Manager, Customer Experience & Insights

As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You’ll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing success—take the lead in shaping your career development, goals and future!

ROLE SUMMARY

Develops action-oriented insights which increase our market share and optimize the experiences that customers have across their journey with our brands. The manager will be responsible for creating meaningful insights from a variety of data and sources to support the larger CX & Insights function for NRG Consumer Energy and Vivint Smart Home. The manager will work closely with both CX and market insights leads within our team to surface actionable information and will share implications within the larger CX organization and with stakeholders outside the team to ensure we deliver a customer-centric experience in alignment with business strategy.

KEY RESPONSIBILITIES

• Understand and access the various sources of customer and marketplace data available across the business
• Synthesize market research, competitive intelligence and customer intelligence into data-centered stories of customer and consumer experience, grounded in real business needs
• Build clear, persuasive deliverables (dashboards, reports, scorecards, and presentations) and communicate key findings that clearly outline business implications to different audiences across the business
• Recommend and apply sound research methods and quality standards (appropriate sampling, significance, and clear caveats) so insights are trustworthy and decision-ready.
• Collaborate across the CX & Insights team with CX journey managers, research leads, and analysts to weave data, findings, and narrative insights into dashboards, reports, written and oral presentations, scorecards, and any other decision-making outputs.
• Collaborate cross-functionally with multiple departments and teams to understand business and research needs

Requirements

• 10+ years in customer experience insights or market research role
• Comfort navigating cross-functional environments with stakeholders across the organization.
• Experience working with a range of data sources (e.g., customer feedback, brand data, consumer market research, behavioral data, competitive products and pricing). 
• Experience conducting quantitative and qualitiative research (surveys, in-depth interviews, analytics, etc.) and translating customer needs into clear, data-backed requirements. 
• Hands-on experience with BI tools like Power BI or equivalent (e.g., Tableau, Looker).
• Hands-on experience using AI tools to meet and streamline job functions. 
• Excellent written and verbal communication; presents information clearly and concisely; and resolves issues across internal groups.
• Strong project management; independently manages and prioritizes multiple complex projects in a fast-paced, changing environment.
• Strong collaboration skills and the ability to work in a team environment or independently.
• Ability to take initiative and be proactive. 
• Advanced Microsoft Excel and PowerPoint; proficient with Microsoft Copilot. 

Preferred Experience

• Bachelor’s degree or higher in a related field (Business analytics, marketing research, psychology, statistics, economics, or related discipline.
• Familiarity with enterprise survey/VOC platforms (Qualtrics/Medallia/Forsta/InMoment, or similar).
• CCXP certification.
• Exposure to large-scale enterprise systems (Oracle, SAP, Salesforce, Snowflake, etc.).
• Background in retail energy, utilities, smart home, or another consumer-services industry.

Working Conditions:

• Work will be conducted remotely.
• Ability to work in an open office environment (sitting, walking, standing, meetings, general computer use).
• Minimal travel as required by business or project needs.
• Ability to adapt work schedule to business and department demands.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.

We support the use of AI tools to help you prepare for your interview (e.g., practicing responses, researching the role, or refining your resume). However, during interviews and assessments, we expect responses to reflect your own thinking, experience, and communication. Use of AI to generate or read answers in real time, complete assessments, or misrepresent your qualifications is not permitted and may impact your candidacy.