Customer Experience Manager

Who We Are

As the largest private-sector power producer in the world and the nation's largest producer of clean and reliable energy, Constellation is focused on our purpose: lighting the way to a brilliant tomorrow for all. We have been the leader in clean energy production for more than a decade, and we are cultivating a workplace where our employees can grow, thrive, and contribute.

Now integrated with Calpine, our portfolio includes 55 gigawatts of capacity from nuclear, natural gas, geothermal, hydro, wind and solar facilities, with the generating capacity to power the equivalent of 27 million homes.

Our culture and employee experience make it clear: We are powered by passion and purpose. Together, we're creating healthier communities and a cleaner planet, and our people are the driving force behind our success. At Constellation, you can build a fulfilling career with opportunities to learn, grow and make an impact. By doing our best work and meeting new challenges, we can accomplish great things. Join us in meeting the country's energy needs today and tomorrow.

Minimum Qualifications

• Bachelor's degree and 8 years of relevant experience, or 12 years of experience in lieu of the degree
• Demonstrated experience integrating qualitative and quantitative data and translating findings into actionable business recommendations.
• Demonstrated success leading complex, cross-functional initiatives without relying solely on direct authority
• Ability to manage multiple priorities, exercise sound judgment, and operate effectively within ambiguity
• Experience presenting data insights, recommendations, and complex concepts to senior leaders and varied business audiences
• Strong organizational skills and experience managing external vendor relationships
• Proficiency with Microsoft Office Suite applications and experience using data-visualization
• Excellent written, verbal, analytical, facilitation, and executive-presentation skills
• Travel required as necessary to meet business needs and in-person attendance for trainings, all-hands meetings, and other moments that matter

Preferred Qualifications

• Experience designing or managing Voice of the Customer, NPS, CSAT, customer-effort, trust, or loyalty measurement programs.
• Experience with survey methodology, questionnaire design, sampling, qualitative research, statistical interpretation, or competitive benchmarking.
• Experience supporting digital-product, customer-journey, UX, persona, or service-design initiatives.
• Experience operating in commercial energy, utilities, B2B services, or another complex and regulated industry.
• Experience embedding customer insights into sales, account management, customer care, or enablement processes.

Responsibilities

• Primary Purpose of Position
• As an influential part of our customer-centric organization, the Customer Experience Manager leads the development and execution of the customer-experience measurement (NPS) and provides insights and improvement strategies across Retail business segments and supporting functions. The position analyzes Voice of Customer data to identify experience gaps and strengthen customer trust, loyalty, retention, and ease of doing business. The role serves as a cross-functional leader and customer advocate, partnering with Sales, Customer Care, Operations, Digital, Marketing, Sales Enablement, Analytics, and Product teams to embed customer insights into strategic business decisions, digital experiences, seller practices, and continuous improvement efforts. The manager also establishes CX governance and closed-loop accountability, manages vendor relationships, and communicates actionable recommendations to business and executive stakeholders.
• Primary Duties and Accountabilities
• Integrate customer feedback with operational, transactional, digital, behavioral, and market data to identify trends, root causes, segment differences, and improvement opportunities; translate findings into clear executive narratives and actionable business recommendations.
• Develop, manage, and continuously improve the organization's CX measurement and insight strategy, including NPS, HX Trust ID, and competitive benchmarking, through relationship surveys, bi-annual studies, and external research
• Represent the voice of the customer in experience-focused initiatives, informing journey maps, personas, use cases, requirements, product priorities, feature roadmaps, user-experience decisions, and adoption strategies.
• Manage strategic CX vendor relationships, including scope and deliverable alignment, service quality, contract or budget responsibilities as assigned, and the application of external research and benchmarks to business decisions.
• Lead cross-functional CX governance with defined closed-loop expectations to ensure timely customer follow-up, issue escalation, and trending gaps in customer experience.
• Monitor whether agreed actions are completed and assess their effect on customer outcomes where data is available.

Minimum Qualifications

• Bachelor's degree and 8 years of relevant experience, or 12 years of experience in lieu of the degree
• Demonstrated experience integrating qualitative and quantitative data and translating findings into actionable business recommendations.
• Demonstrated success leading complex, cross-functional initiatives without relying solely on direct authority
• Ability to manage multiple priorities, exercise sound judgment, and operate effectively within ambiguity
• Experience presenting data insights, recommendations, and complex concepts to senior leaders and varied business audiences
• Strong organizational skills and experience managing external vendor relationships
• Proficiency with Microsoft Office Suite applications and experience using data-visualization
• Excellent written, verbal, analytical, facilitation, and executive-presentation skills
• Travel required as necessary to meet business needs and in-person attendance for trainings, all-hands meetings, and other moments that matter

Qualifications

Preferred Qualifications

• Experience designing or managing Voice of the Customer, NPS, CSAT, customer-effort, trust, or loyalty measurement programs.
• Experience with survey methodology, questionnaire design, sampling, qualitative research, statistical interpretation, or competitive benchmarking.
• Experience supporting digital-product, customer-journey, UX, persona, or service-design initiatives.
• Experience operating in commercial energy, utilities, B2B services, or another complex and regulated industry.
• Experience embedding customer insights into sales, account management, customer care, or enablement processes.