Senior Marketing Associate, Customer Experience Specialist

3 weeks ago


Houston, Texas, United States NRG Energy Full time
Job Summary

NRG Business serves businesses large and small by delivering customized energy solutions that fit their unique needs, situations, and energy goals.

Key Responsibilities
  • Contribute to the development of the customer portal strategy, ensuring alignment with the broader CX strategy and defined customer journeys.
  • Propose system enhancements that support business goals, improve user experience, and overall customer satisfaction.
  • Actively gather customer feedback and activate those insights to identify enhancement opportunities.
  • Lead cross-functional teams to manage small enhancement projects, collaborating with customer experience, sales operations, IT, and marketing.
  • Write creative briefs and provide feedback on asset designs to the internal design team and developers.
  • Participate in testing for UX and IT solutions, ensuring seamless customer experience.
  • Develop key metrics, analyze programs, manage reporting, and oversee end-to-end project management.
  • Serve as a business subject matter expert, providing business requirements that inform IT system requirements and build out.
  • Act as a liaison to the Digital Experience Team & IT, ensuring the customer's perspective is represented and advocated for in the UX/UI.
  • Monitor analytics of the customer portal, delivering reports and dashboards to measure engagement, success, and optimization of enhancements and fixes.
Requirements
  • Bachelor's degree from an accredited four-year college or university.
  • 3+ years of experience in digital strategy with a focus on customer experience and customer service operations.
  • 2+ years of program management experience, guiding projects from strategy to implementation.
  • Ability to work in a matrix environment, driving results cross-functionally.


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