Specialist, Customer Experience

Full-time, 35 hours/ week, Hybrid
At Alectra, we’re not just about powering communities; we’re about empowering our people. We prioritize well-being through a culture that fosters collaboration, innovation and continuous growth. We believe in providing a supportive and inclusive environment where everyone can thrive and make an impact.
Are you a proactive and innovative professional looking to make a significant impact at the intersection of technology and customer experience?
The Specialist, Customer Experience & Enterprise Applications plays a crucial role in integrating technology into business operations, optimizing system performance, enhancing customer operations, and driving efficiency in meter-to-cash activities. This position collaborates with cross-functional teams to develop, implement, and support solutions that improve business outcomes and elevate customer experiences.
What you’ll do
Customer Service Enterprise Applications Functional Support
- Develop and execute test case plans to validate system changes and enhancements.
- Manage business requests and issues efficiently, ensuring timely resolution and communication of ticket lifecycle.
- Address daily production issues to minimize disruption.
- Lead system enhancements and integrations, gather input, and support development of test plans and System Integration Testing (SIT).
- Support User Acceptance Testing (UAT) and business readiness through training delivery.
- Research and evaluate technologies to enhance operational effectiveness and improve customer experience.
- Identify opportunities to streamline processes and maximize customer satisfaction.

Collaboration and Stakeholder Engagement
- Collaborate with Meter to Cash business teams, IT, and Regulatory to understand utility-specific processes and drive data-driven decision-making.
- Act as a liaison between business users and technology teams to ensure business needs are met.
- Work with cross-functional teams to provide optimal solutions for meter-to-cash and customer experience activities.
- Serve as a functional advisor supporting project planning, system design, and implementation efforts.

Data, Reporting, and Analysis
- Create, run, and analyze ad hoc queries and reports based on business inquiries.
- Understand utility data systems to support decision-making through testing and process recommendations.

Training and Documentation
- Provide coaching and documentation for smooth transitions with new systems and enhancements.

Compliance and Process Improvement
- Ensure adherence to regulatory, legislative, and Health & Safety policies and standards.
- Stay current with emerging technologies and recommend improvements for customer experience activities.
- Implement enhancements to policies, procedures, and workflows to drive operational efficiency.

**Corporate Values and Conduct**: Demonstrate professional conduct and align with Alectra’s core values of safety, teamwork, and customer focus.
**Other Duties**: Perform additional tasks as assigned to support operational objectives
Who you are
Education & Technical Knowledge
- Post-secondary education in business, technology, or a related discipline.
- Understanding of utility business processes including billing, customer service, collections, payment processing, smart meter data, and rate calculation.
- Knowledge of utility operational KPIs and daily business processes.
- Familiarity with data governance, analytics, and reporting tools.
- Advanced knowledge of CIS Applications, Settlement Systems, and OEB Regulation.
- Preferred understanding of CC&B table structures and SQL.
- Preferred understanding of SEW System.
- Experience in test case development and execution preferred.
- Knowledge of testing tools is an asset.
- Experience with JD Edwards is an asset.

Experience
- Minimum of 5 years in the industry, focusing on system development, support, and process optimization.

Skills/Abilities/Competencies
- Proven ability to lead teams, motivate, and drive change across various levels.
- Strong analytical and problem-solving skills for developing innovative solutions.
- Ability to plan, prioritize, and execute multiple projects and initiatives within timelines.
- Ability to build and maintain collaborative relationships with stakeholders.
- Excellent written and verbal communication skills for clear, concise information delivery.
- Critical thinking skills to identify issues and provide strategic solutions.
- Solid understanding of testing, defect management, and system integrations.

Where you will work
- Hybrid: This role is based in a hybrid environment, allowing for a mix of remote and in-office work to support team collaboration and business needs.

Who we are
As the largest municipally owned electric utility in Canada, we are committed to growing, evolving and remaining innovative to build a sustainable and brighter future. Our values set us apart and are our fundamental beliefs about our organization:
**Safety**: Stay aware