Vice President, Customer Insights and Journeys

Job Title: Vice President, Customer Insights and Journeys

Work Place Flexibility: Onsite 

Legal Entity: Entergy Services, LLC 

Job Summary/Purpose

The VP, Customer Insights and Journeys is responsible for developing and executing strategies to enhance customer experience through actionable insights, seamless customer journeys, and data-driven decision-making. Reporting to the Chief Customer Officer, this role ensures the voice of the customer is represented across the organization, driving customer-centricity and delivering improvements in Net Promoter Score (NPS) and journey satisfaction.

 

Job Duties/Responsibilities

Customer Insights & NPS 

• Execute required residential and commercial NPS surveys, analyze data, and communicate monthly/quarterly results. 
• Translate complex data into meaningful insights that inform business strategies, including marketing, product development, and customer engagement. Collaborate with operational companies (OpCos) to alignment on NPS priority areas. 

Customer Journey Management 

• Lead the development and execution of a customer journeys. 
• Manage cross-functional teams to identify frictions and deliver end-to-end journey improvements. 
• Partner with key stakeholders, including IT, Power Delivery, and OpCos, to enhance and optimize customer journeys. 
• Continuously enhance journey performance through data/system analysis and feedback loops. 

Data Analytics & Continuous Improvement 

• Build and maintain robust data analytics capabilities to understand customer inputs and outcomes. 
• Establish single sources of truth for customer and operational data using LEAN principles. 
• Promote data-driven decision-making by creating visual management tools and actionable dashboards. 
• Collaborate across enterprise to automate and enhance reporting capabilities across customer insights.

Customer-Centricity 

• Gather and share the voice of the customer across the organization, promoting customer-focused strategies. 
• Identify and adopt best practices within and outside the industry to improve customer experience. 
• Foster alignment around customer-centric initiatives and ensure the organization meets customer needs effectively. 

Strategic Leadership 

• Develop comprehensive strategies to drive customer outcomes in focus areas
• Influence business planning and prioritization activities, ensuring alignment with customer-focused goals. 
• Develop high-performing teams in a collaborative and inclusive environment. 
• Proactively address emerging customer experience threats and opportunities. 
• Manage budgets and resources effectively to achieve key objectives. 

 

Minimum Requirements

Minimum education required of the position:

• Bachelor’s degree in Business Administration, Engineering, Economics, Public Administration, or a related field. 
• Master’s degree or MBA strongly preferred. 

 

Minimum experience required of the position:

• 12+ years in leadership roles, with