Principal Web Conversion Optimization & Digital Customer Experience
Listed on 2026-07-23
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IT/Tech
Data Analyst, Digital Marketing
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.
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.
- 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.
- 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.
- 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.
- 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.
- 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…
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