Customer Experience Analyst at NextEra Energy in Houston, TX, US, 77002 | Kablio

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Customer Experience Analyst

NextEra Energy

Securing America's energy independence.

Analyze customer data to improve residential onboarding, billing, and digital experiences

6 days ago ago

Experienced (8-12 years), Intermediate (4-7 years), Expert & Leadership (13+ years)

Full Time

Houston, TX, US, 77002

Office Full-Time

Company Size

9,500+ Employees

Service Specialisms

Development

Sector Specialisms

Renewable Energy

Role

Description

journey mapping

feedback analysis

metrics tracking

insight synthesis

process design

business case

Manage implementation of customer experience initiatives and test new improvements
Identify trends, pain points, opportunities, and actionable insights to improve customer satisfaction and loyalty
Translate customer insights into business requirements
Present findings and recommendations to leadership
Partner with marketing, operations and customer care teams to implement solutions based on customer insights
Collect and analyze customer feedback from surveys, reviews, complaints, and social media
Conducts analyses and prepares reports that provide operational and/or technical support to business operations
Track and report on key customer experience metrics (NPS, CSAT, churn rates) to measure customer satisfaction
Synthesize qualitative and quantitative data into actionable insights
Monitor the impact of implemented changes
Assists with process design and modification for continuous business improvement
Create visual representations of customer interactions
Conducts quantitative and qualitative research to support medium to large special projects
Map current-state customer journeys across channels (online & phone)
Recommend improvements to streamline experiences
Identify and highlight friction points, critical touchpoints, and opportunities
Build business cases for customer experience investments based on ROI analysis

Requirements

high school

ged

3+ years

bachelor's

equivalent experience

High School Grad / GED
Experience: 3+ years
Bachelor's or Equivalent Experience
Bachelor's Degree

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

5+ Million

Customer Accounts

This figure represents the number of customer accounts served by the company's primary subsidiary in Florida.

$19 Billion

Operating Revenues

This figure represents the company's operating revenues for the year 2022.

It is the world’s largest generator of renewable energy from wind, solar, nuclear and a major player in battery storage and transmission.
Operates through two primary subsidiaries: Florida Power & Light Company (FPL), which serves over 5 million customer accounts in Florida, and NextEra Energy Resources, which focuses on developing renewable energy projects across North America.

Culture + Values

2024 Rank

Top Employer Recognition

Recognized by Forbes as one of America's Best Large Employers for 2024.

Named to Fortune's list of 'Most Admired Companies' in the electric and gas utilities industry.

Environment + Sustainability

2045

Carbon Neutrality Target

Aims to achieve net-zero carbon emissions by this future milestone year.

Entirely focused on clean energy 💚
Named to Newsweek’s list of America’s Most Responsible Companies in 2024 for the fourth year in a row.

Inclusion & Diversity

14 Employee Resource Groups

Support Inclusion & Diversity

The company operates 14 employee resource groups dedicated to fostering Inclusion & Diversity initiatives.

Ranked Top Workplaces

Newsweek’s America’s Greatest Workplaces

Recognized as one of America’s Greatest Workplaces for Diversity by Newsweek in 2024.

Our diversity and inclusion strategy is to continue to build a diverse and inclusive team and drive a culture that values respect, inclusion and engagement.

Articles

Active Projects