Principal Web Conversion Optimization & Digital Customer Experience

** Principal Web Conversion Optimization & Digital Customer Experience*
* ** Date:
** Jul 20, 2026

** Location(s):
** Houston, TX, US, 77002

** Company:
** Next Era Energy

** Requisition :
** 96330

At Gexa Energy, a Next Era Energy Resources company, we provide reliable low-cost energy solutions. Focused on customer satisfaction, we offer innovative electricity plans tailored to the diverse needs of Texas homes and businesses. If you're passionate about making a difference in the energy industry and delivering exceptional customer experiences, join our team today.

** Position Specific Description*
* 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*
* + Translate company and customer experience goals into a clear AI-enabled CX strategy, including objectives, success metrics, and prioritized roadmaps.

+ Identify, evaluate, and prioritize high-impact opportunities where technology-driven solutions can reduce customer friction, improve personalization, and proactively address customer needs.

+ Partner with Technology, Data, Digital, Operations, and Product teams to shape requirements and guide AI solution development from concept through deployment.

** Service Quality & Process Improvement*
* + Define and evolve quality standards for customer interactions across all channels (calls, chat, email, digital, field, self-service).

+ Lead or support continuous improvement initiatives that use technology to eliminate defects, reduce rework, and lower customer effort.

+ Drive adoption of AI capabilities - including conversational AI, sentiment analysis, predictive issue detection, and intelligent workflows - to improve both customer and employee experiences.

** Web Analytics, Measurement & Reporting*
* + Develop and manage the web analytics reporting function from lead generation to sale, including KPIs, conversion tracking, and attribution models to accurately assess marketing channel and campaign performance.

+ Develop and maintain executive-ready dashboards and scorecards, including weekly web sales funnel performance and marketing channel attribution.

+ Conduct deep-dive analyses to identify trends, opportunities for optimization, and areas of underperformance.

+ Drive closed-loop reporting to ensure full visibility from lead to opportunity to revenue.

+ Support business strategy evolution by providing custom reporting to support "what-if" analysis.

** Clickstream Data Governance & Tagging*
* + Provide end-to-end support of the clickstream data lifecycle (requirements gathering, tagging, UAT, QA, data integration, and validation).

+ Implement and improve website tagging processes; assist with all QA tagging efforts across the site.

+ Serve as internal consultant on clickstream and web analytics capabilities and site tagging requirements.

+ Serve as technical lead on media tagging and tracking, including establishing, managing, and consulting on UTM parameter structure and implementation for accurate channel attribution.

** Customer Insights & Intelligent Reporting*
* + Leverage AI and advanced analytics to collect, synthesize, and interpret customer feedback from surveys, complaints, interactions, reviews, and social channels.

+ Identify patterns, root causes, and emerging trends across the customer journey to inform experience design.

+ Translate insights into clear, actionable recommendations for business and technology teams.

** Customer Journey Design & Experience Optimization*
* + Map and continuously refine key customer journeys (e.g., onboarding, billing, service changes, outages/issues, renewals) to identify friction.

+ Partner with Product, Marketing, Operations, Digital, and Technology teams to design, test, and scale improved experiences, including intelligent self-service and personalization.

+ Support on-site A/B testing and experimentation efforts to improve step-funnel conversion and inform more compelling ad creative.

+ Lead implementation, testing, and measurement of customer experience initiatives.

** Executive Reporting, Governance & Value Realization*
* + Present insights, recommendations, and CX outcomes to senior leadership.

+ Build business cases for customer experience and AI investments, grounded in ROI, customer impact, and operational benefits.

+ Monitor performance and…