Customer Experience Lead (m/w/d)

Job Description

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.

Position Specific Description

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.

Customer Experience Strategy & Leadership

• 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.

Service Quality & Process Improvement

• 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.

Customer Insights, Analytics & Intelligent Reporting

• 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.

Customer Journey Design & Experience Optimization

• 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.

Executive Reporting, Governance & Value Realization

• 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.

Key Skills

• 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.

Desired Skills

• 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

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: Finance, Accounting & Business Analytics
Organization: Gexa Energy, LP
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 [email protected], providing your name, telephone number and the best time for us to reach you.

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.