Customer Experience Strategist

6 days ago


Eastern Ontario, Canada Hydro Ottawa Full time

Unlock Your Potential at Hydro Ottawa

We are seeking a seasoned customer experience leader to drive innovation and excellence in our organization. As the Director, Customer Service, you will be responsible for developing and executing strategies that enhance customer satisfaction, improve operational efficiency, and drive digital transformation.

About the Role

The ideal candidate will have a strong understanding of industry best practices, data-driven decision making, and emerging technologies in customer service. With a proven track record of developing and implementing successful customer service strategies and initiatives, you will lead cross-functional teams to achieve enterprise-wide goals.

Key Responsibilities

  • Leadership and Development: Develop and mentor staff by providing leadership, coaching, and development opportunities to team members, fostering a culture of excellence and continuous improvement.
  • Customer-Centric Culture: Champion a customer-centric culture across the organization, prioritizing customer needs while ensuring a high standard for customer privacy, confidentiality, and cybersecurity standards in all decision-making.
  • Strategic Planning: Collaborate with senior management and executive teams to orchestrate enterprise-wide change management initiatives along with customer-focused activities.
  • Digital Transformation: Drive digital transformation by leading the transition to a paperless environment and implementing digital solutions to enhance customer self-service and overall efficiency.
  • Operational Excellence: Drive operational excellence to optimize customer service, billing, and collections processes to ensure accuracy, efficiency, and compliance with regulatory requirements.
  • Performance Monitoring: Monitor performance and drive continuous improvement by tracking key performance indicators related to customer satisfaction, operational efficiency, and financial performance.

Requirements and Qualifications

  • Bachelor's degree in Business Administration, Management, or a related field
  • Minimum of 10 years of progressive experience in customer service leadership roles, with at least 5 years in a Director-level position
  • Proven track record of developing and implementing successful customer service strategies and initiatives
  • Experience working with senior management and executive teams to orchestrate enterprise-wide change management initiatives along with customer-focused activities
  • Experience with digital transformation initiatives in customer service
  • Ability to analyze and manage program metrics to track progress and achieve objectives
  • English essential, both oral and written; Bilingual (English/French) considered an asset

What We Offer

We offer a competitive salary range of $121,254.13 to $181,825.36 per year, commensurate with qualifications. Additionally, we provide a Hybrid Work Model and opportunities for professional growth and development.

Location

Ottawa, ON



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