Sr. Customer Experience Specialist - AP Recruiters & Associates

Job Title: Senior Customer Experience Specialist
Job Location: Florida (LFO, Juno Beach, or Bayfront)
Employment type: Contract
Contract Duration: 12 months

About Our Client
Our client, one of Americas largest electric companies, is dedicated to delivering clean, affordable, and reliable electricity to over 12 million people in Florida. They are committed to achieving Real Zero carbon emissions by 2045 through expanding solar capacity and enhancing renewable energy opportunities while ensuring customer affordability and reliability.

Job Overview
Join a world-class team dedicated to transforming the energy industry. As a Senior Customer Experience Specialist, you will lead the development and implementation of strategies to enhance customer service levels, retention, and profitability across all business lines. This role is pivotal in advocating for the voice of the customer, driving cross-functional initiatives, and ensuring customer-centric outcomes.

Key Responsibilities

• Led cross-functional teams to develop and implement comprehensive customer experience models.
• Measure and improve customer satisfaction across all business lines.
• Design user experiences, system enhancements, and process changes aligned with business goals.
• Act as a change agent by advocating for improvements and driving the adoption of customer-centric practices.
• Coordinate customer interactions across sales, marketing, operations, and customer service.
• Develop customer lifecycle touchpoint strategies to optimize customer processes.
• Capture and utilize customer feedback to drive continuous improvements in satisfaction and retention.

Required Qualifications

• Bachelor's degree or equivalent experience.
• Minimum of 4 years of relevant experience in customer experience management.