Principal Web Conversion Optimization & Digital Customer Experience

Principal Web Conversion Optimization & Digital Customer Experience

The Principal, Web Conversion Optimization & Digital Customer Experience is responsible for designing, delivering, and continuously improving the end-to-end customer experience through AI-enabled solutions, advanced web analytics, and data-informed insights. This role bridges customer journey strategy with digital measurement, translating complex data and customer signals into actionable recommendations that drive conversion, reduce friction, and improve long-term loyalty. This leader will work cross-functionally with Technology, Data, Digital, Marketing, Operations, and Product teams to deploy intelligent capabilities, govern digital measurement infrastructure, and ensure business decisions are grounded in rigorous, real-time analysis.

Key Responsibilities

• Customer Experience Strategy & Leadership
• Service Quality & Process Improvement
• Web Analytics, Measurement & Reporting
• Clickstream Data Governance & Tagging
• Customer Insights & Intelligent Reporting
• Customer Journey Design & Experience Optimization
• Executive Reporting, Governance & Value Realization

Desired Skills

• Strong analytical and problem-solving skills, with experience leveraging data and AI to drive customer experience improvements.
• Proven knowledge managing large-scale data and analytics projects.
• Experience with Google Analytics (preferred) or Adobe Analytics for data collection and analysis.
• Proficiency with reporting and visualization tools such as Looker Studio, Power BI, and digital marketing platform-specific dashboards.
• Ability to translate complex data and AI concepts into clear business and customer outcomes.
• Deep empathy for customers and strong understanding of end-to-end business operations.
• Ability to communicate analyses, findings, conclusions, and recommendations to marketing and operating stakeholders.

Job Overview

Employees in this role are the recognized experts within the organization and area of focus. Employees in this job provide expertise and strategic focus needed to conduct complex operational analyses 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 small to medium special projects
• Assists with process design and modification for continuous business improvement
• Directs, mentors and coaches lower level analysts
• Performs other job-related duties as assigned

Required Qualifications

• High School Grad / GED
• Bachelor's or Equivalent Experience
• Experience:
  
  7+ years

Next Era Energy offers a wide range of benefits to support our employees and their eligible family members. Next Era 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.

Next Era Energy provides reasonable accommodation in its application and selection process for qualified individuals, consistent with federal, state, and local laws.