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Customer Experience Innovation Manager

2 weeks ago

Edmonton, Alberta, Canada EPCOR Utilities Inc. Full time
About Us

EPCOR Utilities Inc. is a leading energy company that provides electricity at the regulated rate, as set by the Alberta Utilities Commission. Our competitive retail arm, Encor, offers a variety of electricity and natural gas plans to give Albertans choice and help them save money on their monthly bill.

Job Description

We are seeking an experienced Customer Experience Innovation Manager to lead our customer experience strategy and operations. As a key member of our team, you will be responsible for enhancing and differentiating our customer experience while managing day-to-day customer issues.

Your role will involve:

  • Providing leadership and project management expertise in customer experience and operations
  • Developing a research-based strategy that reflects customers' current and evolving needs
  • Managing all Encor customer touchpoints to ensure the customer experience strategy is implemented and measured

You will work closely with our senior leadership team, Energy Services, and Information Technology to develop solutions and oversee the resolution of customer experiences, issues, and concerns.

Key Responsibilities

The successful candidate will have the following responsibilities:

  • Annual Business Planning: Provide input to strategic plans and directions, define performance goals, and monitor results against pre-defined performance metrics
  • Customer Experience Strategy: Lead the development of a research-based strategy that enhances customer satisfaction and loyalty
  • Customer Operations and Success Measurement: Manage all Encor customer touchpoints and interact with internal stakeholders to provide messaging and execution advice
  • Operational Excellence & Issues Management: Collaborate with Encor Leadership to review customer escalation issues and determine the best course of action for resolution

You will also be responsible for leading a high-functioning Customer Experience and Operations team, fostering a culture of ownership and innovation through effective hiring, talent development, organizational structure, and succession planning.