Customer Program Manager

7 months ago

Markham, Canada Hydro One Networks Inc Full time

**48521** - **Markham** - **Regular** -**

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.4 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One

**General Accountabilities**:

- Establish a customer experience feedback structure in support of broader corporate and customer goals.
- Manage and maintain project plans, develop action plans for issues, track risk mitigation plans and recommendations as necessary to advance Hydro One digital projects.
- Manage and provide consultative services and specialized expertise in areas of web usability, consumer experience, and digital storytelling.
- Design, develop and plan for the integration and consumer launch of new e-tools Work collaboratively with vendors to deliver an effective and award winning digital platform.
- Monitor performance data for the purpose of managing the service and maintaining customer satisfaction.
- Be accountable for customer satisfaction associated with delivery of these programs.
- Jointly with senior executives, develop and manage 5-year business plans and budgets.
- Serve as a SME in User Experience (UX) and Customer Experience (CX) Design, maintain consistency of CX across multiple channels.
- Perform UX audits, establish the system of UX benchmarks to monitor UX design quality of the solutions built.
- Provide guidance to the delivery teams on data driven UX design.
- Develop business cases and clearly define scope for proposed initiatives.
- Work closely with executive-level service providers and Hydro One staff to facilitate required changes.
- Identify, recommend, and implement change to ensure ongoing regulatory compliance, reduce costs, improve efficiencies, and implement best practice, through the customer sustainment work programs.
- Introduce new processes and technology into customer delivery sustainment programs.
- Develop and implement technology strategies for customer delivery sustainment.
- Predict performance problems and take action.
- Understand and predict customer impact of programs and initiatives.
- Participate in strategic initiatives that may influence customer perceptions and behaviour.
- Report on performance to Hydro One senior management.
- Recommend Hydro One policy changes related to customer delivery.
- Participate in RFP and contract-award/negotiations with respect to 3rd party contracts if necessary.
- Establish Service Level documents with 3rd parties.
- Keep abreast of the latest developments and act as an industry expert

**Education**:

- Requires a knowledge of such disciplines as business administration, social sciences, digital media and marketing to establish and maintain good customer and public relationships including resolving customer complaints and concerns, identifying emerging trends and develop strategies to respond to trends, issues, conflicts and concerns.

**Experience**:

- Previous experience in UX and CX management roles, designing complex, large scale solutions.
- Demonstrated expertise in user-centered design methodology and tools, ability to use heuristic evaluations and other techniques to monitor UX design quality of the solutions built
- Experience with analyzing results of quantitative and qualitative research: surveys, usability testing, collaborative design sessions, web analytics.
- Demonstrated ability to identify actionable insights that inform critical decisions based on the quantitative and qualitative user research
- Deep practical knowledge of Service Design, Design Thinking, and UX Design Strategy; demonstrated ability to use journey modelling, personas, and other techniques to define customer experience across multiple channels
- Deep practical knowledge of Agile and Waterfall software development methodology
- Business focus - ability to understand business objectives and translate them into requirements and solutions.
- Extensive demonstrated leadership and managerial competency in managing a team of professionals, establishing priorities and adapting to changing conditions.
- Requires experience in understanding of developments and changes with respect to electricity industry structure and market rule and code changes and their corresponding impacts on customers.
- Requires a demonstrated ability to supervise, foster positive working relationships and the ability to provide effective team leadership, including performance monitoring, evaluation and feedback.
- A period of over 4 years and up to and including 6 years is considered necessary to gain this experience.

At Hydro One we understand that the success and strength of

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