Lead Products & Services Manager - Customer Lifecycle Strategy & Growth

Duke Energy; Saint Petersburg (FL); Hybrid; USD 110,000 - 170,000; Full time

Job summary

Duke Energy is expanding Residential Solutions with a focus on leading the customer lifecycle strategy and growth. The role oversees onboarding, engagement, retention, loyalty, and long-term value across a new customer platform.

You will partner with Marketing, Product, Digital, and Operations to shape journeys, measure success, and drive platform adoption while advocating for the customer at every step.

Qualifications

• Bachelor's degree in a related field is required or equivalent experience.
• Minimum 5 years of related experience; 7 years with an Associate's degree.
• Experience with customer lifecycle management and VoC programs.
• Strong analytical and communication skills are essential.

Responsibilities

• Lead development and optimization of customer lifecycle strategies for the new platform.
• Develop and optimize customer journeys to increase adoption, engagement, retention, and lifetime value.
• Collaborate with Marketing, Product, Digital, Technology, Customer Care, Analytics, and Operations.
• Analyze data to identify trends, opportunities, and customer needs to inform strategy.
• Manage vendor and agency relationships with quality and performance alignment.

Skills

Customer lifecycle

Stakeholder mgmt

Data analysis

Strategy development

Cross-functional collab

Project management

Vendor management

VoC programs

Communication

Presentation skills

Education

Bachelor's degree (Engineering/Business/Finance)

Associate's degree +7 years

HS diploma +9 years

Tools

Microsoft Office

CoPilot

CRM software

Job description

More than a career - a chance to make a difference in people's lives.

Build an exciting, rewarding career with us - help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

Job Summary

Residential Solutions is the non-regulated business of Duke Energy that sells and administers Home Protection Plans to residential customers. As the business is expanding and a new platform is being developed to support new business models and customers, we are looking to fill a role with focus on leading the customer lifecycle strategy and growth.

Responsibilities

• Lead the development, implementation, and continuous improvement of customer lifecycle strategies for the new customer platform, with a focus on customer onboarding, engagement, retention, loyalty, advocacy, and long-term growth.
• Develop and optimize customer journeys and customer experience strategies that increase platform adoption, customer satisfaction, engagement, retention, and customer lifetime value.
• Identify opportunities to enhance customer experiences across key customer touchpoints and lifecycle stages, and facilitate the implementation of improvements that drive customer and business value.
• Partner with internal stakeholders to support customer acquisition, onboarding, activation, engagement, and retention initiatives while ensuring alignment with broader business objectives.
• Analyze customer, market, and operational data to identify trends, opportunities, and customer needs, and develop strategies and recommendations that improve customer outcomes and business performance.
• Lead and facilitate customer journey mapping, lifecycle planning, and customer experience optimization efforts that support ongoing platform growth and evolution.
• Collaborate with internal stakeholders, research partners, and external vendors to gather and leverage customer insights, market research, and voice-of-customer feedback to inform business decisions and customer experience strategies.
• Support the development and evolution of customer insight capabilities, customer research initiatives, and customer experience best practices across Residential Solutions.
• Develop and evaluate key performance metrics related to customer onboarding, adoption, engagement, retention, loyalty, satisfaction, and other business objectives. Measure performance and recommend actions to drive continuous improvement.
• Work with internal stakeholders and external partners to evaluate new capabilities, technologies, customer solutions, and engagement opportunities that support platform growth, innovation, and customer value.
• Lead through influence across a matrixed organization by building strong partnerships with Marketing, Product, Digital, Technology, Customer Care, Analytics, Operations, and other business stakeholders.
• Manage and coordinate vendor and agency relationships, including performance management, deliverables, reporting, quality standards, and alignment to business and customer objectives.
• Serve as a customer advocate by promoting a customer-centric approach to decision-making and ensuring customer needs are reflected in strategies, initiatives, and platform enhancements.
• Provide leadership, guidance, and mentorship to team members and stakeholders by sharing expertise, best practices, and recommendations that enhance customer experience and business performance.
• Maintain awareness of industry trends, emerging technologies, customer expectations, and competitive activities to identify opportunities that support strategic growth and innovation for the new customer platform

Basic/Required Qualifications

• Bachelor's Degree in Engineering, Business, Finance, or other related degree
• Minimum 5 years related working experience or
• Associate's degree and 7 years of related experience
• In lieu of bachelor's/associates degree, a High School Diploma/GED and 9 years of related work experience

Preferred Qualifications

• Master's Degree in Business Administration (MBA), Marketing, Customer Experience, Product Management, Engineering, or related field.

Additional Preferred Qualifications

• Strong customer-centric mindset with demonstrated ability to translate customer needs and insights into business recommendations and actionable strategies.
• Experience developing and measuring customer experience, engagement, retention, adoption, or satisfaction initiatives.
• Knowledge of customer journey management, Voice of Customer (VoC) programs, customer research methodologies, and customer lifecycle strategies.
• Experience analyzing customer, operational, and business performance data to identify trends, opportunities, and recommendations for improvement.
• Proficiency with Microsoft Office (Including CoPilot) applications and experience creating executive-level presentations and business recommendations.
• Proven project, program, and stakeholder management skills.
• Demonstrated ability to learn new systems, technologies, and processes.
• Strong analytical, problem-solving, communication, presentation, facilitation, and relationship-building skills.
• Experience working collaboratively across Marketing, Product, Digital, Technology, Operations, Analytics, or Customer Care functions.
• Experience working with digital products, customer platforms, mobile applications, subscription-based services, loyalty programs, or customer engagement solutions.
• Home services, consumer services, or retail service business experience preferred.
• Demonstrated ability to build relationships and influence decision-making across all levels of an organization.
• Experience leading complex cross-functional initiatives and influencing stakeholders without direct authority.
• Experience managing multiple priorities, projects, and stakeholder relationships in a dynamic environment.
• Experience with customer lifecycle management, customer journey mapping, customer engagement, retention, loyalty, or customer experience strategy.
• Experience supporting the launch, growth, or optimization of digital products, platforms, customer programs, or customer-facing experiences.
• Experience working with external vendors, agencies, consultants, or strategic partners.
• Experience leveraging customer insights, market research, and analytics to drive business decisions and customer-focused strategies.

Working Conditions

• Hybrid - Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees should live within a reasonable commute to the designated Duke Energy facility.
• Office Environment

Travel Requirements

5-15% Relocation Assistance Provided (as applicable) No Represented/Union Position No Visa Sponsored Position No. This is not a Visa Sponsored Position. This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.

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