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Customer Experience Officer

3 months ago

Winnipeg, Manitoba, Canada Manitoba Hydro Full time

CUSTOMER EXPERIENCE OFFICER

Winnipeg, MB

_ Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers_

_ Great Benefits_

  • Competitive salary and benefits package.
  • Definedbenefit pension plan.
  • Nineday work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life

- and community.
  • Flextime and partially remote work schedule (providing the option to work remotely two days per week), depending on nature
of work, operational requirements and work location.

Manitoba Hydro is a leader among energy companies in North America, recognized for providing highly reliable service and
exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that supports innovation,
commitment and customer service.

We are seeking two Customer Experience Officers to join our newly formed Customer Solutions & Experience business unit. The
business unit is responsible for customer centricity and building a centre of expertise around the customer's needs and wants. As
champions for the customer, this business unit will develop new and existing products and experiences and represent the customer
at every touchpoint, developing market insights and prioritizing service excellence in all of the organization's activities. The
Customer Experience Officer position will have a central role in overseeing Manitoba Hydro's key customer journey's and leading
efforts to identify customer pain points and improve the customer experience.
This is an exciting opportunity for a highly motivated, dynamic individual who has an interest in technology, solving problems and
wants to help shape Manitoba Hydro into a more responsive, trusted, customer-centric organization.

Reporting to the Manager of Customer Strategy & Experience Improvement, the Customer Experience (CX) Officer will have
ownership over key customer journeys with an objective of supporting the transition to a modern, omnichannel customer
customer journey mapping, empathy mapping voice of the customer and other operational data sources (qualitative and
quantitative).

corporation vision for customer experience; and outline strategies to bridge current gaps through process reinvention, technology
solutions, cultural changes and/or stakeholder communication.

_Responsibilities:
_

  • Management of and accountability for, a portfolio of Manitoba Hydro's key customer journeys.
  • The CX Officer would be accountable to ensure the customer experience for these key journeys is being comprehensively
- measured and assessed to ensure customer expectations and corporate performance objectives are being met.
  • Lead crossfunctional teams in customer journey mapping of service journeys and touchpoints.
  • Develop the project charter, project plans and other reports (communication, scope, quality, risk, human resources, schedule,

- financial and environment).
  • Formulate and deliver executive recommendations and presentations that demonstrate outcomes relative to corporate and
divisional strategic goals.
Support identification and prioritization of key CX opportunities using the tools and frameworks provided by CS&E division (i.e.
lifecycle customer maps).

  • Represent the customer through various internal processes to review corporate and customer policies.
  • Maintain visibility of industry trends for selfservice, customer engagement and service trends through proliferation of contacts
at peer utilities, participation in industry conferences/events and consuming information of available market intelligence
services (i.e. Chartwell).

  • Synthesize information on market trends and innovations related to best practice in customer experience management in the
MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY

Reference Code:

CO
- utility sector.
  • Provide strategic advice to department and divisional management through inclusion in business planning, review of current
initiatives and future state capability road maps.

_ Qualifications:
_

  • Completion of a fouryear university degree in business (or relevant discipline) from an institute of recognized standing plus
four years of directly related experience managing complex, strategic programs or projects.
OR

  • Completion of a twoyear diploma in Business Administration (or relevant discipline) from an institute of recognized standing
plus six years of directly related experience managing complex, strategic programs or projects.

  • Demonstrated experience in customer journey and empathy mapping would be a significant asset.
  • Knowledge of key concepts and tools related to customer experience management would be a significant asset.
  • Proven business acumen, and adept at thinking and communicating in a commercial context to leverage various types of data
- to produce strategies to improve the customer experience while balancing other strategic goals (i.e. Operating Efficiency).
  • Exceptionally cu