Principal Customer Experience Designer

Important Application Submission Information

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.

The Principal Customer Experience (CX) Design Strategist establishes Duke Energy's strategic direction for customer experience across key products, services, and customer journeys. This expert leverages insights to provide strategic guidance, crafts cohesive end-to-end experiences, and leads cross-functional teams in developing customer-centric solutions that identify optimal opportunities and the most effective methods for delivering value from the customer's perspective. The role requires leading through uncertainty, influencing stakeholders without direct authority, and ensuring that experience strategies are evidence-based, practical, and aligned with measurable business objectives.

This position will drive future state vision for how we enhance our relationship with customers and support the development of solutions and experiences that deliver incremental value as a part of the customer plan.

Define Customer-Centric Strategies

• Synthesize research, behavioral insights, operational data, and voice of the customer (VOC) to identify experience gaps and systemic issues.

• Analyze current-state journeys and processes to uncover root causes, reframing complex problems, and translating insights into clear strategic direction.

• Develop data-driven, prioritized recommendations to enhance experiences and guide policy, process, and technology decisions.

Design Cohesive Future-State Experiences

• Create cross-channel journey maps and service blueprints that reflect customer expectations and operational realities.

• Define seamless, brand-aligned future-state experiences collaboratively with product, operations, and digital teams.

• Establish experience visions and roadmaps that balance customer value, business objectives, and feasibility.

Facilitate Alignment and Decision-Making

• Lead workshops and discussions to build shared understanding and accelerate alignment.

• Document risks, dependencies, assumptions, and success criteria.

• Guide leaders through prioritization and trade-off decisions, clarifying complex strategic choices across business partners.

Prototype, Test, and De-Risk Concepts

• Build low-fidelity prototypes to communicate direction and gather feedback.

• Validate assumptions with customers, frontline teams, and operational partners.

• Contribute to customer testing/experimentation to reduce uncertainty and refine concepts before delivery.

Connect Experience Design to Business Outcomes

• Translate insights into strategic priorities that inform investment and organizational focus.

• Assess customer value, operational impact, and cost-to-serve to shape recommendations.

• Define and review key metrics (NPS, CSAT, effort, behavioral and operational outcomes), partnering with delivery, operations, analytics, and technology to ensure solutions are sustainable and tied to measurable results.

• Bachelor's degree

• In addition to required degree, nine (9) or more years related work experience

• In lieu of Bachelor's degree(s) AND seven (7) or more years related work experience listed above, Associate's degree and eleven (11) or more years related work experience

• Deep experience in the utility industry, with expertise in customer experience, customer research, and/or experience design (human-centered design, service design, journey mapping, UX, and/or experience strategy).

• Exceptional design strategy, facilitation, and workshop synthesis skills; excels at building alignment and cross-functional collaboration.

• Deep understanding of customer experience (CX) principles and the ability to make sound recommendations and present insights.

• Master's Degree.

• Strategic mindset that balances customer needs, business goals, and operational realities, with a strong value-driven and business-case approach.

• Advanced analytical skills to translate data and insights into strategic direction.

• Comfortable leading through ambiguity and influencing without authority.

• Clear and compelling communication and storytelling abilities, effective at the executive level.

• Curious, optimistic problem solver and self-starter with a bias for action and continuous learning.

• Strong relationship-building skills and trusted advisor qualities.

• Systems thinker who connects dots across functions.

• Experience navigating extraordinarily complex customer situations.

• Virtual - Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to a Duke Energy regional headquarters.

Travel Requirements

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