Manager, Low Carbon Customer Experience

6 days ago

North York, Canada Enbridge Full time

**Posting End Date**:
November 20, 2024

**Employee Type**:
Regular-Full time

**Union/Non**:
This is a non-union position

Are you looking to be responsible for developing a vision and execution strategy for all elements of new customer experience? If so, this opportunity is for you In this role you will p rovide leadership to manage key components of Sustain's customer operations with a dedication on positive customer experience.

**What You Will Do**:

- Develop and implement a strategy for customer experience including account management, billing/collection, builder support, website and customer support among others.
- Lead requirements gathering and documentation to provide 3rd party vendors with sufficient information to build the core retail systems.
- Coordinate with with Marketing team to implement CSAT tracking program for Sustain.
- Work with marketing team to assist in execution of all customer communications, website and educational content.
- Ensure digital channels adhere to the Enbridge user experience standards, Accessibility and Branding guidelines, and technical solutions interface seamlessly with our Customer Information System.
- Support and drive alignment to a single change management and communication approach for all change initiatives within Sustain.

**Who You Are**:
**Required**:

- Bachelor’s Degree Preferred or Related Experience in Business, Computer Science or Engineering with 8+ years of related experience.
- Demonstrated ability to lead process change and system development in all aspects of Customer Experience.
- Ability to manage complex problems with uncertainty.
- Demonstrated ability to work on multiple tasks and shift priorities without loss of efficiency and effectiveness.
- Team player, who is able to work independently to deliver results.
- Demonstrated ability to build co-operative internal and external working relationships.
- Strong creative, user experience UX/UI and technical processes.
- Excellent knowledge of digital channel design.
- Expert understanding of appropriate technology (e.g., Adobe Creative Suite, Invision, Jira, HPQC, etc) and design software.
- Proven Microsoft Office Suite proficiency, i.e. Visio, Word, Excel, PowerPoint, Adobe Creative Suite.
- Ability to travel if required.

**Preferred**:

- A portfolio demonstrating a user-centric approach to user experience design.
- Demonstrated ability to create and design user experience following a user-centric approach Experience with web design and related technologies.
- Ability and willingness to grow, develop and evolve skills suitable for other opportunities within Customer Care.

**Working Conditions**:

- Position works in typical office environment.
- Some project implementations occur overnight or on weekends and may need to be available to support and manage project go-live.
- Requires some travel to contact centre.

**Flex-Work**:
Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members. Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start or end time, to opt for a compressed workweek schedule or the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option. #LI-Hybrid

Information For Applicants:

- Applications can be submitted via our online recruiting system only.
- We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

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