Job Title: Vice President, Customer Insights and Journeys

Work Place Flexibility: Onsite 

Legal Entity: Entergy Services, LLC 

Job Summary/Purpose

The VP, Customer Insights and Journeys is responsible for developing and executing strategies to enhance customer experience through actionable insights, seamless customer journeys, and data-driven decision-making. Reporting to the Chief Customer Officer, this role ensures the voice of the customer is represented across the organization, driving customer-centricity and delivering improvements in Net Promoter Score (NPS) and journey satisfaction.

Job Duties/Responsibilities

Customer Insights & NPS 

• Execute required residential and commercial NPS surveys, analyze data, and communicate monthly/quarterly results. 
• Translate complex data into meaningful insights that inform business strategies, including marketing, product development, and customer engagement. Collaborate with operational companies (OpCos) to alignment on NPS priority areas. 

Customer Journey Management 

• Lead the development and execution of a customer journeys. 
• Manage cross-functional teams to identify frictions and deliver end-to-end journey improvements. 
• Partner with key stakeholders, including IT, Power Delivery, and OpCos, to enhance and optimize customer journeys. 
• Continuously enhance journey performance through data/system analysis and feedback loops. 

Data Analytics & Continuous Improvement 

• Build and maintain robust data analytics capabilities to understand customer inputs and outcomes. 
• Establish single sources of truth for customer and operational data using LEAN principles. 
• Promote data-driven decision-making by creating visual management tools and actionable dashboards. 
• Collaborate across enterprise to automate and enhance reporting capabilities across customer insights.

Customer-Centricity 

• Gather and share the voice of the customer across the organization, promoting customer-focused strategies. 
• Identify and adopt best practices within and outside the industry to improve customer experience. 
• Foster alignment around customer-centric initiatives and ensure the organization meets customer needs effectively. 

Strategic Leadership 

• Develop comprehensive strategies to drive customer outcomes in focus areas
• Influence business planning and prioritization activities, ensuring alignment with customer-focused goals. 
• Develop high-performing teams in a collaborative and inclusive environment. 
• Proactively address emerging customer experience threats and opportunities. 
• Manage budgets and resources effectively to achieve key objectives. 

Minimum Requirements

Minimum education required of the position:

• Bachelor’s degree in Business Administration, Engineering, Economics, Public Administration, or a related field. 
• Master’s degree or MBA strongly preferred. 

Minimum experience required of the position:

• 12+ years in leadership roles, with demonstrated expertise in customer service, economic development, or marketing.
• Proven ability to lead data-driven customer insights and journey improvements.
• Experience managing complex business units and cross-functional teams.
• Strong track record in testifying during regulatory proceedings.

Minimum knowledge and skills:

• Advanced understanding of NPS methodologies and customer insights analytics.
• Ability to integrate digital and traditional customer journey channels seamlessly.
• Strong analytical mindset for data interpretation and actionable decision-making.
• Effective communication skills to align diverse stakeholders with organizational goals.
• Strategic thinking to anticipate market trends and maintain long-term customer-focused visions.

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Primary Location: Texas-The Woodlands Texas : The Woodlands || Louisiana : New Orleans 
Job Function: Professional
FLSA Status: Professional 
Relocation Option: Level I
Union description/code: NON BARGAINING UNIT 
Number of Openings: 1
Req ID: 117266
Travel Percentage:25% to 50%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEI 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, sex, 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, sex, 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.

Pay Transparency Notice:

Pay Transparency Nondiscrimination Provision (dol.gov)

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.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.