** Senior Associate, Customer Experience**

Date: Jan 27, 2022 Location: Houston, TX, US, 77002 Pittsburgh, PA, US, 15222

Company: NRG At NRG, were bringing the power of energy to people and organizations by putting customers at the center of everything we do. We generate electricity and provide energy solutions and natural gas to millions of customers through our diverse portfolio of retail brands. A Fortune 500 company, operating in the United States and Canada, NRG delivers innovative solutions while advocating for competitive energy markets and customer choice, working towards a sustainable energy future. More information is available at . Connect with NRG on Facebook, LinkedIn and follow us on Twitter @nrgenergy.

**Job Summary:**

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

This role will be responsible for ensuring a rich experience for our business customers and brokers to manage their NRG online account, access operational and industry information and discover new products and services. It includes maintaining the portals roadmap for enhancement and keeping the customers needs at the forefront. This position can be located in Houston, TX or Pittsburgh, PA office.

**Essential Duties/Responsibilities:**

* Contributes to the development of the customer portal strategy

* Ensures the alignment of the customer portal strategy to our broader CX strategy and defined customer journeys

* Proposes 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

* Act as project manager for small enhancement work; leading a cross functional team with customer experience, sales operations, IT, and marketing

* Write creative briefs and give feedback on asset designs to our internal design team and developers

* Participates in testing for UX and IT solutions

* Responsible for key metric development, program analysis, reporting management and end to end project management.

* Serve as business subject matter expert and provide business requirements that will inform IT system requirements and build out

* Serve as a liaison to the Digital Experience Team & IT to ensure that the customers perspective is represented and advocated for in the UX/UI

* Monitors analytics of customer portal by delivering reports and dashboards

* Measures engagement, success and optimization of enhancements and fixes to the customer portal

**Working Conditions:**

* Open office environment.

* Some overtime required as special projects arise.

* Minimal Travel

**Minimum Requirements:**

* Bachelors degree from an accredited four-year college or university

* 3 or more years experience in digital strategy with a focus on customer experience and customer service operations

* 2 or more years of program management experience with the ability to guide projects from strategy to implementation

* As a part of the NRG commitment to the health, safety and well-being of our employees, customers and the community, this role requires weekly COVID-19 testing for employees who are not fully vaccinated

**Preferred Qualifications:**

* Bachelors degree preferably in Business, Marketing, Communications or related field

* Experience delivering a digital user experience while streamlining processes and driving operational improvement

* Data-driven individual with experience in developing and measuring KPIs and other critical metrics

**Additional Knowledge, Skills and Abilities:**

* Self-starting, intellectually curious, and creative individual operating in ambiguity

* Experience with analytics and data with strong learning agility and problem-solving skills

* Excellent organizational, written and oral communication skills

* Comfortable working in a Matrix environment and driving results cross functionally

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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 )

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

Official description on file with Human Resources

**Nearest Major Market:** Houston