Customer Experience Designer

📍 Job Overview

Job Title: Customer Experience Designer

Company: Entergy

Location: New Orleans, Louisiana (Hybrid)

Job Type: Full-Time

Category: Customer Experience Design / Operations

Date Posted: 2026-08-27

Experience Level: Mid to Senior Level (0-6+ years, depending on level)

Remote Status: Hybrid

🚀 Role Summary

• Drive exceptional customer experiences by leveraging human-centered design principles to map and optimize the end-to-end customer journey.

• Develop comprehensive service blueprints and customer journey maps to identify friction points and opportunities for improvement across all customer touchpoints.

• Collaborate cross-functionally with teams across the Integrated Customer Organization (ICO) and operating companies to integrate customer insights into actionable process improvements.

• Utilize Agile methodologies for iterative design and development, ensuring rapid feedback incorporation and timely delivery of customer-centric solutions.

• Analyze customer experience data to prioritize initiatives that directly impact key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).

📝 Enhancement Note: This role is crucial for enhancing customer satisfaction and loyalty within the utility sector. The "Customer Experience Designer" title, while design-focused, deeply integrates with operational processes, making it highly relevant to Revenue and Sales Operations professionals seeking to understand the customer lifecycle from a strategic, experience-driven perspective. The ability to translate customer needs into tangible process improvements is a core GTM operations function.

📈 Primary Responsibilities

• Map the Customer Journey: Collaborate with internal stakeholders to deeply understand customer behaviors, needs, and pain points across all interaction points.

• Create Customer Journey Maps & Service Blueprints: Develop detailed visualizations of current and ideal customer interactions, capturing both emotional and functional aspects, and identifying high-impact touchpoints for improvement.

• Analyze Customer Experience Data: Leverage customer feedback, sentiment analysis, and operational data to prioritize initiatives that will significantly improve satisfaction and loyalty.

• Service Blueprint Development: Design detailed blueprints that illustrate customer interactions, front-stage and back-stage processes, and supporting systems to ensure seamless service delivery.

• Process Mapping and Optimization: Identify pain points, bottlenecks, and inefficiencies within service delivery processes, analyzing interdependencies to streamline operations and improve coordination.

• Design Customer Journey Solutions: Optimize digital interfaces, physical environments, and employee interactions to create seamless, intuitive, and consistent customer experiences.

• Usability Testing & Iteration: Conduct usability testing and gather customer feedback to iteratively refine touchpoint designs and ensure alignment with user needs.

• Agile Methodology Application: Employ Agile principles for rapid iteration, incorporating feedback on deliverables and participating in sprint planning, daily standups, and retrospectives.

• Emerging Technical Trend Integration: Stay abreast of advancements in customer journey mapping and design techniques, recommending new tools and methodologies to enhance organizational capabilities.

• Cross-Functional Collaboration: Partner with IT, operations, customer service, and other departments to align on customer experience goals and ensure touchpoints align with organizational capabilities.

• Executive Communication: Communicate insights, recommendations, and project progress to executive leadership to inform strategic decision-making and foster a customer-centric culture.

• Promote Ethnographic Research: Champion the use of ethnographic research and human-centered design principles across the organization to build a deeper understanding of customer needs.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on process mapping and optimization, which are core functions within Revenue Operations and Sales Operations. The role requires not just design thinking but also a deep analytical capability to interpret data and identify operational improvements that directly impact customer lifecycle management and revenue generation through enhanced satisfaction and retention.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in User Experience Design, Interaction Design, Human-Computer Interaction, or a related field.

• Equivalent work experience in utility customer operations will also be considered. Experience:

• Customer Experience Designer I: 0-2 years of relevant professional experience.

• Customer Experience Designer II: 2-4 years of relevant professional experience.

• Customer Experience Designer III: 4-6 years of relevant professional experience.

• Customer Experience Designer Sr: 6+ years of relevant professional experience.

Required Skills:

• User Research Methods: Proficiency in conducting interviews, observations, and usability testing to gather actionable customer insights.

• Customer Experience Research Techniques: Expertise in affinity mapping, journey mapping, service blueprinting, and persona development.

• Design Thinking Methodologies: Strong grasp of problem framing, ideation, prototyping, and testing phases of the design thinking process.

• Workshop Facilitation: Ability to facilitate collaborative workshops and co-creation sessions with diverse stakeholder groups, including customers and internal teams.

• Conceptual Design & Prototyping: Skills in generating and iterating on conceptual designs, wireframes, and interactive prototypes using industry-standard tools.

• Design Tools & Software: Familiarity with tools such as Figma, Adobe Creative Suite, and Sketch.

• Problem-Solving & Critical Thinking: Ability to translate complex customer insights into innovative and practical solutions.

• Cross-functional Collaboration: Proven ability to work effectively within a cross-functional team environment, aligning diverse perspectives towards common goals.

• Agile Methodology: Experience or strong understanding of Agile project management principles for iterative development and delivery.

• Data Analysis for CX: Ability to analyze customer experience data (NPS, CSAT, CES) to prioritize initiatives and measure impact.

Preferred Skills:

• Utility Industry Knowledge: Familiarity with the regulated electric utility industry, including customer touchpoints, operational challenges, and the regulatory environment.

• Ethnographic Research: Experience with or strong understanding of ethnographic research methods.

• Process Optimization: Demonstrated ability to identify and recommend improvements to service delivery processes.

• Storytelling & Communication: Excellent verbal and written communication skills to articulate insights and recommendations to various audiences, including executive leadership.

📝 Enhancement Note: The experience levels (I-Sr) indicate a clear career progression path, common in operations roles. The emphasis on "utility customer operations" experience as an alternative to a formal degree suggests the company values practical, industry-specific knowledge, which is a strong indicator for operations roles where hands-on experience often outweighs academic background.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Customer Journey Maps & Service Blueprints: Showcase examples of comprehensive customer journey maps and detailed service blueprints developed for complex scenarios, clearly illustrating the end-to-end customer experience.

• Process Optimization Case Studies: Present specific examples of how you identified process inefficiencies or pain points and designed solutions that led to tangible improvements in customer satisfaction, operational efficiency, or reduced customer effort.

• Design Thinking Application: Include case studies demonstrating your application of design thinking methodologies, from problem definition and ideation through to prototyping and testing. Highlight the iterative nature of your design process.

• Cross-Functional Collaboration Examples: Provide evidence of successful collaboration with diverse teams (e.g., IT, Operations, Marketing, Customer Service) to implement customer experience improvements, detailing your role and contributions.

• Data-Driven Insights: Demonstrate how you used customer data (quantitative and qualitative) to inform your design decisions and measure the impact of your solutions.

Process Documentation:

• Workflow Design & Optimization: Portfolio pieces should reflect an understanding of how to document and visually represent complex workflows, identifying bottlenecks and proposing optimized alternatives.

• Implementation & Automation Methods: Showcase examples where your designs were implemented, ideally highlighting any integration with operational systems or automation strategies that enhanced the customer experience.

• Measurement & Performance Analysis: Demonstrate how you have defined metrics, tracked performance, and analyzed results to validate the effectiveness of implemented customer experience designs and process improvements.

📝 Enhancement Note: For a Customer Experience Designer role that interfaces heavily with operations, a portfolio is critical. It needs to go beyond visual design to showcase the candidate's ability to analyze processes, understand operational constraints, and drive measurable improvements that align with business objectives, much like a Revenue Operations or GTM Operations professional would.

💵 Compensation & Benefits

Salary Range:

• Customer Experience Designer I: Estimated $60,000 - $80,000 annually.

• Customer Experience Designer II: Estimated $75,000 - $95,000 annually.

• Customer Experience Designer III: Estimated $90,000 - $115,000 annually.

• Customer Experience Designer Sr: Estimated $110,000 - $140,000+ annually.

📝 Enhancement Note: Salary ranges are estimated based on national averages for similar roles in the utility and customer experience design sectors, considering the hybrid work model and the varying experience levels (I-Sr). New Orleans, LA, has a moderate cost of living compared to major tech hubs, which is factored into the estimates. These figures should be used as a guideline and may vary based on specific experience, qualifications, and final negotiation.

Benefits:

• Comprehensive Health Insurance: Medical, dental, and vision plans designed to support employee well-being.

• Retirement Savings Plan: 401(k) plan with company matching contributions to help employees plan for their future.

• Paid Time Off: Generous vacation, sick leave, and holiday pay to promote work-life balance.

• Professional Development: Opportunities for training, certifications, and attending industry conferences to foster continuous learning and skill enhancement in design and operations.

• Hybrid Work Flexibility: Combines the benefits of in-office collaboration with the flexibility of remote work, supporting a balanced work environment.

• Life and Disability Insurance: Financial protection for employees and their families.

• Employee Assistance Program (EAP): Confidential support services for personal and professional challenges.

Working Hours:

• Standard 40-hour work week.

• Flexibility for hybrid work arrangement.

• Potential for additional hours during storms, outages, or other emergencies as deemed necessary by the company, particularly for exempt employees who may not receive overtime compensation for such duties.

📝 Enhancement Note: The "Additional Responsibilities" clause regarding emergencies is a standard practice for utility companies and essential for operations roles. While this is a design role, its connection to essential services means operational readiness and flexibility are key components of the work environment.

🎯 Team & Company Context

🏢 Company Culture

Industry: Energy (Regulated Electric Utility)

Company Size: Large Enterprise (Entergy is a major utility provider with tens of thousands of employees). This scale means significant operational complexity and a broad customer base, offering ample opportunities for impact.

Founded: 1913 (Entergy has a long history, indicating stability and a deep understanding of the energy sector and its customer needs).

Team Structure:

• Customer Journey Design Team: This team likely operates within a larger Customer Experience or Integrated Customer Organization (ICO). It comprises specialists focused on understanding and improving customer interactions.

• Reporting Structure: The Designer will likely report to a Manager or Director of Customer Experience Design or Customer Journey Management.

• Cross-Functional Collaboration: The role demands close collaboration with various departments, including Customer Service, IT, Marketing, Operations, and potentially Regulatory Affairs, to ensure holistic customer experience strategies are implemented effectively.

Methodology:

• Human-Centered Design (HCD): The core methodology, focusing on understanding user needs, empathy, and iterative problem-solving.

• Data-Driven Decision Making: Emphasis on using customer feedback, operational data, and key performance indicators (KPIs) like NPS, CSAT, and CES to guide strategy and measure success.

• Agile Project Management: Utilizing agile principles for iterative development, rapid feedback loops, and efficient project execution.

• Process Optimization: Applying analytical skills to identify and streamline inefficiencies in service delivery processes.

Company Website: https://www.entergy.com/

📝 Enhancement Note: Working for a large, established utility like Entergy means dealing with established processes and a significant customer base. The "Customer Experience Designer" role is positioned to influence these processes by bringing a user-centric perspective, which is vital for operational efficiency and customer retention in a regulated industry.

📈 Career & Growth Analysis

Operations Career Level: This role spans multiple levels (I to Sr.), indicating a structured career path within customer experience design and its operational integration. Entry-level roles focus on execution, while senior roles involve strategic input, leadership, and mentorship.

Reporting Structure: The Designer will report to a manager within the Customer Journey Design team, with frequent interaction and reporting to stakeholders across various operational departments and potentially executive leadership. This visibility offers exposure to strategic decision-making.

Operations Impact: The Customer Experience Designer's work directly influences customer satisfaction, loyalty, and advocacy. By improving touchpoints and streamlining processes, they indirectly contribute to reduced operational costs, increased customer retention, and enhanced brand reputation – all key drivers for revenue growth and operational efficiency.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas like service blueprinting, user research, or digital experience design within the utility context.

• Leadership: Progress to Senior Designer, Lead Designer, or Managerial roles within the Customer Experience team, overseeing projects and mentoring junior designers.

• Cross-Functional Transition: Leverage deep customer understanding and process insight to transition into broader operational roles, such as Customer Operations Management, Process Improvement Specialist, or GTM Strategy roles.

• Skill Development: Continuous learning in emerging design trends, data analytics for CX, and utility industry specifics.

📝 Enhancement Note: The multi-level nature of this role is a significant growth indicator. For operations professionals, this role offers a unique blend of design thinking and process improvement, providing a pathway to understand the "why" behind operational challenges and to design more effective solutions.

🌐 Work Environment

Office Type: Hybrid Work Arrangement. This means a blend of in-office collaboration and remote work.

Office Location(s): Primary location is New Orleans, Louisiana. However, the role also lists Arkansas (Little Rock), Louisiana (Baton Rouge), Mississippi (Jackson), Texas (Beaumont), and Texas (Woodlands) as potential locations, suggesting a broader regional presence and potential for travel.

Workspace Context:

• Collaborative Environment: The hybrid model necessitates effective collaboration tools and practices for seamless interaction between remote and in-office team members. The role emphasizes collaborative workshops and co-creation sessions.

• Operations Tools & Technology: Access to standard design software (Figma, Adobe Suite, Sketch) and potentially customer relationship management (CRM) or customer data platforms (CDPs) for research and analysis. The company's IT infrastructure will support these tools.

• Team Interaction: Opportunities for structured team meetings (stand-ups, retrospectives) and informal interactions to foster a cohesive team environment despite the hybrid setup.

Work Schedule:

• Standard 40-hour work week.

• The hybrid model offers flexibility in managing work hours and location, balancing personal needs with project demands.

• Expectation for availability during emergencies, which is common in the utility sector and requires a degree of flexibility beyond standard hours.

📝 Enhancement Note: The "hybrid" aspect is key. Candidates should be comfortable with remote collaboration tools and structured in-office days, typical of modern operations environments. The mention of multiple potential locations suggests the company operates across a wide geographic area, which is common for utilities and impacts the scope of customer interactions to be designed.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or a recruiter will likely conduct an initial review of applications and resumes, focusing on relevant experience and qualifications.

• Hiring Manager Interview: A discussion with the hiring manager to assess your experience, understanding of customer journey design, and fit with the team and company culture.

• Portfolio Presentation: A dedicated session where you will present selected case studies from your portfolio, demonstrating your skills in journey mapping, service blueprinting, problem-solving, and process optimization. Be prepared to walk through your design process and the impact of your work.

• Cross-Functional Stakeholder Interviews: Interviews with potential collaborators from IT, Operations, or Customer Service teams to evaluate your ability to work effectively across departments and understand operational constraints.

• Final Interview: Potentially with a senior leader to discuss strategic alignment and overall fit.

Portfolio Review Tips:

• Curate for Impact: Select 3-5 of your strongest projects that best showcase your ability to analyze customer journeys, identify operational pain points, and design effective solutions. Prioritize projects demonstrating tangible results.

• Structure Your Case Studies: For each project, clearly outline the problem, your role, the methodology used (HCD, Agile, etc.), the process you followed (research, ideation, design, testing), the solutions you developed, and the measurable outcomes (e.g., improved NPS, reduced effort, streamlined processes).

• Highlight Operations Integration: Specifically call out how your designs considered operational feasibility, integrated with existing systems, or led to process improvements. This is crucial for demonstrating relevance to operations.

• Quantify Results: Whenever possible, use data and metrics to demonstrate the impact of your work. If exact numbers aren't available, use qualitative descriptions of success and stakeholder feedback.

• Be Ready for "How": Prepare to discuss your thought process, the tools you used, and the challenges you overcame during each project.

Challenge Preparation:

• Process Mapping Exercise: You might be asked to map a hypothetical customer journey or process, identifying pain points and suggesting improvements.

• Problem-Solving Scenario: A scenario-based question assessing how you would approach a specific customer experience challenge within the utility context.

• Design Thinking Application: Questions about how you would apply design thinking principles to a given business problem.

• Stakeholder Alignment: Be prepared to discuss how you would gain buy-in from different departments for your proposed solutions.

📝 Enhancement Note: The emphasis on portfolio presentation and cross-functional interviews is standard for roles that bridge design and operations. Candidates should prepare to articulate not just the "what" but the "how" and "why" of their design decisions, with a clear focus on operational impact and process improvement.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Software: Figma, Adobe Creative Suite (Illustrator, Photoshop, XD), Sketch. Proficiency in at least one is expected.

• Journey Mapping & Collaboration Tools: Miro, Mural, Lucidchart, or similar platforms for creating visual maps, service blueprints, and facilitating collaborative sessions.

• User Research & Testing Platforms: Tools for conducting remote interviews, usability testing, and surveys (e.g., UserTesting.com, SurveyMonkey, Qualtrics).

Analytics & Reporting:

• Customer Feedback Platforms: Experience with tools that collect and analyze customer feedback (e.g., NPS/CSAT/CES survey tools).

• Data Analysis Tools: Familiarity with basic data analysis principles. While not a data scientist role, understanding how to interpret data from CRM, analytics platforms, or customer support systems is beneficial.

• Business Intelligence (BI) Tools: Exposure to BI tools like Tableau or Power BI for visualizing customer journey metrics and operational performance could be an advantage.

CRM & Automation:

• CRM Systems: Familiarity with CRM platforms (e.g., Salesforce, Microsoft Dynamics) is beneficial, as customer interactions are often managed through these systems. Understanding how customer journeys integrate with CRM data is key.

• Process Automation Concepts: Understanding of how customer journey improvements can be supported or enabled by process automation within operational workflows.

📝 Enhancement Note: While the role is "Designer," its operational context means familiarity with tools that capture customer data, track interactions, and facilitate process improvements is highly valuable. The ability to integrate design solutions with existing operational technology stacks is a plus.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A fundamental belief in prioritizing the customer's needs and experience in all decisions and actions.

• Collaboration: A strong emphasis on teamwork, open communication, and working together across departments to achieve shared goals.

• Data-Driven Approach: Using data and insights to inform strategy, measure impact, and drive continuous improvement in customer experience and operational efficiency.

• Efficiency & Optimization: A drive to streamline processes, eliminate waste, and enhance the effectiveness of service delivery.

• Innovation: A willingness to explore new ideas and approaches to solve customer problems and improve experiences.

Collaboration Style:

• Cross-Functional Integration: The team actively partners with various departments, fostering an environment where design thinking is integrated into broader business operations.

• Process Review Culture: Openness to feedback and iterative refinement of designs and processes based on input from stakeholders and customers.

• Knowledge Sharing: Encouraging the sharing of insights, best practices, and learnings across the team and wider organization to foster collective growth and operational excellence.

📝 Enhancement Note: The values align closely with those found in successful Revenue Operations and Sales Operations teams: data-driven decision-making, cross-functional collaboration, and a focus on efficiency and customer success as drivers of business outcomes.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Regulated Industry: Adapting design solutions to the constraints and requirements of the utility sector.

• Large-Scale Implementation: Ensuring that designed experiences can be effectively implemented across a large, geographically dispersed organization with diverse operational systems.

• Balancing Customer Needs with Business Constraints: Finding solutions that meet customer expectations while remaining operationally feasible and cost-effective.

• Driving Change Management: Influencing stakeholders and fostering adoption of new design principles and processes across various departments.

• Measuring ROI of CX Initiatives: Clearly demonstrating the business value and return on investment for customer experience improvements.

Learning & Development Opportunities:

• Operations Skill Advancement: Gaining practical experience in operational processes, service delivery, and cross-functional collaboration within a utility context.

• Industry Certifications: Pursuing certifications in Customer Experience (CX), Design Thinking, or Agile methodologies.

• Mentorship: Opportunities to learn from experienced leaders in customer experience and operations within a large, established organization.

• Exposure to Strategic Initiatives: Involvement in projects that directly inform the company's customer strategy and operational roadmap.

📝 Enhancement Note: The challenges are typical of large, established organizations, especially in regulated industries. They present significant opportunities for growth by requiring candidates to develop strong problem-solving, change management, and strategic thinking skills, highly valued in operations roles.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used customer journey mapping to identify a critical operational bottleneck. What was the bottleneck, how did you identify it, and what was the outcome?" (Focus on process analysis and impact.)

• "How would you approach designing a new customer onboarding process for our utility services, considering both digital and traditional channels, and ensuring operational efficiency?" (Focus on end-to-end process design and cross-functional needs.)

• "Walk us through your process for prioritizing customer experience improvement initiatives when faced with limited resources. How do you balance customer needs with business objectives?" (Focus on data-driven prioritization and strategic alignment.) Company & Culture Questions:

• "What do you know about Entergy's customer base and the challenges faced by utility companies today? How would your design approach address these?" (Demonstrate industry research and strategic thinking.)

• "Describe your experience working in a hybrid environment. How do you ensure effective collaboration and communication with remote and in-office colleagues?" (Assess adaptability and collaboration skills.)

• "How have you fostered a customer-centric mindset in teams that were not primarily focused on customer interaction?" (Focus on influence and change management.) Portfolio Presentation Strategy:

• Structure for Operations: For each case study, clearly delineate:

  • The Operational Challenge: What business or process problem were you solving?
  • Customer Insights: What did you learn about the customer?
  • Design Solution: What did you design?
  • Process Impact: How did your design integrate with or improve existing operational processes?
  • Measurable Results: What was the quantifiable impact on customer satisfaction, efficiency, or cost?

• Visual Clarity: Ensure your journey maps and service blueprints are easy to understand and clearly highlight pain points and proposed solutions.

• Storytelling: Frame your projects as narratives that demonstrate your problem-solving journey and the value you delivered.

📝 Enhancement Note: Interview questions will likely probe the candidate's ability to connect design thinking with tangible operational outcomes. Preparing specific examples that showcase process improvement, data analysis, and cross-functional collaboration will be key.

📌 Application Steps

To apply for this Customer Experience Designer position:

• Submit your application through the Entergy careers portal via the provided link.

• Customize Your Resume: Tailor your resume to highlight keywords from the job description, emphasizing experience in customer journey mapping, service blueprinting, design thinking, process optimization, and cross-functional collaboration. Quantify achievements where possible.

• Prepare Your Portfolio: Select 3-5 impactful projects that demonstrate your ability to solve complex customer experience challenges, with a clear focus on how your solutions integrated with or improved operational processes. Ensure your portfolio is well-organized and easy to navigate.

• Practice Your Portfolio Presentation: Rehearse presenting your case studies, focusing on articulating the operational context, your problem-solving process, and the measurable impact of your work. Be ready to answer in-depth questions about your methodology and results.

• Research Entergy: Understand Entergy's business, its role in the energy sector, and its commitment to customer experience. Familiarize yourself with common challenges in the utility industry and how human-centered design can address them.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.