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. 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 r…