Customer Experience Program Manager

Customer Experience Program Manager

The Customer Experience Initiatives team is responsible for driving measurable improvements in prioritized areas of customer experience through a structured, programmatic approach. By analyzing customer data and insights, the team identifies the highest-impact areas for enhancement and develops targeted initiatives to address these pain points. The team's efforts lead to smoother, more intuitive interactions across all customer touchpoints, increased customer satisfaction through reduced friction and better understanding of customer needs, and higher scores on key metrics like Net Promoter Score. This data-driven, standardized approach to customer experience improvements allows the team to prioritize, plan, and execute initiatives in a strategic and efficient manner, positioning the organization as a leader in delivering exceptional customer experiences.

The Customer Experience Program Manager is responsible for designing, implementing new customer programs and optimizing existing programs that enhance the overall experience of residential customers. This role ensures that customer-facing initiatives align with organizational goals, regulatory requirements, and best practices to deliver seamless, efficient, and customer-centric solutions. This position will manage and improve current residential customer programs associated with billing, payment, outage communications and affordability challenges for our customers. Development of customer program roadmaps that result in the execution of customer experience initiatives that drive strategic business impact.

Job Duties/Responsibilities

• Develop customer program roadmaps: Establish long-term goals for customer programs, prioritize initiatives based on customer needs, regulatory requirements, and business objectives.
• Build the Business Case: Develop a comprehensive business case that outlines the strategic rationale, expected benefits, costs, and risks associated with the customer experience initiatives. Quantify the return on investment (ROI) and other financial and non-financial benefits of the proposed initiatives. Identify the key performance indicators (KPIs) that will be used to measure the success of the customer experience initiatives.
• Implement Solutions: Secure the necessary funding, buy-in, and support from senior leadership and other key decision-makers to execute the customer experience initiatives. Collaborate with customers to co-create solutions through focus groups, pilot programs, and beta testing. Define KPIs and metrics to assess the effectiveness of customer journey improvements and track the impact of the initiatives.
• Stakeholder Engagement and Communication: Engage with key stakeholders, both internal and external, to understand their perspectives, concerns, and expectations. Develop and execute a comprehensive communication plan to effectively convey the rationale, benefits, and impact of the customer experience initiatives. Actively listen to stakeholder feedback and incorporate it into the change management strategy.
• Program Delivery and Continuous Improvement: Ensure the successful delivery of customer experience initiatives within the defined scope, timeline, and budget. Monitor and report on the program's performance, identifying and addressing any issues or risks. Continuously seek opportunities to enhance the customer experience and drive ongoing improvements.

Minimum Requirements

• Bachelor's degree in business, marketing, or a related field. Master's degree or certification in program management is preferred.
• 5 years of experience in customer experience management, program management, or a related field.
• Technical Skills: Strong understanding of customer experience principles, methodologies, and best practices. Proven track record in building business cases, securing executive buy-in, and delivering measurable customer experience improvements. Excellent communication, stakeholder management, and collaboration skills. Proficiency in using customer experience management tools, data analytics, and project management software.

Primary Location: Louisiana-New Orleans || Arkansas : Little Rock || Texas : The Woodlands

Job Function: Corporate

An Equal Opportunity Employer, Minority/Female/Disability/Vets. EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws.