Director Customer Experience

1 day ago

Brantford, Ontario, Canada GrandBridge Energy Inc. Full time US$70,000 - US$150,000 per year

Who We Are:

GrandBridge Corporation is an investment holding company dedicated to driving growth and innovation through our fully owned subsidiaries, GrandBridge Energy Inc., and GrandBridge Group Inc.

GrandBridge Energy Inc. is a leading provider of innovative energy solutions, committed to delivering reliable and sustainable energy to our customers. GrandBridge Group Inc. offers a wide range of energy services through its divisions: Netoptiks, which provides cutting-edge telecommunications solutions, and Enersure, which ensures our customers' homes are comfortable and energy-efficient with home comfort rentals.

Our team of dedicated professionals are committed to helping our communities navigate the transition towards a dynamic and evolving energy landscape. The principles and beliefs that guide our operations are deeply rooted in our values. Join us in our mission to shape the future of energy.

What We Offer

  • Employer Paid Benefits Package
  • OMERS Pension Plan
  • Training and Educational Reimbursement Programs
  • Professional Development & Career Opportunities
  • Wellness Resources & Healthy Lifestyle Incentives
  • Employee and Family Assistance Program
  • Opportunities for Community Involvement

Position Summary

Are you passionate about shaping exceptional customer experiences? GrandBridge Energy is seeking a Director of Customer Experience to lead strategic initiatives that align with our Ambition and Purpose, customer commitments, and ESG priorities. This senior leadership role oversees Customer Service, Credit & Collections, Customer Communications, Key Accounts, and Energy Efficiency programs (DSM/Save on Energy), ensuring these functions work together to deliver seamless, high-quality service across the organization. Reporting to the VP, Customer Experience & ITS, you'll translate strategy into action by leveraging insights, operational expertise, and emerging trends to elevate service quality, strengthen customer trust, and advance GBE's long-term objectives.

What You'll Do

  • Lead and coach functional teams to foster engagement and high performance.
  • Drive omni-channel service delivery using analytics and customer insights.
  • Design frameworks, KPIs, and scorecards that promote excellence and accountability.
  • Oversee credit and collections programs balancing financial performance with fairness.
  • Manage Key Accounts, providing tailored support for high-value customers and partners.
  • Advance DSM and Save on Energy initiatives to support conservation and electrification.
  • Champion digital modernization—self-service tools, automation, AI, and portal upgrades.
  • Guide proactive communication strategies that build trust and engagement.
  • Promote cross-functional alignment and continuous improvement initiatives.
  • Monitor industry trends to anticipate evolving customer needs.
  • Manage budgets, resources, and vendor relationships for optimal performance.

What You Bring

  • Bachelor's degree in business, marketing, utility management, or related field.
  • 10+ years of progressive experience in customer experience, operations, or service delivery.
  • Utilities or regulated industry experience is a strong asset.
  • Proven leadership and communication skills with ability to influence and align stakeholders.
  • Expertise in omni-channel operations, CRM platforms, customer journey mapping, and digital solutions.

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