Lead Products & Services Manager - Customer Lifecycle Strategy & Growth

About the Role

More than a career - a chance to make a difference in people's lives. Build an exciting, rewarding career with us – help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

Residential Solutions is the non-regulated business of Duke Energy that sells and administers Home Protection Plans to residential customers. As the business is expanding and a new platform is being developed to support new business models and customers, we are looking to fill a role with focus on leading the customer lifecycle strategy and growth. Today, customer interactions, communications, engagement efforts, and retention strategies are often distributed across multiple teams, creating fragmented experiences and missed opportunities to deepen customer relationships.

This role establishes a unified lifecycle strategy that ensures customers receive the right information, recommendations, and engagement at the right time throughout their relationship with the company. By focusing on onboarding, engagement, retention, loyalty, and customer lifetime value, this role will help improve customer satisfaction, increase retention, drive cross-sell opportunities, and maximize the value of every customer relationship across the portfolio.

The Lead P&S Manager serves as a key advocate for the customer and helps shape the evolution of the customer platform through cross-functional collaboration and strategic execution.

• Lead the development, implementation, and continuous improvement of customer lifecycle strategies for the new customer platform, with a focus on customer onboarding, engagement, retention, loyalty, advocacy, and long-term growth.
• Develop and optimize customer journeys and customer experience strategies that increase platform adoption, customer satisfaction, engagement, retention, and customer lifetime value.
• Identify opportunities to enhance customer experiences across key customer touchpoints and lifecycle stages, and facilitate the implementation of improvements that drive customer and business value.
• Partner with internal stakeholders to support customer acquisition, onboarding, activation, engagement, and retention initiatives while ensuring alignment with broader business objectives.
• Analyze customer, market, and operational data to identify trends, opportunities, and customer needs, and develop strategies and recommendations that improve customer outcomes and business performance.
• Lead and facilitate customer journey mapping, lifecycle planning, and customer experience optimization efforts that support ongoing platform growth and evolution.
• Collaborate with internal stakeholders, research partners, and external vendors to gather and leverage customer insights, market research, and voice‑of‑customer feedback to inform business decisions and customer experience strategies.
• Support the development and evolution of customer insight capabilities, customer research initiatives, and customer experience best practices across Residential Solutions.
• Develop and evaluate key performance metrics related to customer onboarding, adoption, engagement, retention, loyalty, satisfaction, and other business objectives.
• Measure performance and recommend actions to drive continuous improvement.
• Work with internal stakeholders and external partners to evaluate new capabilities, technologies, customer solutions, and engagement opportunities that support platform growth, innovation, and customer value.
• Lead through influence across a matrixed organization by building strong partnerships with Marketing, Product, Digital, Technology, Customer Care, Analytics, Operations, and other business stakeholders.
• Manage and coordinate vendor and agency relationships, including performance management, deliverables, reporting, quality standards, and alignment to business and customer objectives.
• Serve as a customer advocate by promoting a customer‑centric approach to decision‑making and ensuring customer needs are reflected in…