Customer Experience Analyst
NextEra Energy
Houston, TX
Date: Dec 11, 2025
Location(s): Houston, TX, US, 77002
Company: NextEra Energy
Requisition ID: 92018
At Gexa Energy, a NextEra Energy Resources company, we provide reliable low-cost energy solutions. Focused on customer satisfaction, we offer innovative electricity plans tailored to the diverse needs of Texas homes and businesses. If you're passionate about making a difference in the energy industry and delivering exceptional customer experiences, join our team today.
Position Specific Description
Data-driven professional who focuses on understanding, measuring, and improving how customers interact with our company across all touchpoints.
Data Analysis & Insights
+ Collect and analyze customer feedback from surveys, reviews, complaints, and social media
+ Track and report on key customer experience metrics (NPS, CSAT, churn rates) to measure customer satisfaction
+ Identify trends, pain points, opportunities, and actionable insights to improve customer satisfaction and loyalty
+ Synthesize qualitative and quantitative data into actionable insights
Customer Journey Mapping
+ Map current-state customer journeys across channels (online & phone)
+ Create visual representations of customer interactions
+ Identify and highlight friction points, critical touchpoints, and opportunities
+ Recommend improvements to streamline experiences
Cross Functional Collaboration
+ Partner with marketing, operations and customer care teams to implement solutions based on customer insights
+ Translate customer insights into business requirements
+ Manage implementation of customer experience initiatives and test new improvements
Reporting & Recommendations
+ Present findings and recommendations to leadership
+ Build business cases for customer experience investments based on ROI analysis
+ Monitor the impact of implemented changes
Key Skills
Strong analytical abilities, proficiency with CX analytic tools, data visualization, communication skills, empathy for customers, and understanding of business operations.
This role will focus specifically on residential customer satisfaction as it relates to new customer onboarding, billing, transactions, and use of digital self-service tools.
Job Overview
Employees in this role conduct complex operational analyses and lead medium to large project teams 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 medium to large special projects
+ Assists with process design and modification for continuous business improvement
+ Performs other job-related duties as assigned
Required Qualifications
+ High School Grad / GED
+ Bachelor's or Equivalent Experience
+ Experience: 3+ years
Preferred Qualifications
+ Bachelor's Degree
NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Clickto learn more.
Employee Group: Exempt
Employee Type: Full Time
Job Category: Finance, Accounting & Business Analytics
Organization: Gexa Energy, LP
Relocation Provided: Yes, if applicable
NextEra Energy 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.
NextEra Energy 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, 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.
NextEra Energy 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.
NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies . Please see ourfor more information.
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About the Company
NextEra Energy
NextEra Energy, Inc. (NYSE: NEE) is a leading clean energy company with consolidated revenues of approximately $17.5 billion and approximately 14,300 employees in 27 states and Canada as of year-end 2015, as well as approximately 45,000 megawatts of generating capacity, which includes megawatts associated with noncontrolling interests related to NextEra Energy Partners, LP (NYSE: NEP) as of April 2016. Headquartered in Juno Beach, Fla., NextEra Energy’s principal subsidiaries are Florida Power & Light Company, which serves more than 4.8 million customer accounts in Florida and is one of the largest rate-regulated electric utilities in the United States, and NextEra Energy Resources, LLC, which, together with its affiliated entities, is the world’s largest generator of renewable energy from the wind and sun. Through its subsidiaries, NextEra Energy generates clean, emissions-free electricity from eight commercial nuclear power units in Florida, New Hampshire, Iowa and Wisconsin. A Fortune 200 company and included in the S&P 100 index, NextEra Energy has been recognized often by third parties for its efforts in sustainability, corporate responsibility, ethics and compliance, and diversity, and has been ranked No. 1 in the electric and gas utilities industry in Fortune’s 2016 list of “World's Most Admired Companies.”