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CUSTOMER INSIGHTS & STRATEGY MANAGER


NRG is the leading integrated power company in the U.S., built on the strength of our diverse competitive electric generation portfolio and leading retail electricity platform. A Fortune 500 company, NRG creates value through best-in-class operations, reliable and efficient electric generation, and a retail platform serving residential and commercial businesses. Working with electricity customers large and small, we implement sustainable solutions for producing and managing energy, developing smarter energy choices and delivering exceptional service as our retail electricity providers serve almost three million residential and commercial customers throughout the country.

More information is available at www.nrg.com. Connect with NRG Energy on Facebook and follow us on Twitter @nrgenergy.

Job Summary

The Customer Insights & Strategy Manager is responsible for developing customer relationships that promote loyalty and retention. This candidate will drive the customer journey and overall customer experience. They will own all customer communications, contact strategy, and voice of the customer insight.

 

Job Responsibilities

  • The measure, track and drive customer satisfaction and advocacy throughout the lifecycle, as measured through net promoter score.
  • Develop the ideal customer journey, incorporating concepts of reachability, the convenience of service, personalization, ease of use, and flexibility.
  • Prioritizes the most critical gaps in providing an enjoyable customer experience; leads the development of a roadmap to address root-causes and redesign journeys --analyzing and identifying opportunities to improve the customer experience.
  • Develop KPIs, Client Service Level Agreements and provide Quarterly Business Reviews.
  • Experience sourcing, selecting and managing outsourced vendors and platforms to conduct both qualitative and quantitative research.
  • Works directly with the cross-functional team to baseline/measure our current experience, from lead conversion to post-product/service installation/flow.
  • Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service.
  • Will be responsible for creating and maintaining product/services content, chatbot content.
  • Utilize social media platforms to listen and help resolve issues and provide quick response to customer inquiries.
  • Works closely with Strategic Marketing Managers, Sales and Customer Care teams to ensure customers are satisfied with our products and services.

 

Minimum Requirements

  • Bachelor’s Degree
  • Minimum of 5 years of experience in customer service or marketing
  • Minimum of 2 years of supervisory experience
  • Previous experience working on Customer Experience initiatives
  • Must be a highly disciplined, self-starter and leader with the ability to execute on assignments independently
  • Knowledge of customer service practices
  • Must be proficient in Microsoft Office

 

Preferred Qualifications

  • 8 plus years of experience in customer service or marketing
  • Previous B2B experience
  • Previous experience in the Energy industry


NRG Energy is committed to a drug and alcohol free workplace.  To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability
EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Human Resources

Company
nrg
Posted
09/19/2018
Type
Full time
Location
Houston, TX 77001, US