Entergy is a provider of essential services, including regulated electric utility operations. The Customer Experience Designer will use human-centered design principles to map customer journeys, identify pain points, and develop solutions that improve customer satisfaction and loyalty. The role also involves service blueprinting, process optimization, usability testing, agile collaboration, and communicating recommendations to leadership.
Collaborate with groups across the Integrated Customer Organization (ICO) and operating companies to deeply understand customer behaviors, needs, and pain points
Collaborate with the team to create comprehensive customer journey maps that capture the emotional and functional aspects of the customer experience
Create detailed visualizations of actual and ideal customer interactions across all touchpoints using customer feedback
Prioritize high-impact touchpoints where customer sentiment is strong or weak to spot gaps and pain points
Analyze customer experience data to prioritize initiatives that will improve satisfaction and loyalty
Validate journey maps with customers to ensure accuracy and relevance
Create detailed visualizations of actual and ideal customer interactions across all touchpoints using customer feedback
Prioritize high-impact touchpoints where customer sentiment is strong or weak to spot gaps and pain points
Analyze customer experience data to prioritize initiatives that will improve satisfaction and loyalty
Identify pain points, bottlenecks, and areas of inefficiency within the service delivery processes
Analyze the relationships and interdependencies between different service components to understand the overall system
Develop recommendations to streamline processes, eliminate redundancies, and improve the coordination of service delivery
Design and optimize the customer touchpoints (e.g., digital interfaces, physical environments, employee interactions) to ensure a seamless, intuitive, and consistent experience
Collaborate with cross-functional teams (e.g., IT, operations, customer service) to ensure the touchpoints are aligned with the organization's capabilities and resources
Conduct usability testing and gather customer feedback to iteratively refine the touchpoint designs
Utilize agile methodology to iterate quickly and incorporating feedback on deliverables and outputs
Participate in agile project management activities, such as sprint planning, daily standups, and retrospectives, to ensure the timely delivery of data solutions
Stay up to date with the latest advancements in customer journey mapping and recommend new techniques or tools to enhance the organization's capabilities
Partner with various departments to align on customer experience goals and initiatives
Communicate insights and recommendations to executive leadership to inform strategic decision-making
Foster a customer-centric culture and promote the use of ethnographic research across the organization
Qualification
Required
Bachelor's degree in user experience design, interaction design, human-computer interaction, or equivalent work experience in utility customer operations
Customer Experience Designer I: 0-2 years of relevant professional experience
Customer Experience Designer II: 2-4 years of relevant professional experience
Customer Experience Designer III: 4-6 years of relevant professional experience
Customer Experience Designer Sr: 6+ years of relevant professional experience
Proficiency in user research methods, including interviews, observations, and usability testing
Skills in affinity mapping, journey mapping, and other customer experience research techniques
Expertise in design thinking methodologies, including problem framing, ideation, prototyping, and testing
Ability to facilitate collaborative workshops and co-creation sessions with customers and cross-functional teams
Skills in generating and iterating on conceptual designs, wireframes, and interactive prototypes
Familiarity with design tools and software (e.g., Figma, Adobe Creative Suite, Sketch)
Strong problem-solving and critical thinking skills, with the ability to translate customer insights into innovative solutions
Familiarity with the regulated electric utility industry, including customer touchpoints, operational challenges, and regulatory environment
Collaborative mindset and the ability to work effectively in a cross-functional team
Passion for improving the customer experience and driving organizational change through human-centered design
Authorization to work in the United States is a precondition to employment in this position
Entergy will not sponsor candidates for work visas for this position
