Lead Customer Experience Strategist

Position Description

EverBright is driving the clean energy revolution through its industry-leading solar software platform and financing marketplace. Every day, EverBright supports hundreds of residential solar installers and home improvement contractors across the U.S., ensuring they have the tools to be successful and accelerate consumer adoption of clean energy. Combining our flexible, affordable green energy solutions with our unequaled customer service means EverBright is well-positioned to lead the decarbonization of our planet.Works directly with business partners to understand informational needs of end users and create reporting/visualization solutions that turn data into critical information to ultimately drive sound business decisions.

The Customer Experience and Operations team at EverBright is looking for a highly motivated leader to drive process and technology improvements, innovative ideas and value-added strategies, particularly for our installer customer base. The functional area of responsibility includes processes, technology and communications for existing and prospective installer partners. The leader in this position may be responsible for supervising contractors and/or lower-level customer experience specialists as well as strategic projects. The ideal candidate has demonstrated abilities in project management, business case development, process improvement and team leadership as well as experience working with commercial customers, B2B business.

Job Overview

Employees in this role lead the development, implementation, and ongoing management of customer experience strategies to delight customers, improve service levels, ensure customer retention, efficiencies, and increase profitability across all business lines. This position works cross functionally and has both strategic and tactical elements, including, but not limited to process improvements, customer interactions, technology assessments, benchmarking, research analysis, and change management.

Job Duties

Drives key initiatives that deliver exceptional customer experiences
Establishes processes, methodologies, and benchmarks for customer experience analytic
Serves as a subject matter expert to design and support user experiences, system enhancements and process changes as well as develops requirements, performs system testing and ensures business goals are met
Acts as a change agent by engaging stakeholders cross functionally and advocating for improvements and adoption of changes
Extracts and manipulates data, conducts analysis, determines conclusions, and communicates insights and actionable recommendations on the customer experience to the working team and senior leadership
Creates ideal state customer journeys and collaborates with functional areas and owners to execute the optimal vision
Monitors journey performance across channels and ensures it reinforces the customer experience vision
Develops and implements ongoing plan to capture voice of customer and uses findings to drive improvements
Leads customer retention initiatives across all business lines
Interacts with customers to improve customer satisfaction and retention
Performs other job-related duties as assigned

Preferred Qualifications

Supervisor/Management Experience: 1+ years

Required Qualifications

Bachelor's or Equivalent Experience
Experience: 6+ years

Benefits

Competitive Salary
401k match
Medical, dental, vision, life, and legal insurance
Access to multiple offices around the US (Austin, TX, San Francisco, CA, & Juno Beach, FL)
EAP and mental health assistance
Discount plans through the NextEra Employee portal
Health and wellbeing services
Education assistance program
Adoption assistance
Work from home tech setup

Where permitted by applicable law, EverBright requires all employees and new hires to be fully vaccinated for COVID-19 or be willing to receive the COVID-19 vaccination on or before the first day of employment.

EverBright is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.

EverBright provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to our recruiting team, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.

EverBright 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 contractor’s legal duty to furnish information.

EverBright does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies. Please see our policy for more information.

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