Principal Customer Experience Analyst

Job description

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...