NextEra Energy

Principal Web Conversion Optimization & Digital Customer Experience

NextEra Energy • $100K — $130K *
Houston, TX 77084In-Person
Consumer Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 7+ years of experience in customer experience strategy and analytics.
  • Proficiency in Google Analytics or Adobe Analytics for data analysis.
  • Strong analytical and problem-solving skills with a focus on data-driven insights.
  • Experience with reporting and visualization tools such as Looker Studio and Power BI.
  • Ability to translate complex data into actionable customer outcomes.

Responsibilities

  • Design and implement an AI-enabled customer experience strategy.
  • Identify technology-driven solutions to enhance personalization and reduce friction.
  • Collaborate with cross-functional teams to guide AI solution development.
  • Define quality standards for customer interactions across all channels.
  • Analyze web metrics to assess campaign performance and conversion rates.
  • Lead initiatives to enhance customer insights using advanced analytics.
  • Map and refine customer journeys to optimize experiences.

Benefits

  • Comprehensive health and wellness benefits.
  • Flexible work arrangements to support work-life balance.
  • Professional development and education support programs.
  • Relocation assistance provided if applicable.
Full Job Description
Requisition ID: 96330

Position Specific Description

The Principal, Web Conversion Optimization & Digital Customer Experience is responsible for designing, delivering, and continuously improving the end-to-end customer experience through AI-enabled solutions, advanced web analytics, and data-informed insights. This role bridges customer journey strategy with digital measurement, translating complex data and customer signals into actionable recommendations that drive conversion, reduce friction, and improve long-term loyalty.

This leader will work cross-functionally with Technology, Data, Digital, Marketing, Operations, and Product teams to deploy intelligent capabilities, govern digital measurement infrastructure, and ensure business decisions are grounded in rigorous, real-time analysis.

Key Responsibilities

Customer Experience Strategy & Leadership
  • Translate company and customer experience goals into a clear AI-enabled CX strategy, including objectives, success metrics, and prioritized roadmaps.
  • Identify, evaluate, and prioritize high-impact opportunities where technology-driven solutions can reduce customer friction, improve personalization, and proactively address customer needs.
  • Partner with Technology, Data, Digital, Operations, and Product teams to shape requirements and guide AI solution development from concept through deployment.

Service Quality & Process Improvement
  • Define and evolve quality standards for customer interactions across all channels (calls, chat, email, digital, field, self-service).
  • Lead or support continuous improvement initiatives that use technology to eliminate defects, reduce rework, and lower customer effort.
  • Drive adoption of AI capabilities - including conversational AI, sentiment analysis, predictive issue detection, and intelligent workflows - to improve both customer and employee experiences.

Web Analytics, Measurement & Reporting
  • Develop and manage the web analytics reporting function from lead generation to sale, including KPIs, conversion tracking, and attribution models to accurately assess marketing channel and campaign performance.
  • Develop and maintain executive-ready dashboards and scorecards, including weekly web sales funnel performance and marketing channel attribution.
  • Conduct deep-dive analyses to identify trends, opportunities for optimization, and areas of underperformance.
  • Drive closed-loop reporting to ensure full visibility from lead to opportunity to revenue.
  • Support business strategy evolution by providing custom reporting to support "what-if" analysis.

Clickstream Data Governance & Tagging
  • Provide end-to-end support of the clickstream data lifecycle (requirements gathering, tagging, UAT, QA, data integration, and validation).
  • Implement and improve website tagging processes; assist with all QA tagging efforts across the site.
  • Serve as internal consultant on clickstream and web analytics capabilities and site tagging requirements.
  • Serve as technical lead on media tagging and tracking, including establishing, managing, and consulting on UTM parameter structure and implementation for accurate channel attribution.

Customer Insights & Intelligent Reporting
  • Leverage AI and advanced analytics to collect, synthesize, and interpret customer feedback from surveys, complaints, interactions, reviews, and social channels.
  • Identify patterns, root causes, and emerging trends across the customer journey to inform experience design.
  • Translate insights into clear, actionable recommendations for business and technology teams.

Customer Journey Design & Experience Optimization
  • Map and continuously refine key customer journeys (e.g., onboarding, billing, service changes, outages/issues, renewals) to identify friction.
  • Partner with Product, Marketing, Operations, Digital, and Technology teams to design, test, and scale improved experiences, including intelligent self-service and personalization.
  • Support on-site A/B testing and experimentation efforts to improve step-funnel conversion and inform more compelling ad creative.
  • Lead implementation, testing, and measurement of customer experience initiatives.

Executive Reporting, Governance & Value Realization
  • Present insights, recommendations, and CX outcomes to senior leadership.
  • Build business cases for customer experience and AI investments, grounded in ROI, customer impact, and operational benefits.
  • Monitor performance and outcomes of implemented solutions, ensuring continuous optimization and alignment with customer needs.
  • Manage stakeholder relationships to ensure the right data reaches the right people in an actionable format.


Desired Skills
  • Strong analytical and problem-solving skills, with experience leveraging data and AI to drive customer experience improvements.
  • Proven knowledge managing large-scale data and analytics projects.
  • Experience with Google Analytics (preferred) or Adobe Analytics for data collection and analysis.
  • Proficiency with reporting and visualization tools such as Looker Studio, Power BI, and digital marketing platform-specific dashboards.
  • Ability to translate complex data and AI concepts into clear business and customer outcomes.
  • Proven experience in data-stitching and synthesizing data from disparate sources to create deeper insight value.
  • Deep empathy for customers and strong understanding of end-to-end business operations.
  • Ability to communicate analyses, findings, conclusions, and recommendations to marketing and operating stakeholders.
  • Customer journey mapping and experience design
  • Project and change management
  • Applied AI and analytics in customer experience environments
  • UX and service design
  • Development of customer-facing and frontline enablement content
  • Leading cross-functional initiatives that reduce customer pain points through automation and intelligence
  • Experience integrating AI into analytics and marketing initiatives


Job Overview

Employees in this role are the recognized experts within the organization and area of focus. Employees in this job provide expertise and strategic focus needed to conduct complex operational analyses that support informed decision making within the business unit.

Job Duties & Responsibilities

  • Conducts analyses and prepares reports that provide operational and/or technical support to business operations
  • Conducts quantitative and qualitative research to support small to medium special projects
  • Assists with process design and modification for continuous business improvement
  • Directs, mentors and coaches lower level analysts
  • Performs other job-related duties as assigned


Required Qualifications

  • High School Grad / GED
  • Bachelor's or Equivalent Experience
  • Experience: 7+ years


Preferred Qualifications

  • Bachelor's Degree


NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click here to learn more.

Employee Group: Exempt
Employee Type: Full Time
Job Category: Finance, Accounting & Business Analytics
Organization: Gexa Energy, LP
Relocation Provided: Yes, if applicable

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About NextEra Energy

A growth-oriented limited partnership formed by NextEra Energy, Inc., NextEra Energy Partners, LP (NYSE: NEP) acquires, manages, and owns contracted clean energy projects with stable, long-term cash flows. They own interests in wind and solar projects in North America, as well as natural gas infrastructure assets in Texas. Renewable energy projects are fully contracted, use technology, and are located in regions that are favorable for generating energy from the wind and sun. The seven natural gas pipelines in the portfolio are all strategically located, serving power producers and municipalities in South Texas, processing plants and producers in the Eagle Ford Shale, and commercial and industrial customers in the Houston area. The NET Mexico Pipeline, the largest pipeline in the portfolio, provides a critical source of natural gas transportation for low-cost, U.S.-sourced shale gas to Mexico.

NextEra Energy Careers

Join the dynamic team at NextEra Energy, the world’s leading generator of renewable energy from the wind and sun, and a leader in battery storage. At NextEra Energy, we are committed to providing top-tier job opportunities that foster professional growth and innovation in the energy sector.

Work You’ll Do

Embark on a fulfilling career with NextEra Energy, where we offer a variety of job opportunities across multiple disciplines. Whether you're interested in engineering, business development, or environmental stewardship, you will find a position that aligns with your skills and passions. Our team is at the forefront of transforming the energy industry, making it cleaner and more sustainable.

Innovate and Lead

At NextEra Energy, innovation and leadership go hand in hand. Join our team and collaborate with some of the brightest minds in the industry. Our leadership is committed to fostering a culture of innovation that encourages new ideas and solutions. As part of our team, you will have the opportunity to lead projects that make a real impact on our future.

Grow Your Career

NextEra Energy is not just a company; it's a place where you can grow your career. With our extensive range of professional development and diversity training programs, you will have the tools and resources to thrive. Our commitment to your growth is reflected in our robust benefits package, designed to support you both professionally and personally.

Internship Opportunities

Kickstart your career with a NextEra Energy internship. Our internships provide invaluable workplace experience and a chance to see if a career in the energy sector is right for you. You’ll work alongside experienced professionals, gaining the skills and insights that will benefit you as you move forward in your career journey.

Be Part of Our Team

NextEra Energy is looking for passionate, curious, and innovative team players. Explore job opportunities and join a company that values diversity, leadership, and professional growth. Our team members are our greatest asset, and we strive to maintain a culture that celebrates diversity, equity, and inclusion.

Stay Connected

Keep up to date with the latest at NextEra Energy: - **Explore Careers**: Search open positions that match your skills and interests. We are always on the lookout for talented individuals who are eager to contribute to our mission and vision. - **Networking and Professional Development**: Engage with us through various networking events, professional groups, and social platforms. Connect with other professionals who share your passion for renewable energy and environmental sustainability.

Apply Now

Ready to make a difference? Submit your resume, complete your application, prepare for your interview, and join NextEra Energy. Discover the exciting and rewarding career opportunities that await at one of the most respected companies in the energy sector.

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Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Stay informed about new employment opportunities and industry trends with NextEra Energy. At NextEra Energy, we empower our employees to drive change and push the boundaries of what is possible in the energy industry. Join us and transform the way the world generates and uses energy.
Learn more about NextEra Energy
Size
15,000 employees
Market Cap
$6.1 billion
Industry
Energy & Utilities
Net Income
-$51 million
Founded
2014
5 Year Trend
+4.9%
Revenue
$917 million
NASDAQ
NEE
* Ladders Estimates

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