Principal Web Conversion Optimization & Digital Customer Experience

Position Specific Description

The Principal, Web Conversion Optimization & Digital Customer Experience is responsible for designing, delivering, and continuously improving the end-to-end customer experience through AI-enabled solutions, advanced web analytics, and data-informed insights. This role bridges customer journey strategy with digital measurement, translating complex data and customer signals into actionable recommendations that drive conversion, reduce friction, and improve long-term loyalty. This leader will work cross-functionally with Technology, Data, Digital, Marketing, Operations, and Product teams to deploy intelligent capabilities, govern digital measurement infrastructure, and ensure business decisions are grounded in rigorous, real-time analysis.

Key Responsibilities

• Customer Experience Strategy & Leadership
  • Translate company and customer experience goals into a clear AI-enabled CX strategy, including objectives, success metrics, and prioritized roadmaps.
  • Identify, evaluate, and prioritize high-impact opportunities where technology-driven solutions can reduce customer friction, improve personalization, and proactively address customer needs.
  • Partner with Technology, Data, Digital, Operations, and Product teams to shape requirements and guide AI solution development from concept through deployment.
• Service Quality & Process Improvement
  • Define and evolve quality standards for customer interactions across all channels (calls, chat, email, digital, field, self-service).
  • Lead or support continuous improvement initiatives that use technology to eliminate defects, reduce rework, and lower customer effort.
  • Drive adoption of AI capabilities — including conversational AI, sentiment analysis, predictive issue detection, and intelligent workflows — to improve both customer and employee experiences.
• Web Analytics, Measurement & Reporting
  • Develop and manage the web analytics reporting function from lead generation to sale, including KPIs, conversion tracking, and attribution models to accurately assess marketing channel and campaign performance.
  • Develop and maintain executive-ready dashboards and scorecards, including weekly web sales funnel performance and marketing channel attribution.
  • Conduct deep-dive analyses to identify trends, opportunities for optimization, and areas of underperformance.
  • Drive closed-loop reporting to ensure full visibility from lead to opportunity to revenue.
  • Support business strategy evolution by providing custom reporting to support "what-if" analysis.
• Clickstream Data Governance & Tagging
  • Provide end-to-end support of the clickstream data lifecycle (requirements gathering, tagging, UAT, QA, data integration, and validation).
  • Implement and improve website tagging processes; assist with all QA tagging efforts across the site.
  • Serve as internal consultant on clickstream and web analytics capabilities and site tagging requirements.
  • Serve as technical lead on media tagging and tracking, including establishing, managing, and consulting on UTM parameter structure and implementation for accurate channel attribution.
• Customer Insights & Intelligent Reporting
  • Leverage AI and advanced analytics to collect, synthesize, and interpret customer feedback from surveys, complaints, interactions, reviews, and social channels.
  • Identify patterns, root causes, and emerging trends across the customer journey to inform experience design.
  • Translate insights into clear, actionable recommendations for business and technology teams.
• Customer Journey Design & Experience Optimization
  • Map and continuously refine key customer journeys (e.g., onboarding, billing, service changes, outages/issues, renewals) to identify friction.
  • Partner with Product, Marketing, Operations, Digital, and Technology teams to design, test, and scale improved experiences, including intelligent self-service and personalization.
  • Support on-site A/B testing and experimentation efforts to improve step-funnel conversion and inform more compelling ad creative.
  • Lead implementation, testing, and measurement of customer experience initiatives.
• Executive Reporting, Governance & Value Realization
  • Present insights, recommendations, and CX outcomes to senior leadership.
  • Build business cases for customer experience and AI investments, grounded in ROI, customer impact, and operational benefits.
  • Monitor performance and outcomes of implemented solutions, ensuring continuous optimization and alignment with customer needs.
  • Manage stakeholder relationships to ensure the right data reaches the right people in an actionable format.

Desired Skills

• Strong analytical and problem-solving skills, with experience leveraging data and AI to drive customer experience improvements.
• Proven knowledge managing large-scale data and analytics projects.
• Experience with Google Analytics (preferred) or Adobe Analytics for data collection and analysis.
• Proficiency with reporting and visualization tools such as Looker Studio, Power BI, and digital marketing platform-specific dashboards.
• Ability to translate complex data and AI concepts into clear business and customer outcomes.
• Proven experience in data-stitching and synthesizing data from disparate sources to create deeper insight value.
• Deep empathy for customers and strong understanding of end-to-end business operations.
• Ability to communicate analyses, findings, conclusions, and recommendations to marketing and operating stakeholders.
• Customer journey mapping and experience design.
• Project and change management.
• Applied AI and analytics in customer experience environments.
• UX and service design.
• Development of customer-facing and frontline enablement content.
• Leading cross-functional initiatives that reduce customer pain points through automation and intelligence.
• Experience integrating AI into analytics and marketing initiatives.

Job Overview

Employees in this role are the recognized experts within the organization and area of focus. Employees in this job provide expertise and strategic focus needed to conduct complex operational analyses that support informed decision making within the business unit.

Job Duties & Responsibilities

• Conducts analyses and prepares reports that provide operational and/or technical support to business operations.
• Conducts quantitative and qualitative research to support small to medium special projects.
• Assists with process design and modification for continuous business improvement.
• Directs, mentors and coaches lower level analysts.
• Performs other job-related duties as assigned.

Required Qualifications

• High School Grad / GED.
• Bachelor's or Equivalent Experience.
• Experience: 7+ years.

Preferred Qualifications

• Bachelor's Degree.

Benefits

NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click here to learn more.

Schedule

Employee Type: Full Time