Customer Experience Program Manager

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

Job Summary/Purpose The Customer Experience Initiatives team is responsible for driving measurable improvements in prioritized areas of customer experience through a structured, programmatic approach. By analyzing customer data and insights, the team identifies the highest-impact areas for enhancement and develops targeted initiatives to address these pain points. The team's efforts lead to smoother, more intuitive interactions across all customer touchpoints, increased customer satisfaction through reduced friction and better understanding of customer needs, and higher scores on key metrics like Net Promoter Score. This data-driven, standardized approach to customer experience improvements allows the team to prioritize, plan, and execute initiatives in a strategic and efficient manner, positioning the organization as a leader in delivering exceptional customer experiences. The Customer Experience Program Manager is responsible for designing, implementing new customer programs and optimizing existing programs that enhance the overall experience of residential customers. This role ensures that customer-facing initiatives align with organizational goals, regulatory requirements, and best practices to deliver seamless, efficient, and customer-centric solutions. This position will manage and improve current residential customer programs associated with billing, payment, outage communications and affordability challenges for our customers. Development of customer program roadmaps that result in the execution of customer experience initiatives that drive strategic business impact. This role involves building a compelling business case, aligning initiatives with organizational priorities, and delivering measurable improvements to the customer journey.

Job Duties/Responsibilities

Develop customer program roadmaps: Establish long-term goals for customer programs, prioritize initiatives based on customer needs, regulatory requirements, and business objectives. Work cross-functionally to map dependencies, secure alignment, and plan budgets, timelines, and resources for roadmap execution. Set KPIs, track milestones, and incorporate customer feedback to ensure programs deliver measurable improvements in the customer experience.

Build the Business Case: Develop a comprehensive business case that outlines the strategic rationale, expected benefits, costs, and risks associated with the customer experience initiatives. Quantify the return on investment (ROI) and other financial and non-financial benefits of the proposed initiatives. Identify the key performance indicators (KPIs) that will be used to measure the success of the customer experience initiatives.

Implement Solutions: Secure the necessary funding, buy-in, and support from senior leadership and other key decision-makers to execute the customer experience initiatives. Collaborate with customers to co-create solutions through focus groups, pilot programs, and beta testing. Define KPIs and metrics to assess the effectiveness of customer journey improvements and track the impact of the initiatives.

Stakeholder Engagement and Communication: Engage with key stakeholders, both internal and external, to understand their perspectives, concerns, and expectations. Develop and execute a comprehensive communication plan to effectively convey the rationale, benefits, and impact of the customer experience initiatives. Actively listen to stakeholder feedback and incorporate it into the change management strategy.

Program Delivery and Continuous Improvement: Ensure the successful delivery of customer experience initiatives within the defined scope, timeline, and budget. Monitor and report on the program's performance, identifying and addressing any issues or risks. Continuously seek opportunities to enhance the customer experience and drive ongoing improvements.

Agile Methodology: Utilize agile methodology to iterate quickly and incorporating feedback on deliverables and outputs. Participate in agile project management activities, such as sprint planning, daily standups, and retrospectives, to ensure the timely delivery of data solutions.

Cross Functional Collaboration: Partner with various departments to align on customer experience goals and initiatives. Communicate insights and recommendations to executive leadership to inform strategic decision-making. Foster a customer-centric culture and promote the use of ethnographic research across the organization.

Minimum Requirements

Education: Bachelor's degree in business, marketing, or a related field. Master's degree or certification in program management is preferred.

Experience: 5 years of experience in customer experience management, program management, or a related field.

Technical Skills: Strong understanding of customer experience principles, methodologies, and best practices. Proven track record in building business cases, securing executive buy-in, and delivering measurable customer experience improvements. Excellent communication, stakeholder management, and collaboration skills. Proficiency in using customer experience management tools, data analytics, and project management software.