Lead Products & Services Manager - Customer Lifecycle Strategy & Growth

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Job Summary

Residential Solutions is the non-regulated business of Duke Energy that sells and administers Home Protection Plans to residential customers. As the business is expanding and a new platform is being developed to support new business models and customers, we are looking to fill a role with focus on leading the customer lifecycle strategy and growth.

Today, customer interactions, communications, engagement efforts, and retention strategies are often distributed across multiple teams, creating fragmented experiences and missed opportunities to deepen customer relationships. This role establishes a unified lifecycle strategy that ensures customers receive the right information, recommendations, and engagement at the right time throughout their relationship with the company. By focusing on onboarding, engagement, retention, loyalty, and customer lifetime value, this role will help improve customer satisfaction, increase retention, drive cross-sell opportunities, and maximize the value of every customer relationship across the portfolio. The Lead P&S Manager serves as a key advocate for the customer and helps shape the evolution of the customer platform through cross-functional collaboration and strategic execution.

Responsibilities

• Lead the development, implementation, and continuous improvement of customer lifecycle strategies for the new customer platform, with a focus on customer onboarding, engagement, retention, loyalty, advocacy, and long-term growth.
• Develop and optimize customer journeys and customer experience strategies that increase platform adoption, customer satisfaction, engagement, retention, and customer lifetime value.
• Identify opportunities to enhance customer experiences across key customer touchpoints and lifecycle stages, and facilitate the implementation of improvements that drive customer and business value.
• Partner with internal stakeholders to support customer acquisition, onboarding, activation, engagement, and retention initiatives while ensuring alignment with broader business objectives.
• Analyze customer, market, and operational data to identify trends, opportunities, and customer needs, and develop strategies and recommendations that improve customer outcomes and business performance.
• Lead and facilitate customer journey mapping, lifecycle planning, and customer experience optimization efforts that 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 to inform business decisions and customer experience strategies.
• Support the development and evolution of customer insight capabilities, customer research initiatives, and customer experience best practices across Residential Solutions.
• Develop and evaluate key performance metrics related to customer onboarding, adoption, engagement, retention, loyalty, satisfaction, and other business objectives. Measure performance and recommend actions to drive continuous improvement.
• Work with internal stakeholders and external partners to evaluate new capabilities, technologies, customer solutions, and engagement opportunities that support platform growth, innovation, and customer value.
• 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 that enhance customer experience and business performance.
• Maintain awareness of industry trends, emerging technologies, customer expectations, and competitive activities to identify opportunities that support strategic growth and innovation for the new customer platform

Basic/Required Qualifications

• Bachelor's Degree in Engineering, Business, Finance, or other related degree
• Minimum 5 years related working experience or
• Associate's degree and 7 years of related experience
• In lieu of bachelor's/associates degree, a High School Diploma/GED and 9 years of related work experience

Preferred Qualifications

• Master's Degree in Business Administration (MBA), Marketing, Customer Experience, Product Management, Engineering, or related field.

Additional Preferred Qualifications

• 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.

Working Conditions

• Hybrid Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees should live within a reasonable commute to the designated Duke Energy facility.
• Office Environment

Travel Requirements

5-15%

Relocation Assistance Provided (as applicable): No

Represented/Union Position: No

Visa Sponsored Position: No. This is not a Visa Sponsored Position. This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.