<p><b>Requisition ID:</b>  <span>92018</span> </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;"><b>Position Specific Description</b></span></p><p></p><p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">Data-driven professional who focuses on understanding, measuring, and improving how customers interact with our company across all touchpoints.</p><p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;"><strong>Data Analysis &amp; Insights</strong></p><ul style="margin-bottom:0.0in;margin-top:0.0px;"><li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">Collect and analyze customer feedback from surveys, reviews, complaints, and social media</li><li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">Track and report on key customer experience metrics (NPS, CSAT, churn rates) to measure customer satisfaction</li><li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">Identify trends, pain points, opportunities, and actionable insights to improve customer satisfaction and loyalty</li><li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">Synthesize qualitative and quantitative data into actionable insights</li></ul><p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;"><strong>Customer Journey Mapping</strong></p><ul style="margin-bottom:0.0in;margin-top:0.0px;"><li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">Map current-state customer journeys across channels (online &amp; phone)</li><li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">Create visual representations of customer interactions</li><li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">Identify and highlight friction points, critical touchpoints, and opportunities</li><li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">Recommend improvements to streamline experiences</li></ul><p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;"><strong>Cross Functional Collaboration</strong></p><ul style="margin-bottom:0.0in;margin-top:0.0px;"><li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">Partner with marketing, operations and customer care teams to implement solutions based on customer insights</li><li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">Translate customer insights into business requirements</li><li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">Manage implementation of customer experience initiatives and test new improvements</li></ul><p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;"><strong>Reporting &amp; Recommendations</strong></p><ul style="margin-bottom:0.0in;margin-top:0.0px;"><li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">Present findings and recommendations to leadership</li><li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">Build business cases for customer experience investments based on ROI analysis</li><li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">Monitor the impact of implemented changes</li></ul><p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;"><strong>Key Skills</strong></p><p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">Strong analytical abilities, proficiency with CX analytic tools, data visualization, communication skills, empathy for customers, and understanding of business operations.</p><p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos , sans-serif;">This role will focus specifically on residential customer satisfaction as it relates to new customer onboarding, billing, transactions, and use of digital self-service tools.</p><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 conduct complex operational analyses and lead medium to large project teams 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 medium to large special projects</li><li>Assists with process design and modification for continuous business improvement</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: 3+ 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 <b><a href="https://www.nexteraenergy.com/careers/life-at-nextera/benefits.html">here</a></b> to learn more.</p><p> </p><p><b>Employee Group:</b>  Exempt<br><b>Employee Type:</b>  Full Time<br><b>Job Category:</b>  Finance, Accounting &amp; Business Analytics<br><b>Organization:</b>  <span>Gexa Energy, LP</span> <br><b>Relocation Provided:</b>  Yes, if applicable</p><p> </p><p><span style="font-size:12.0px;"><span><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></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><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 href="mailto:recruiting-coordinator.sharedmailbox@nexteraenergy.com" style="color:blue;text-decoration:underline;"><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. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.</span></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><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></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><span style="color:#333333;">NextEra Energy <b>does not</b> accept any unsolicited resumes or referrals from <b>any third-party recruiting firms or agencies</b>. 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" style="color:blue;text-decoration:underline;"><span style="color:#0096db;">policy</span></a><span style="color:#333333;"> for more information.</span></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> </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 Analyst

<p><b>Requisition ID:</b>&nbsp; <span>92018</span>&nbsp;</p><p>&nbsp;</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>&nbsp;</p><p><span><b>Position Specific Description</b></span></p><p></p><p>Data-driven professional who focuses on understanding, measuring, and improving how customers interact with our company across all touchpoints.</p><p><strong>Data Analysis &amp; Insights</strong></p><ul><li>Collect and analyze customer feedback from surveys, reviews, complaints, and social media</li><li>Track and report on key customer experience metrics (NPS, CSAT, churn rates) to measure customer satisfaction</li><li>Identify trends, pain points, opportunities, and actionable insights to improve customer satisfaction and loyalty</li><li>Synthesize qualitative and quantitative data into actionable insights</li></ul><p><strong>Customer Journey Mapping</strong></p><ul><li>Map current-state customer journeys across channels (online &amp; phone)</li><li>Create visual representations of customer interactions</li><li>Identify and highlight friction points, critical touchpoints, and opportunities</li><li>Recommend improvements to streamline experiences</li></ul><p><strong>Cross Functional Collaboration</strong></p><ul><li>Partner with marketing, operations and customer care teams to implement solutions based on customer insights</li><li>Translate customer insights into business requirements</li><li>Manage implementation of customer experience initiatives and test new improvements</li></ul><p><strong>Reporting &amp; Recommendations</strong></p><ul><li>Present findings and recommendations to leadership</li><li>Build business cases for customer experience investments based on ROI analysis</li><li>Monitor the impact of implemented changes</li></ul><p><strong>Key Skills</strong></p><p>Strong analytical abilities, proficiency with CX analytic tools, data visualization, communication skills, empathy for customers, and understanding of business operations.</p><p>This role will focus specifically on residential customer satisfaction as it relates to new customer onboarding, billing, transactions, and use of digital self-service tools.</p><p></p><div><div><div><h2>Job Overview</h2></div><div><p>Employees in this role conduct complex operational analyses and lead medium to large project teams 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 medium to large special projects</li><li>Assists with process design and modification for continuous business improvement</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: 3+ years</li></ul></div></div><div><div><h2>Preferred Qualifications</h2></div><div><ul><li>Bachelor's Degree</li></ul></div></div></div><p>&nbsp;</p><p>NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click <b><a href="https://www.nexteraenergy.com/careers/life-at-nextera/benefits.html">here</a></b> to learn more.</p><p>&nbsp;</p><p><b>Employee Group:</b> &nbsp;Exempt<br><b>Employee Type:</b>&nbsp;&nbsp;Full Time<br><b>Job Category:</b> &nbsp;Finance, Accounting &amp; Business Analytics<br><b>Organization:</b> &nbsp;<span>Gexa Energy, LP</span>&nbsp;<br><b>Relocation Provided:</b> &nbsp;Yes, if applicable</p><p>&nbsp;</p><p><span><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></span></p><p>&nbsp;</p><p><span><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. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.</span></span></span></p><p>&nbsp;</p><p><span><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></span></p><p>&nbsp;</p><p><span><span><span>NextEra Energy <b>does not</b> accept any unsolicited resumes or referrals from <b>any third-party recruiting firms or agencies</b>. 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></span></p><p><span>.</span></p><p><span><span><span></span>&nbsp;</span></span></p>

Customer Experience Analyst

About the Job

About the Company

NextEra Energy

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