Customer Communication Representative - Communications & Branding

FirstEnergy at a Glance

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.

FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

About the Opportunity

This is an open position with FirstEnergy Service Company, a subsidiary of FirstEnergy Corp.

All employees who apply for a posted position must notify their supervisors that they have applied. Employees who have not been in their current positions for at least one year or who are in a position with specific requirements beyond one year, must obtain approval from their supervisor before applying.

The selected candidate may be offered a position within the same job family, at a level that is lower than what was posted. This will be determined based upon the results of the interview process which considers the candidate’s skills, work history, experience level, and other relevant qualifications.

The Communications Representative, Customer Communications, is responsible for leading the strategy, development and execution of customer-facing communications that enhance the overall customer experience and drive measurable business outcomes. This role plays a critical part in ensuring consistent, relevant and data-driven communications reach FirstEnergy’s 6 million customers across multiple channels.

This position serves as a strategic advisor to internal partners, bringing expertise in communications strategy, customer experience and digital engagement. The role requires a strong technology mindset, leveraging modern communications tools and data to deliver personalized, scalable and effective customer communications.

The successful candidate combines strong communications expertise with analytical thinking, digital fluency and a continuous improvement mindset. This role requires the ability to translate complex topics into clear, customer-friendly messaging while using insights and technology to optimize performance.

This position reports to the Manager, Customer Communications, in the Communications & Branding department and is based on site within FirstEnergy’s service area.

Responsibilities include:

• Collaborate with the Customer Insights team to identify customer communications strategies and methods for evaluating the business impact of communications initiatives

• Use multiple sources of data to drive communications strategy, including implementing customer segmentation where possible

• Lead the development and execution of data-driven communications strategies to advance key initiatives, educate customers and promote customer-focused programs, such as bill assistance programs, care center initiatives, etc.

• Partner with internal teams and/or partner agencies as needed to execute digital media and social media campaigns

• Define and track KPIs, using insights to continuously optimize campaigns and demonstrate business impact

• Create clear, engaging and customer-friendly content across channels, including website, email, print, social media and emerging digital platforms

• Leverage technology platforms to deliver targeted communications

• Explore and adopt emerging technologies (e.g., AI-assisted content development) to improve efficiency, personalization and performance

• Serve as a strategic advisor to internal partners, providing guidance on opportunities and risks, best practices, messaging and customer experience

• Support the planning, development and implementation of customer materials through mailings, social media, email and more

• Write customer-focused feature content for the website and customer newsletter

• Work with the website team to support reviewing and releasing website content, including identifying communications/marketing needs for new features and offerings

• Prepare talking points and other internal support materials for the Customer Care Center and other groups as needed for new or updated customer tools and programs

• Keep the Manager, Customer Communications, informed of all important milestones, risks and key decisions

• Support emergency response for large-scale outages or other significant events, including during evenings and weekends as needed

• Serve on the media on-call rotation, providing evening and weekend response for media inquiries related to power outages

Qualifications

• Bachelor's degree in Digital Marketing, Communications or related discipline

• Minimum 5-7 years relevant work experience, including proven results executing strategic communications programs

• Experience with utilities or other regulated industries a plus

• Ability to work independently and collaboratively across the organization

• Possess and demonstrate good problem-solving skills and decision-making abilities

• Expert written and verbal communication skills and ability to guide development of compelling content
• Familiarity with analytics tools and comfort working with data and translating insights into strategy
• Good team player with strong organizational and project management experience

• Ability to develop effective working relationships with employees at all levels

• Able to work under tight deadlines, manage multiple projects and prioritize work

• Experience with email platforms and website content management systems preferred

• Experience shooting and editing video a plus

• Proficient in Microsoft Office applications (Word, PowerPoint, Publisher, Office 365, SharePoint)

Benefits, Compensation & Workforce Diversity

At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at www.firstenergycorp.com to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.

Safety

Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.

Position Classification

Exempt

FirstEnergy Human Resources Team