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User Expereince Analyst


TX, Houston

Job type:


Job Description

Company Profile:

Direct Energy generates electricity and produces natural gas, as well as selling commodities and servicing the energy needs of homes and businesses in 46 U.S. states plus the District of Columbia and 10 Canadian provinces. We also help our customers save on their energy bills through energy efficiency. Located in over 50 locations, our team of 6,000+ employees serve over 6 million residential and commercial customer relationships.

Direct Energy is a subsidiary of Centrica plc (LSE:CNA), one of the world's leading integrated energy companies with over 20 million customers and 34,000 employees worldwide. We are committed to being the most recommended energy and services provider and leading the transition to a low carbon society.

The Direct Energy Business (DEB) User Experience Team is seeking a talented User Experience Analyst to grow and optimize the digital presence of the company. The Analyst should be experienced in digital user experience optimization and personalization as well as website analytics. Reporting to the Sr. Manager of User Experience, the Analyst will work both independently and collaboratively to improve, guide, and develop highly effective personalized user experiences for various target segments on directenergybusiness.com and within our self-service portal MyAccount.

To increase web sales, web leads, customer retention, and digital asset adoption, this person will also run multiple parallel and consecutive A/B and/or multi-variant tests to continually optimize site content; optimize custom messaging for paid search traffic to the site; and work cross-functionally to digitally meet the needs of our customers. This role will work closely with the Lifecycle Marketing, Content Strategy, Regional Marketing, and IT Development teams to ensure cohesive consumer-facing messaging and an omni-channel experience.


  • 4-7 years of related work experience in interaction design, user interface design, and user experience research or analytical role
  • Retail energy and/or B2B marketing experience is preferred
  • Experience with Sitecore (or other enterprise CMS), Visual Website Optimizer (or other testing platform), and Marketo (or other marketing automation platform) preferred
  • Proven ability to influence cross-functional teams (IT, Operations, Sales) without formal authority
  • Advanced knowledge of wireframing and/or prototyping tools and methodologies
  • Strong understanding of Google Analytics
  • Experience running digital A/B tests and/or user testing
  • Experience designing web and mobile solutions for enterprise platforms
  • Strong understanding of browser compatibility and web standards
  • Outstanding verbal and written presentation and facilitation skills, with the ability to quickly adapt the content to the audience
  • Organized, able to think beyond what is asked for, and able to juggle multiple projects and competing priorities in a fast-paced, often evolving environment
  • Experience working in an agile product development environment
  • Intermediate to Advanced experience with Microsoft Office suite (Excel, Word, PowerPoint, Visio)
  • HTML and CSS experience preferred but not required
  • Committed to the vision of making our customers’ businesses better
  • Must be able to travel up to 10% of the time


  • Develop and implement comprehensive web personalization strategy, including but not limited to defining where and how personalization should take place on directenergybusiness.com and within the self-service portal
  • Continuously evaluate, refine, and optimize website experience with specific focus on personalizing for on-site behavior incorporating segmentation models for new acquisition as well as customer lifetime value models for retention
  • Iteratively develop and refine the user experience conversion funnel, based on interaction with external agencies, key stakeholders, and expertise
  • Lead efforts in executing various CRO (conversion rate optimization) experiences, exercising A/B and multi-variant testing initiatives across the website to improve overall funnel conversion
  • Create journey maps, design personas, navigation map to create a best-in-class user experience to go along with functional requirements
  • Lead overall web-design by creating device-specific user experience leveraging responsive design best practices as well as follow a mobile-first approach
  • Collaborate and drive innovative ideas with content, creative and product owners to create experiences that meet strategic objectives for our website and company
  • Conduct sophisticated research using quantitative and qualitative methods. Present findings and lead programmatic and technical decision-making based on this analysis with key stakeholders
  • Research, evaluate and perform competitive analysis of others in the Energy industry as well as general digital technology best practices and usability standards
  • Leverage insights from SEM team to enable best rankings on SERPs
  • Create new workflows and software wireframes to support fresh Marketing initiatives
  • Study site metrics to understand strengths, weaknesses and areas for opportunity and growth, especially as it relates to the user experience
  • Provide digital IT consultative services to ensure UX best practices are implemented and adhered to with all new development

The IndividualDirect Energy and its subsidiaries are an Equal Opportunity Employer - EOE AA M/F/Vet/Disability
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