Principal Customer Experience Analyst

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 Principal Customer Experience Business Analyst will be responsible for designing, measuring, and continuously improving the end‑to‑end customer experience across all customer touchpoints. This role combines customer insights, service quality, and process improvement to reduce complaints, increase satisfaction, and drive loyalty.

 

This role will work cross-functionally to understand the voice of the customer, improve processes that cause friction, and ensure that frontline teams deliver consistent, high‑quality experiences aligned with our brand and regulatory requirements.

 

Customer Experience Strategy & Leadership

• Translate company goals into clear CX and quality objectives, metrics, and action plans.
• Serve as a champion for the customer in cross‑functional discussions and decision‑making.
• Identify and prioritize high‑impact initiatives that will improve satisfaction, loyalty, and reduce complaints.

 

Service Quality & Process Improvement

• Define and maintain quality standards for customer interactions (calls, chat, email, digital, field, etc.).
• Lead or support continuous improvement efforts to remove defects and reduce effort for customers.
• Work with operations, product, billing, and technology teams to implement improvements that drive measurable CX and efficiency gains.

 

Metrics, Reporting & Analysis

• Collect and analyze customer feedback from surveys, reviews, complaints, and social media.
• Track and report on key customer experience metrics (NPS, CSAT, churn rates) to measure customer satisfaction.
• Identify trends, pain points, opportunities, and actionable insights to improve customer satisfaction and loyalty.

 

Customer Journey Design & Experience Optimization

• Map key customer journeys (e.g., onboarding, billing, service changes, outages/issues, renewals) to identify friction and improvement opportunities.
• Translate customer insights into business requirements.
• Partner with Product, Marketing, Operations, and Digital teams to design and test improved experiences, including self‑service options.
• Ensure that changes in products, pricing, and policies are reflected in clear customer communications and frontline guidance.
• Manage implementation of customer experience initiatives and test new improvements.

 

Reporting & Recommendations

• Present findings and recommendations to leadership.
• Build business cases for customer experience investments based on ROI analysis.
• Monitor the impact of implemented changes.

 

Key Skills:

Strong analytical abilities, proficiency with CX analytic tools, data visualization, communication skills, empathy for customers, and understanding of business operations.

 

Desired Skills:

• Project management
• Customer journey mapping
• User experience design and improvement
• Developing and enhancing customer-facing content (e.g. onboarding materials such as welcome letters)
• Implementing process improvement initiatives that reduce or eliminate pain points for customers

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. Cli