Posting End Date:  

Work Place Flexibility: Onsite 

Legal Entity: Entergy Services, LLC 

Manager, Customer Journey Experience.

This posting may be used to fill multiple roles within the Customer Centricity Organization. These positions can be filled in The Woodlands, TX or New Orleans, LA. 

Job Summary / Purpose

Responsible for delivering seamless, end-to-end customer experiences for the outage journey for residential and small C&I customers. They will map the journey, collaborate with critical business partners to develop improved journeys, and prioritize solutions that improve the customer outage experience. Able to identify critical inputs, drive collaboration to envision new journey experience opportunities, and manage cross-functional teams to deliver high-impact, sustainable solutions.

Job Duties / Responsibilities

• Address customer frictions for residential and small Cl customers, includes prioritization of initiatives, resourcing, and solution delivery.

• Accountable for the Outage Journey vision-mapping and delivering improvement for end-to-end experience.

• Manage cross-functional team of resources across the enterprise to understand frictions and build solutions.

• Drive connection across all appropriate stakeholders both within and outside of department to optimize journeys end-to-end to deliver practical, sustainable solutions.

• Proactively identify emerging threats/issues, related to user experience, customer outage journey and energy ecosystem.

• Collaborate with Customer Insights, Power Delivery, IT, OPCOs, and Customer Service Delivery to understand and resolve emerging customer needs.

• Conduct analyses required to problem solve with the team on specific delivery, design, and strategic issues.

• Participate and influence ongoing business planning and departmental prioritization activities.

• Manage budget for resources and solutions to be built for customer journey.

• Oversee and monitor deliverables and KPls (e.g., CSAT, NPS, Story points) of team to ensure journey outcomes meet broader customer org. initiatives.

Minimum Requirements

Education, Experience, & Skills requirement

• Bachelor's degree in Business Administration, Engineering, Economics, Public Administration or related field or equivalent work experience. Master's degree or MBA highly desirable

• 8+ years in leadership roles, preferably in economic development, marketing, or customer service

Any certificates, licenses, etc. required of the position

None

Travel Percentage: Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets.

As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

#LI-RM1

Primary Location: Texas-The Woodlands Louisiana : New Orleans || Texas : The Woodlands 
Job Function: Professional
FLSA Status: Professional
Relocation Option: No Relocation Offered
Union description/code: NON Bargaining Unit – NBU
Number of Openings: 1
Req ID: 111003
Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Entergy Pay Transparency Policy Statement: The Entergy System of Companies (the Company) 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 Company’s legal duty to furnish information.  41 CFR 60-1.35(c). Equal Opportunity and Pay Transparency.

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment.  Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.