Customer Experience Program Lead

3 weeks ago

Halifax, Canada Nova Scotia Power Full time

Logistics:
**Job Title**:
Customer Experience Program Lead

**Company, Department**:
Nova Scotia Power, Customer Experience & Innovation

**Location**:
Halifax, Nova Scotia - Hybrid

**Type of Employment**:
Regular, Full-Time**Closing Date**:
March 15th, 2024

**Reference Number**:
2024-2706

The Opportunity:
We are seeking a driven and experienced individual to join our Customer Experience team as the **Customer Experience Program **Lead, **reporting to the Senior Manager. Your role will be instrumental in shaping and executing our customer experience strategy while fostering a customer-centric culture throughout the organization.

You will interact with all customer experience stakeholders and employees across the company, to ensure that their needs are met and that we are dedicated to not only meeting but exceeding customer expectations at every turn. You will collaborate closely with many groups across the company to understand how we can support them to achieve our goals.

Key elements of this role include:

- Develop and execute comprehensive customer experience strategies and workplans in alignment with business and CX objectives to drive improvements in customer experience.
- Lead the creation of engaging and informative content related to customer experience best practices, service standards.
- Work with internal and external partners to create and deliver regular CX training modules to all employees at NS Power.
- Ensure any training developed/delivered reflects the variety of learning styles that exist across our workforce.
- Coordinate and ensure customer experience training programs are delivered to all employees, in in the most effective way and ensure alignment with company values and service standards.
- Support the rollout of customer experience initiatives across departments, collaborating with cross-functional teams for successful implementation.
- Track initiative accomplishments and optimization opportunities for ongoing learning.
- Develop and maintain key performance indicators (KPIs) and metrics to track the effectiveness of customer experience initiatives, training, engagement, and providing regular reports to senior management.
- Collaborate with internal stakeholders to identify opportunities for innovation and process improvements that enhance the overall customer experience.
- Act as an advocate for the customer within the organization, ensuring their needs and preferences are considered in decision-making processes.
- Stay updated on industry trends, best practices, and emerging technologies in customer experience management, incorporating relevant insights into strategy development.

**Additional Responsibilities**:

- Build and maintain strong relationships with key stakeholders, including customers, regulators, and community partners, to enhance the company's reputation.
- Drive continuous improvement initiatives based on customer feedback and market research, ensuring the company remains responsive to evolving customer needs.
- Collaborate with the lead of customer satisfaction tracking to collect employee and customer feedback through surveys, focus groups, and feedback mechanisms, using insights to inform strategic decisions.

**Key Performance Indicators**:

- Increase customer and employee satisfaction as tracked in Customer Experience metrics
- Decrease in pain points and escalation
- Assess and increase employee engagement, satisfaction and feedback from the program

These skills will make you successful:
To thrive in this role, you recognize yourself in most of the following competencies and skills listed below:

- Bachelor's degree in business administration, marketing, communication or a related field.
- A certificate in Adult Education/Facilitation would be a great asset.
- Minimum of 5 years of experience in customer experience management or a related field, with a proven track record of driving measurable results.
- Experience developing and delivering training programs, workshops, or presentations on customer experience best practices and service excellence.
- Strong leadership and project management skills, with the ability to lead cross-functional teams and manage multiple projects simultaneously.
- Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels of the organization.
- Proficiency in data analysis and interpretation, with the ability to leverage insights to inform decision-making and drive continuous improvement.
- Knowledge of regulatory requirements and compliance standards relevant to the utility industry is preferred but not required.
- A customer centric mindset and a passion for delivering exceptional customer experiences and a commitment to fostering a customer-centric culture throughout the organization.
- Strong problem-solving skills to identify issues and navigate complex customer-related challenges.

We understand that experience comes in many forms, and we’re dedicated to ad

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