Sr. Customer Experience Officer  

1. Customer Journey Mapping & Experience Design

• Develop, update, and optimize customer journey maps across major touchpoints (lead generation, onboarding, billing, service requests, renewals, and digital interactions).
• Identify friction points, service gaps, and opportunities to improve customer experience using data and customer insights.
• Collaborate with Sales, Operations, Billing, Digital, and Marketing teams to implement journey improvements.
• Ensure consistency of experience and alignment with service standards and the company’s brand promise.

2. Customer Satisfaction & Retention Monitoring

• Track and analyze customer satisfaction metrics (NPS, CSAT, CES), complaint trends, and service turnaround time.
• Monitor churn and retention rates and support the development of retention programs.
• Conduct customer interviews, surveys, and other feedback activities to understand expectations and pain points.
• Work with business units to strengthen customer engagement at high-impact moments of the journey.

3. Customer Feedback Mechanisms

• Design and execute customer feedback systems (surveys, VOC channels, digital feedback tools, post-interaction evaluations).
• Ensure regular and systematic collection of customer input across touchpoints.
• Maintain a structured approach to capturing, organizing, and analyzing customer feedback.

4. CX Data Analytics & Insight Generation

• Analyze customer experience data to create actionable dashboards and reports.
• Connect CX performance to key business outcomes such as win rate, contract renewal probability, and overall retention.
• Translate insights into recommendations for journey improvements or internal process enhancements.
• Present findings and customer insights to management and cross-functional teams.

5. Cross-Functional Collaboration & Input to Marketing

• Partner with Sales and Marketing to provide customer insights that shape communication plans, engagement activities, and customer education.
• Support digital and product teams with customer data and journey-related insights.
• Serve as an advocate for customer-centric thinking across the organization.

Qualifications

• Bachelor’s degree in Marketing, Business, Communications, or related field.
• Minimum 4 years of experience in Customer Experience, Marketing, or related roles; experience in utilities, energy, or service industries is an advantage.
• Strong analytical and problem-solving skills; ability to turn data into insight and execution plans.
• Experience in customer journey mapping, CX tools, or marketing automation is a plus.
• Excellent communication, coordination, and stakeholder management skills.
• Customer-centric mindset with the ability to balance business and customer needs.

Key Competencies

• Customer Experience Strategy
• Journey Mapping & Process Improvement
• Customer Analytics & Insight Generation
• Marketing Planning & Execution
• Stakeholder Collaboration
• Project Management
• Communication & Presentation Skills
• Adaptability in fast-growing markets

The Senior Customer Experience Officer is responsible for designing and enhancing end-to-end customer journeys to ensure a seamless, positive, and engaging experience for various energy customers. This role monitors customer satisfaction and retention metrics, identifies improvement opportunities, and develops actionable plans that strengthen customer loyalty and support business growth in the evolving energy market.