Finance, Accounting &amp; Business Analytics<br><strong>Organization:</strong>  Gexa Energy, LP <br><strong>Relocation Provided:</strong>  Yes, if applicable</p><p> </p><p><span style="font-size:12.0px;"><span style="color:#333333;">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.</span></span></p><p style="margin-bottom:11.0px;text-align:justify;"> </p><p style="margin-bottom:11.0px;text-align:justify;"><span style="font-size:12.0px;"><span style="color:#333333;">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 </span><a style="color:blue;text-decoration:underline;" href="mailto:recruiting-coordinator.sharedmailbox@nexteraenergy.com"><span style="color:#0096db;">recruiting-coordinator.sharedmailbox@nexteraenergy.com</span></a><span style="color:#333333;">, providing your name, telephone number and the best time for us to reach you. </span></span></p><p style="margin-bottom:11.0px;text-align:justify;"> </p><p style="margin-bottom:11.0px;text-align:justify;"><span style="font-size:12.0px;"><span style="color:#333333;">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.</span></span></p><p style="margin-bottom:11.0px;text-align:justify;"> </p><p style="margin-bottom:11.0px;text-align:justify;"><span style="font-size:12.0px;"><span style="color:#333333;">NextEra Energy <strong>does not</strong> accept any unsolicited resumes or referrals from <strong>any third-party recruiting firms or agencies</strong>. Please see our </span><a style="color:blue;text-decoration:underline;" href="https://jobs.nexteraenergy.com/content/Third-Party-Recruiters/?locale=en_US&amp;previewLink=true&amp;referrerSave=false&amp;token=a4un1TiWoTYJimvq3RG1Jw%3D%3D"><span style="color:#0096db;">policy</span></a><span style="color:#333333;"> for more information.</span></span></p><p><span style="font-size:10.0px;">.</span></p><p><span style="color:#ffffff;"><span style="font-size:4.0px;"> </span></span></p>

<p>NextEra Energy, Inc. (NYSE: NEE) is a leading clean energy company headquartered in Juno Beach, Florida. NextEra Energy owns two electric companies in Florida: Florida Power &amp; Light Company, which serves more than five million customer accounts in Florida and is the largest rate-regulated electric utility in the United States as measured by retail electricity produced and sold; and Gulf Power Company, which serves more than 460,000 customers in eight counties throughout Northwest Florida. NextEra Energy also owns a competitive energy business, NextEra Energy Resources, LLC, which, together with its affiliated entities, is the world&rsquo;s largest generator of renewable energy from the wind and sun and a world leader in battery storage. Through its subsidiaries, NextEra Energy generates clean, emissions-free electricity from eight commercial nuclear power units in Florida, New Hampshire, Iowa and Wisconsin. A Fortune 200 company and included in the S&amp;P 100 index, NextEra Energy has been recognized often by third parties for its efforts in sustainability, corporate responsibility, ethics and compliance, and diversity. NextEra Energy is ranked No. 1 in the electric and gas utilities industry on Fortune&rsquo;s 2019 list of &ldquo;World&rsquo;s Most Admired Companies&rdquo; and ranked among the top 25 on Fortune&rsquo;s 2018 list of companies that &ldquo;Change the World.&rdquo;</p>

Customer Experience Lead

<p><strong>Requisition ID:</strong>  93621 </p><p> </p><p>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.</p><p> </p><p><span><strong>Position Specific Description</strong></span></p><p></p><p>The <strong>Customer Experience Lead </strong>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.</p><p>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.</p><p> </p><p>Customer Experience Strategy &amp; Leadership</p><ul><li>Translate company and customer experience goals into a clear AI‑enabled CX strategy, including objectives, success metrics, and prioritized roadmaps.</li><li>Identify, evaluate, and prioritize high‑impact opportunities where technology driven solutions can reduce customer friction, improve personalization, and proactively address customer needs.</li><li>Partner with Technology, Data, Digital, Operations, and Product teams to shape requirements and guide AI solution development from concept through deployment.</li></ul><p>Service Quality &amp; Process Improvement</p><ul><li>Define and evolve quality standards for customer interactions (calls, chat, email, digital, field, self‑service) across all channels.</li><li>Lead or support continuous improvement initiatives that use technology to eliminate defects, reduce rework, and lower customer effort.</li><li>Drive adoption of AI capabilities such as conversational AI, sentiment analysis, predictive issue detection, and intelligent workflows to improve both customer and employee experiences.</li></ul><p>Customer Insights, Analytics &amp; Intelligent Reporting</p><ul><li>Leverage AI and advanced analytics to collect, synthesize, and interpret customer feedback from surveys, complaints, interactions, reviews, and social channels.</li><li>Identify patterns, root causes, and emerging trends across the customer journey to inform experience design.</li><li>Translate insights into clear, actionable recommendations for business and technology teams.</li></ul><p>Customer Journey Design &amp; Experience Optimization</p><ul><li>Map and continuously refine key customer journeys (e.g., onboarding, billing, service changes, outages/issues, renewals) to identify friction.</li><li>Translate customer and journey insights into business and functional requirements.</li><li>Partner with Product, Marketing, Operations, Digital, and Technology teams to design, test, and scale improved experiences, including intelligent self‑service and personalization.</li><li>Lead implementation, testing, and measurement of customer experience initiatives.</li></ul><p>Executive Reporting, Governance &amp; Value Realization</p><ul><li>Present insights, recommendations, and CX outcomes to senior leadership.</li><li>Build business cases for customer experience and AI investments, grounded in ROI, customer impact, and operational benefits.</li><li>Monitor performance and outcomes of implemented solutions, ensuring continuous optimization and alignment with customer needs.</li></ul><p>Key Skills:</p><ul><li>Strong analytical and problem‑solving skills, with experience leveraging data and AI insights to drive customer experience improvements.</li><li>Ability to translate complex AI concepts into clear business and customer outcomes.</li><li>Deep empathy for customers and strong understanding of end‑to‑end business operations.</li></ul><p>Desired Skills:</p><ul><li>Customer journey mapping and experience design</li><li>Project and change management</li><li>Applied AI and analytics in customer experience environments</li><li>UX and service design</li><li>Development of customer‑facing and frontline enablement content</li><li>Leading cross‑functional initiatives that reduce customer pain points through automation and intelligence</li></ul><p></p><div><div><div><h2>Job Overview</h2></div><div><p>Employees in this role are the recognized experts within the organization and area of focus. Employees in this job provide expertise and strategic focus needed to conduct complex operational analyses that support informed decision making within the business unit. </p></div></div><div><div><h2>Job Duties &amp; Responsibilities</h2></div><div><ul><li>Conducts analyses and prepares reports that provide operational and/or technical support to business operations</li><li>Conducts quantitative and qualitative research to support small to medium special projects</li><li>Assists with process design and modification for continuous business improvement</li><li>Directs, mentors and coaches lower level analysts</li><li>Performs other job-related duties as assigned</li></ul></div></div><div><div><h2>Required Qualifications</h2></div><div><ul><li>High School Grad / GED</li><li>Bachelor's or Equivalent Experience</li><li>Experience: 7+ years</li></ul></div></div><div><div><h2>Preferred Qualifications</h2></div><div><ul><li>Bachelor's Degree</li></ul></div></div></div><p> </p><p>NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click <strong><a href="https://www.nexteraenergy.com/careers/life-at-nextera/benefits.html">here</a></strong> to learn more.</p><p> </p><p><strong>Employee Group:</strong>  Exempt<br /><strong>Employee Type:</strong>  Full Time<br /><strong>Job Category:</strong>  Finance, Accounting &amp; Business Analytics<br /><strong>Organization:</strong>  Gexa Energy, LP <br /><strong>Relocation Provided:</strong>  Yes, if applicable</p><p> </p><p><span><span>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.</span></span></p><p> </p><p><span><span>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 </span><a href="mailto:recruiting-coordinator.sharedmailbox@nexteraenergy.com"><span>recruiting-coordinator.sharedmailbox@nexteraenergy.com</span></a><span>, providing your name, telephone number and the best time for us to reach you. </span></span></p><p> </p><p><span><span>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.</span></span></p><p> </p><p><span><span>NextEra Energy <strong>does not</strong> accept any unsolicited resumes or referrals from <strong>any third-party recruiting firms or agencies</strong>. Please see our </span><a href="https://jobs.nexteraenergy.com/content/Third-Party-Recruiters/?locale=en_US&amp;previewLink=true&amp;referrerSave=false&amp;token=a4un1TiWoTYJimvq3RG1Jw%3D%3D"><span>policy</span></a><span> for more information.</span></span></p><p><span>.</span></p><p><span><span> </span></span></p>

Customer Experience Lead

About the Job

About the Company

NextEra Energy

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