Lead Channel Agent Experience Specialist

Requisition ID: 79949

NextEra Energy Resources is the world's largest generator of renewable energy from the wind and sun, and a world leader in battery storage. We provide energy-related products and services that grow our economy, protect the environment, support our communities and help customers meet their energy needs. We are leading the decarbonization of the U.S. economy with our goal to reach Real Zero carbon emissions from our operations by 2045 while improving customer affordability and reliability. Are you interested in creating a cleaner environment for future generations? Join our world-class, innovative team today.

Position Specific Description

This position will be on site/hybrid out of our HQ in Juno Beach, FL

The Customer Experience and Success team at EverBright is seeking a proactive individual to lead strategic initiatives focused on agent experience and channel management.

As the Lead Channel Manager - Agent Experience Specialist, you will oversee the development and execution of strategies aimed at optimizing the agent journey. Your responsibilities will include refining processes, implementing best practices, and leveraging technology to enhance agent engagement and satisfaction. Working closely with cross-functional teams, you will identify opportunities for improvement and drive the implementation of solutions to enhance operational efficiency and drive business results. Your leadership will be critical in fostering strong relationships with channel partners and maximizing the performance of our agent network.

Job Overview

Employees in this role lead the development, implementation, and ongoing management of customer experience strategies to delight customers, improve service levels, ensure customer retention, efficiencies, and increase profitability across all business lines. This position works cross functionally and has both strategic and tactical elements, including, but not limited to process improvements, customer interactions, technology assessments, benchmarking, research analysis, and change management.

Job Duties & Responsibilities

• Drives key initiatives that deliver exceptional customer experiences

• Establishes processes, methodologies, and benchmarks for customer experience analytic

• Serves as a subject matter expert to design and support user experiences, system enhancements and process changes as well as develops requirements, performs system testing and ensures business goals are met

• Acts as a change agent by engaging stakeholders cross functionally and advocating for improvements and adoption of changes

• Extracts and manipulates data, conducts analysis, determines conclusions, and communicates insights and actionable recommendations on the customer experience to the working team and senior leadership

• Creates ideal state customer journeys and collaborates with functional areas and owners to execute the optimal vision

• Monitors journey performance across channels and ensures it reinforces the customer experience vision

• Develops and implements ongoing plan to capture voice of customer and uses findings to drive improvements

• Leads customer retention initiatives across all business lines

• Interacts with customers to improve customer satisfaction and retention

• Performs other job-related duties as assigned

Required Qualifications

• Bachelor's Degree

• Experience: 6+ years

Preferred Qualifications

• Supervisor/Management Experience: 1+ years

Job Overview