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Customer Experience Officer

2 weeks ago

Winnipeg, Canada Manitoba Hydro Full time

**CUSTOMER EXPERIENCE OFFICER**

**WINNIPEG, MB**

**_ Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers_**

**_ Great Benefits_**
- Competitive salary and benefits package.
- Defined-benefit pension plan.
- Nine-day work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life
- and community.
- Flex-time and partially remote work schedule (providing the option to work remotely 3 days per 2 week period), depending on

nature of work, operational requirements and work location.

Manitoba Hydro is a leader among energy companies in North America, recognized for providing highly reliable service and
exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that supports innovation,
commitment, and customer service, while actively supporting a diverse, equitable and inclusive workplace.

Manitoba Hydro's Customer Solutions & Experience business unit (BU) is responsible for building a centre of expertise around the
customer's needs to help achieve objectives related to customer effort, brand trust and cost to serve. The Customer Experience
Officer position will have a central role in overseeing Manitoba Hydro's key customer journey's and leading efforts to identify
customer pain points, improve the customer experience and reduce the organization's cost to serve.
This is an exciting opportunity for a highly motivated, dynamic individual who has an interest in process improvement, solving
challenging problems and a focus on shaping Manitoba Hydro into a more responsive, trusted, customer-centric organization.

Reporting to the Manager of Customer Strategy & Experience Improvement, the Customer Experience (CX) Officer will have
ownership over key customer journeys with an objective of supporting the transition to a modern customer experience.

process, envisioning future state outcomes that meet corporation vision for customer experience; and outline strategies to bridge
current gaps through process reinvention, technology solutions, cultural changes and/or stakeholder communication. The CX
Officer will also be accountable for executing many of the improvement projects that are developed during the discovery and design
phases.

**_ Responsibilities:_**
- Management of and accountability for, a portfolio of Manitoba Hydro's key customer journeys. The CX Officer would be

accountable to ensure the customer experience for these key journeys is being comprehensively measured and assessed to
ensure customer expectations and corporate performance objectives are being met.
- Lead cross-functional teams in customer journey mapping of service journeys and touchpoints. Develop the project charter,

project plans and other reports (communication, scope, quality, risk, human resources, schedule, financial and environment).
Formulate and deliver executive recommendations and presentations that demonstrate outcomes relative to corporate and
divisional strategic goals.
- Manage improvement project execution using standard project management methodologies and framework.
- Support identification and prioritization of key CX opportunities using the tools and frameworks provided by CS&E division (i.e.
- lifecycle customer maps).
- Represent the customer through various internal processes to review corporate and customer policies.
- Maintain visibility of industry trends for self-service, customer engagement and service trends through proliferation of contacts

at peer utilities, participation in industry conferences/events and consuming information of available market intelligence
services (i.e. Chartwell).
- Synthesize information on market trends and innovations related to best practice in customer experience management in the

utility sector. Provide strategic advice to department and divisional management through inclusion in business planning,
review of current initiatives and future state capability road maps.
MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY

Reference Code: CO57045604-01

**_ Qualifications:_**
- Completion of a four-year university degree in business (or relevant discipline) from an institute of recognized standing plus

four years of directly related experience managing complex, strategic programs or projects;
OR
- Completion of a two-year diploma in Business Administration (or relevant discipline) from an institute of recognized standing

plus six years of directly related experience managing complex, strategic programs or projects.
- Demonstrated experience in customer journey mapping would be a significant asset.
- Knowledge of key concepts and tools related to human centred design and customer experience management would be a
- significant asset.
- Proven business acumen, and adept at thinking and communicating in a commercial context to leverage various types of data
- to produce strategies to improve the customer experience while balancing other strategic goals (i