Customer Communication Representative - Communications & Branding

Job Title:

Communications Representative, Customer Communications

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers' lives brighter, the environment better and our communities stronger.

First Energy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, First Energy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

This is an open position with First Energy Service Company, a subsidiary of First Energy Corp.

All employees who apply for a posted position must notify their supervisors that they have applied. Employees who have not been in their current positions for at least one year or who are in a position with specific requirements beyond one year, must obtain approval from their supervisor before applying.

The selected candidate may be offered a position within the same job family, at a level that is lower than what was posted. This will be determined based upon the results of the interview process which considers the candidate's skills, work history, experience level, and other relevant qualifications.

The Communications Representative, Customer Communications, is responsible for leading the strategy, development and execution of customer-facing communications that enhance the overall customer experience and drive measurable business outcomes. This role plays a critical part in ensuring consistent, relevant and data-driven communications reach First Energy's 6 million customers across multiple channels.

This position serves as a strategic advisor to internal partners, bringing expertise in communications strategy, customer experience and digital engagement. The role requires a strong technology mindset, leveraging modern communications tools and data to deliver personalized, scalable and effective customer communications.

The successful candidate combines strong communications expertise with analytical thinking, digital fluency and a continuous improvement mindset. This role requires the ability to translate complex topics into clear, customer-friendly messaging while using insights and technology to optimize performance.

This position reports to the Manager, Customer Communications, in the Communications & Branding department and is based on site within First Energy's service area.

Responsibilities include:

• Collaborate with the Customer Insights team to identify customer communications strategies and methods for evaluating the business impact of communications initiatives
• Use multiple sources of data to drive communications strategy, including implementing customer segmentation where possible
• Lead the development and execution of data-driven communications strategies to advance key initiatives, educate customers and promote customer-focused programs, such as bill assistance programs, care center initiatives, etc.
• Partner with internal teams and/or partner agencies as needed to execute digital media and social media campaigns
• Define and track KPIs, using insights to continuously optimize campaigns and demonstrate business impact
• Create clear, engaging and customer-friendly content across channels, including website, email, print, social media and emerging digital platforms
• Leverage technology platforms to deliver targeted communications
• Explore and adopt emerging technologies (e.g., AI-assisted content development) to improve efficiency, personalization and performance
• Serve as a strategic advisor to internal partners, providing guidance on opportunities and risks, best practices, messaging and customer experience
• Support the planning, development and implementation of customer materials through mailings, social media, email and more
• Write customer-focused feature content for the website and customer newsletter
• Work with the website team to support reviewing and releasing website content, including identifying communications/marketing needs for new features and offerings
• Prepare talking…