Customer Experience Program Lead — Roadmaps & ROI

Entergy; New Orleans (LA); On-site; USD 105,000 - 130,000; Full time

Job summary

Entergy is seeking a Program Manager for Customer Experience Initiatives to design, implement, and optimize residential customer programs across billing, payments, outage communications, and affordability challenges. You will build roadmaps, define KPIs, and drive measurable improvements in the customer journey through cross-functional collaboration with regulatory and leadership teams.

You will develop compelling business cases, secure senior leadership buy-in, and manage program delivery with

Qualifications

• Strong communication and collaboration with stakeholders
• Proven ability to build business cases and secure executive buy-in
• Experience in customer experience management or program management
• Proficiency with data analytics and project management tools

Responsibilities

• Develop customer program roadmaps with long-term goals and KPI milestones
• Build comprehensive business cases including ROI, benefits, and risks
• Implement and oversee initiatives with cross-functional teams and executive support
• Engage internal and external stakeholders and communicate program updates and impact
• Deliver programs on time, within scope, and with continuous improvement

Skills

Communication

Stakeholder management

Agile methodology

Cross-functional collaboration

Education

Bachelor's degree in business/marketing or related field

Master's degree or program management certification

Tools

CRM software

Data analytics tools

Project management software

Job description

Entergy is seeking a Program Manager for Customer Experience Initiatives to design, implement, and optimize residential customer programs across billing, payments, outage communications, and affordability challenges. You will build roadmaps, define KPIs, and drive measurable improvements in the customer journey through cross-functional collaboration with regulatory and leadership teams.

You will develop compelling business cases, secure senior leadership buy-in, and manage program delivery with