SR Project Manager with extensive business transformation experience to support a customer expe[...]
2 weeks ago
Our client is seeking a SR Project Manager with extensive business transformation experience to support a customer experience transformation program.
Background:
Energy consumers’ preferences and expectations are evolving, pressuring electric service providers to address these shifts. This trend impacts our approach to customer experience (CX), as consumers are seeking a more comprehensive energy experience than the traditional utility model in Alberta can provide. To address this disruption, Our client is initiating the Customer Experience Transformation (CXT) Program, which proposes multiple CX initiatives over the next five years.
Responsibilities:
- Reporting to the CXT Program Manager, the Project Manager, CX Journey Resolution Implementation will:
- Apply project management methodologies and engage CXT program team SMEs.
- Utilize draft documentation and concepts to develop and implement a best practice framework/methodology for CX Journey Resolution Implementation.
- Finalize a Prioritization Model to support decision-making processes for all resolutions.
- Engage with identified resolution sponsors and leads to demonstrate methodology and execute workshops.
- Apply the prioritization model framework and establish ongoing reporting/meeting cadences to capture status.
- Establish and distribute monthly status reports to the CXT Program team and resolution sponsors/leads.
- Include elements such as funding, timeframes, dependencies, risks/issues, and comments.
- Collaborate with resolution sponsors, leads, and the CXT Program team to establish a supporting scorecard to capture resolution KPIs.
- Ensure KPIs are tied to desired customer journey future state outcomes and overall CXT Program metrics.
- Integrate with other teams considering similar functionalities, such as the Opportunity for Improvement (OFI) Program or Process Performance teams.
- Lead follow-up sessions to continuously improve and automate the CX Journey Resolution Implementation approach and supporting technologies.
Must-Haves:
- 10+ years as a Project Manager
- Business transformation initiatives and organizational change management.
- Develop and document the governing approach to managing implementation of new initiatives from awareness to final execution stages.
Nice-to-Haves:
- Experience on other customer experience transformation programs
- Awareness of Lean Six Sigma principles and/or certification.
- Understanding of the utilities landscape within Alberta.
- Familiarity with customer experience methodologies and those related to the customer journey mapping process.
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