Lead Products & Services Manager - Customer Lifecycle Strategy & Growth

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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.

• 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 strategies, initiatives, and platform enhancements.
• Provide leadership, guidance, and mentorship to team members and stakeholders by sharing expertise, best practices, and recommendations that enhance customer experience and business performance.
• Maintain awareness of industry trends, emerging technologies, customer expectations, and competitive activities to identify opportunities that support strategic growth and innovation for the new customer platform

• Bachelor's Degree in Engineering, Business, Finance, or other related degree
• Minimum 5 years related working experience or
• Associate's degree and 7 years of related experience
• In lieu of bachelor's/associates degree, a High School Diploma/GED and 9 years of related work experience

• Master's Degree in Business Administration (MBA), Marketing, Customer Experience, Product Management, Engineering, or related field.

• Strong customer-centric mindset with demonstrated ability to translate customer needs and insights into business recommendations and actionable strategies.
• Experience developing and measuring customer experience, engagement, retention, adoption, or satisfaction…