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About the Role

Residential Solutions, the non-regulated business of Duke Energy, is expanding and developing a new platform. This role focuses on leading the customer lifecycle strategy and growth, establishing a unified strategy to deepen customer relationships and improve customer satisfaction, retention, and lifetime value.

Responsibilities

Lead the development, implementation, and continuous improvement of customer lifecycle strategies for the new customer platform, focusing on onboarding, engagement, retention, loyalty, advocacy, and long-term growth.
Develop and optimize customer journeys and customer experience strategies to increase platform adoption, customer satisfaction, engagement, retention, and customer lifetime value.
Identify opportunities to enhance customer experiences across key touchpoints and lifecycle stages, and facilitate improvements that drive customer and business value.
Partner with internal stakeholders to support customer acquisition, onboarding, activation, engagement, and retention initiatives, ensuring alignment with business objectives.
Analyze customer, market, and operational data to identify trends, opportunities, and customer needs, developing strategies and recommendations to improve customer outcomes and business performance.
Lead and facilitate customer journey mapping, lifecycle planning, and customer experience optimization efforts to support ongoing platform growth and evolution.
Collaborate with internal stakeholders, research partners, and external vendors to gather and leverage customer insights, market research, and voice-of-customer feedback.
Support the development and evolution of customer insight capabilities, customer research initiatives, and customer experience best practices.
Develop and evaluate key performance metrics related to customer onboarding, adoption, engagement, retention, loyalty, satisfaction, and other business objectives.
Work with internal stakeholders and external partners to evaluate new capabilities, technologies, customer solutions, and engagement opportunities.
Lead through influence across a matrixed organization by building strong partnerships with Marketing, Product, Digital, Technology, Customer Care, Analytics, Operations, and other business stakeholders.
Manage and coordinate vendor and agency relationships, including performance management, deliverables, reporting, quality standards, and alignment to business and customer objectives.
Serve as a customer advocate by promoting a customer-centric approach to decision-making and ensuring customer needs are reflected in strategies, initiatives, and platform enhancements.
Provide leadership, guidance, and mentorship to team members and stakeholders by sharing expertise, best practices, and recommendations.
Maintain awareness of industry trends, emerging technologies, customer expectations, and competitive activities to identify opportunities for strategic growth and innovation.

Requirements

Bachelor's Degree in Engineering, Business, Finance, or other related degree
Minimum 5 years related working experience
Associate's degree and 7 years of related experience
High School Diploma/GED and 9 years of related work experience
Strong customer-centric mindset with demonstrated ability to translate customer needs and insights into business recommendations and actionable strategies.
Experience developing and measuring customer experience, engagement, retention, adoption, or satisfaction initiatives.
Knowledge of customer journey management, Voice of Customer (VoC) programs, customer research methodologies, and customer lifecycle strategies.
Experience analyzing customer, operational, and business performance data to identify trends, opportunities, and recommendations for improvement.
Proficiency with Microsoft Office (Including CoPilot) applications and experience creating executive-level presentations and business recommendations.
Proven project, program, and stakeholder management skills.
Demonstrated ability to learn new systems, technologies, and processes.
Strong analytical, problem-solving, communication, presentation, facilitation, and relationship-building skills.
Experience working collaboratively across Marketing, Product, Digital, Technology, Operations, Analytics, or Customer Care functions.
Experience working with digital products, customer platforms, mobile applications, subscription-based services, loyalty programs, or customer engagement solutions.
Home services, consumer services, or retail service business experience preferred.
Demonstrated ability to build relationships and influence decision-making across all levels of an organization.
Experience leading complex cross-functional initiatives and influencing stakeholders without direct authority.
Experience managing multiple priorities, projects, and stakeholder relationships in a dynamic environment.
Experience with customer lifecycle management, customer journey mapping, customer engagement, retention, loyalty, or customer experience strategy.
Experience supporting the launch, growth, or optimization of digital products, platforms, customer programs, or customer-facing experiences.
Experience working with external vendors, agencies, consultants, or strategic partners.
Experience leveraging customer insights, market research, and analytics to drive business decisions and customer-focused strategies.
Must possess all of the basic/required qualifications.

Skills

Customer lifecycle strategy
Customer journey mapping
Customer experience strategy
Data analysis
Stakeholder management
Vendor management
Customer advocacy
Leadership
Mentorship
Industry trend analysis
Microsoft Office (Including CoPilot)
Project management
Program management
Problem-solving
Communication
Presentation
Facilitation
Relationship-building
Cross-functional collaboration
Digital products
Customer platforms
Mobile applications
Subscription-based services
Loyalty programs
Customer engagement solutions
Customer insights
Market research
Analytics

Location

Hybrid

Work Type

Hybrid
Office Environment

Experience Level

Minimum 5 years related working experience
Associate's degree and 7 years of related experience
High School Diploma/GED and 9 years of related work experience

Education Level

Bachelor's Degree in Engineering, Business, Finance, or other related degree
Associate's degree
High School Diploma/GED
Master's Degree in Business Administration (MBA), Marketing, Customer Experience, Product Management, Engineering, or related field.

Benefits

Competitive pay and benefits

About the Company

Build an exciting, rewarding career with us – help us make a difference for millions of people every day.
Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.