Military Spouse Connection Jobs

Sr. HR User Experience Specialist

Date: Jun 20, 2024

Location(s): Juno Beach, FL, US, 33408

Company: NextEra Energy

Requisition ID: 80748

is America’s largest electric company, providing clean, affordable, and reliable electricity to more than 12 million people in Florida. We operate one of the cleanest power generation fleets in the U.S. and our reliability is among the best in the nation. Our goal is to achieve Real Zero carbon emissions from our operations by 2045 by expanding our solar capacity, increasing battery storage and bringing new renewable energy opportunities to Florida, while improving customer affordability and reliability. Are you interested in becoming a game-changer in the energy industry? Join our world-class team today!

Position Specific Description

In this role, you will be responsible for optimizing the HR user experience and enhancing adoption of HR products and services.

Key Responsibilities:

• Own, drive and develop digital transformation strategies to increase utilization and adoption of HR tools, services and processes

• Act as a strategic partner to ensure an optimal employee experience with content and navigation of HR tools and processes

• Lead Voice of the Customer sessions to incorporate employee input in to design and experience

• Develop and execute communication strategies and approach to ensure awareness in particular with utilization of self-service channel

• Create and drive a wide range of content, videos, and written messaging into a wide array of delivery channels; recommend design for website pages and functionalities

• Collect, maintain and analyze data and metrics related to digital transformation strategies to determine targeted promotional activities

• Use design thinking and lifecycle management to improve the user-experience and ability for employees to efficiently find the people-related information they need, when they need it.

• Prioritize projects and features based on impact and alignment with the team’s long-term goals and strategy

• Think end-to-end from the employee perspective and collaborate across COE’s to facilitate improvements across the HR team

• Manage project teams

Ideal Skill Requirements and Qualifications:

• Exceptional verbal and written communication skills with ability to simplify complex data and problems, and to communicate effectively at an executive level

• A strategic thinker, with drive and passion for continuous improvement and delivering results

• A problem solver who can manage multiple programs and projects simultaneously in a fast-paced environment

• Experience with design thinking, lifecycle management, and personas

• HRSD ServiceNow experience

• Experience with low code/no code software as a service (SaaS) products

• Web design and usability experience

• A user-centric mindset

• Creative and analytical approach

• Understanding of interaction design principles

• Bachelor's degree and several years of relevant user experience, digital media, graphic design or marketing experience.

• Experience managing projects

• Experience extracting insights and driving actions from data and metrics

• Change management experience

• Human resource experience a plus, but not required

Job Overview

Employees in this role lead the development, implementation, and ongoing management of customer experience strategies to increase and improve service levels, customer retention,efficiencies,and profitability across all business lines. Individuals will act as voice of the customer in all programs and company efforts and owns the overall customer experience. This position works cross functionally and has both a strategic and hands on elements which includes direct customer interactions as well as leading cross functional teams. Employee's success will be measured by improvements in customer value, satisfaction, loyalty (repeat business), and retention.

Job Duties & Responsibilities

• Leads cross functional team to develop and implement comprehensive customer experience model

• Implements means to cost effectively measure customer satisfaction across all business lines

• Designs and supports user experiences, system enhancements and process changes as well as develops requirements, performs system testing and ensures business goals are met

• Acts as a change agent by engaging stakeholders cross functionally and advocating for improvements and adoption of changesLeads customer retention initiatives across all business lines

• Coordinates across sales, marketing, operations and customer service to manage all customer interactions

• Develops customer life cycle touch point maps to drive customer processes

• Develops and implement ongoing plan to capture voice of customer and use findings to drive improvements

• Interacts with customers to improve customer satisfaction and retention

• Performs other job-related duties as assigned

Required Qualifications

• Bachelor's or Equivalent Experience

• Experience: 4+ years

Preferred Qualifications

• None

Employee Group: Exempt

Employee Type: Full Time

Job Category: Customer Service

Organization: Florida Power & Light Company

Relocation Provided: No

NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.

NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.

NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies . Please see ourfor more information.