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Customer Experience Program Manager

Entergy · New Orleans, LA · 6 days ago
Customer ServiceFull-time

Job Summary/Purpose

The Customer Experience Initiatives team drives measurable improvements in customer experience through a structured, programmatic approach. They analyze customer data and insights to identify high-impact areas for enhancement and develop targeted initiatives to address these pain points. This leads to smoother, more intuitive interactions, increased customer satisfaction, and higher Net Promoter Scores.

Job Duties/Responsibilities

  • Develop customer program roadmaps: Establish long-term goals, prioritize initiatives, map dependencies, secure alignment, plan budgets, timelines, and resources, set KPIs, track milestones, and incorporate customer feedback.

  • Build the business case: Develop a comprehensive business case, quantify ROI, identify KPIs, and secure funding and buy-in from senior leadership.

  • Implement solutions: Collaborate with customers to co-create solutions, define KPIs and metrics, engage stakeholders, communicate effectively, and monitor program performance.

  • Achieve continuous improvement: Ensure successful delivery of initiatives, identify and address issues, and foster a customer-centric culture.

  • Utilize agile methodology: Participate in agile project management activities and partner with various departments to align on customer experience goals.

Minimum Requirements

  • Bachelor's degree in business, marketing, or a related field. Master's degree or certification in program management preferred.

  • 5 years of experience in customer experience management, program management, or a related field.

  • Strong understanding of customer experience principles, methodologies, and best practices.

  • Proven track record in building business cases, securing executive buy-in, and delivering measurable customer experience improvements.

  • Excellent communication, stakeholder management, and collaboration skills.

  • Proficiency in customer experience management tools, data analytics, and project management software.

Primary Location

  • New Orleans, LA
  • Little Rock, AR
  • The Woodlands, TX

Job Function

Corporate

FLSA Status

Professional

Relocation Option

No

Req ID

123928

Travel Percentage

Up to 25%

Additional Responsibilities

  • As a provider of essential services, employees are expected to be available to work additional hours, work in alternate locations, and 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.

Accessibility

  • Entergy provides reasonable accommodations for online applicants.

Working Conditions

  • As a provider of essential services, employees are expected to be available to work additional hours, work in alternate locations, and 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.

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