Customer Communication Representative - Communications & Branding

First Energy at a Glance

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.

About the Opportunity

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

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 points and other internal support materials for the Customer Care Center and other groups as needed for new or updated customer tools and programs
• Keep the Manager, Customer Communications, informed of all important milestones, risks and key decisions
• Support emergency response for large-scale outages or other significant events, including during evenings and weekends as needed
• Serve on the media on-call rotation, providing evening and weekend response for media inquiries related to power outages

Qualifications

• Bachelor's degree in Digital Marketing, Communications or related discipline
• Minimum 5-7 years relevant work experience, including proven results executing strategic communications programs
• Experience with utilities or other regulated industries a plus
• Ability to work independently and collaboratively across the organization
• Possess and demonstrate good problem-solving skills and decision-making abilities
• Expert written and verbal communication skills and ability to guide development of compelling content
• Familiarity with analytics tools and comfort working with data and translating insights into strategy
• Good team player with strong organizational and project management experience
• Ability to develop effective working relationships with employees at all levels
• Able to work under tight deadlines, manage multiple projects and prioritize work
• Experience with email platforms and website content management systems preferred
• Experience shooting and…