Customer Experience Lead

Customer Experience Lead

Date: May 19, 2026
Location(s): Houston, TX, US, 77002
Company: NextEra Energy
Requisition ID: 93621 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
Job Overview

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.
Job Duties & Responsibilities

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
Required Qualifications

High School Grad / GED Bachelor's or Equivalent Experience Experience: 7+ years
Preferred Qualifications

Bachelor's Degree
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: Yes, if applicable
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, consistent with federal, state, and local laws. To request a reasonable accommodation, please send an e-mail to recruiting-coordinator.sharedmailbox@nexteraenergy.com, providing your name, telephone number and the best time for us to reach you.