Voice of the Customer (VOC) Specialist

Date: May 17, 2023

Location(s): Juno Beach, FL, US, 33408

Company: NextEra Energy

is the world's largest generator of renewable energy from the wind and sun, and a world leader in battery storage. We provide energy-related products and services that grow our economy, protect the environment, support our communities and help customers meet their energy needs. We are leading the decarbonization of the U.S. economy with our goal to reach Real Zero carbon emissions from our operations by 2045 while improving customer affordability and reliability. Are you interested in creating a cleaner environment for future generations? Join our world-class, innovative team today.

Position Specific Description

Position Specific Description

The Customer Success / Customer Experience team at EverBright is looking for a highly motivated customer experience and operations professional to lead its strategic initiatives around customer-centered design, customer journey creation and implementation, Voice of the Customer (VOC) reporting, and any additional efforts that help improve the customer experience. The ideal candidate is a team player with a collaborative mindset, has a proven history of creative problem solving, and possesses strong project management skills. The ideal candidate will have experience analyzing Net Promoter Score (NPS) results.

Job Overview

Employees in this role lead the development, implementation, and ongoing management of customer experience strategies to increase and improve service levels, customer retention, efficiencies, and profitability across all business lines. Individuals will act as voice of the customer in all programs and company efforts and owns the overall customer experience. This position works cross functionally and has both a strategic and hands on elements which includes direct customer interactions as well as leading cross functional teams. Employee's success will be measured by improvements in customer value, satisfaction, loyalty (repeat business), and retention.

Job Duties & Responsibilities

• Leads cross functional team to develop and implement comprehensive customer experience model

• Implements means to cost effectively measure customer satisfaction across all business lines

• Designs and supports user experiences, system enhancements and process changes as well as develops requirements, performs system testing and ensures business goals are met

• Acts as a change agent by engaging stakeholders cross functionally and advocating for improvements and adoption of changes Leads customer retention initiatives across all business lines

• Coordinates across sales, marketing, operations, and customer service to manage all customer interactions

• Develops customer life cycle touch point maps to drive customer processes

• Develops and implement ongoing plan to capture voice of customer and use findings to drive improvements

• Interacts with customers to improve customer satisfaction and retention

• Performs other job-related duties as assigned

Required Qualifications

• High School Grad / GED

• Bachelor's or Equivalent Experience

• Experience: 2+ years

Preferred Qualifications

• Bachelor’s Degree

Job Overview

Employees in this role lead the development, implementation, and ongoing management of customer experience strategies to increase and improve service levels, customer retention, efficiencies,and profitability across all business lines. Individuals will act as voice of the customer in all programs and company efforts and owns the overall customer experience. This position works cross functionally and has both a strategic and hands on elements which includes direct customer interactions as well as leading cross functional teams. Employee's success will be measured by improvements in customer value, satisfaction, loyalty (repeat business), and retention.

Job Duties & Responsibilities

• Leads cross functional team to develop and implement comprehensive customer experience model

• Implements means to cost effectively measure customer satisfaction across all business lines

• Designs and supports user experiences, system enhancements and process changes as well as develops requirements, performs system testing and ensures business goals are met

• Acts as a change agent by engaging stakeholders cross functionally and advocating for improvements and adoption of changes

• Leads customer retention initiatives across all business lines

• Coordinates across sales, marketing, operations and customer service to manage all customer interactions

• Develops customer life cycle touch point maps to drive customer processes

• Develops and implement ongoing plan to capture voice of customer and use findings to drive improvements

• Interacts with customers to improve customer satisfaction and retention

• Performs other job-related duties as assigned

Required Qualifications

• High School Grad / GED

• Bachelor's or Equivalent Experience

• Experience: 2+ years

Preferred Qualifications

• Bachelor’s Degree

Employee Group: Exempt

Employee Type: Full Time

Job Category: Customer Service

Organization: NextEra Energy Resources, LLC

Relocation Provided: Yes, if applicable

Where permitted by applicable law, NextEra Energy requires all employees and new hires to be fully vaccinated for COVID-19 or be willing to receive the COVID-19 vaccination on or before the first day of employment.

NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.

NextEra Energy and provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.

NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies . Please see ourfor more information.

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