Customer Performance

Customer Performance & Insights Officer

Winnipeg, MB

Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers We are 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 champions safety, supports innovation, and delivers on our commitment to customer

service - while actively fostering a diverse, equitable, and inclusive workplace reflective of the communities we serve.

Great Benefits

• Competitive salary and comprehensive benefits package.
• Defined-benefit pension plan for long-term financial security.
• Nine-day work cycle, typically resulting in every other Monday off to support 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.

Position Overview:

The Customer Insights & Business Performance team is seeking an innovative, creative and dynamic individual to provide analytical

support for the Customer Solutions & Experience business unit. Our team drives business performance through the development

and implementation of actionable insights derived from research and internal data. As champions for the customer, this business unit

develops new and existing products and experiences and represent the customer at every touchpoint, developing market insights

and prioritizing service excellence in all of the organization's activities. A key input into this process is leveraging customer data &

insights to make data-driven, customer-centric decisions. The Customer Performance & Insights Officer position will have a leading

role in coordinating, maintaining, and visualizing Manitoba Hydro's customer data, allowing real-time customer insights to be

delivered in a meaningful way.

Reporting to the Business Performance Lead, the Customer Performance & Insights Officer will be accountable for generating

customer related reporting & insights for key stakeholders across the enterprise. By working closely with Customer Solutions &

Experience business unit as well as larger enterprise stakeholders, this role will be responsible for generating timely customer

insights to enable data-driven decision making. This role will also identify gaps in data points that are needed to report on Tier 1

KPIs that matter to Customer Solutions & Experience BU as well as larger enterprise. This role is responsible for using MS PowerBI

to set up automated dashboards & reporting – but – most importantly the role must demonstrate expertise in generating meaningful

insights from data with effective storytelling. This is a front-end system role designed to equip CS&E BU and larger enterprise to

align on and make customer centric data driven decisions in a timely manner.

This is an exciting opportunity for a highly motivated, dynamic individual who has an interest in data visualization, storytelling, data

analysis and wants to help shape Manitoba Hydro into a more responsive, trusted, customer-centric organization.

Responsibilities:

• Design and develop end-to-end reporting solutions that map customer interactions across multiple touchpoints.
• Mine data to access disparate data sources to generate customer insights – but most importantly – generate & present

insights in a format that is designed to cater to non-technical audiences.

• Identify key customer insights related to business stakeholder questions by running front-end queries and leveraging front-end

tools such as MS PowerBI.

• Identify pain points and improvement opportunities using data driven solutions and customer feedback.
• Work closely in partnership with Digital & Technology to leverage the enterprise data and analytics system and enable

automated MS PowerBI reporting and other insight generation for Customer Strategy & Experience business unit.

• Establish and maintain a work intake system to partner with the Customer Solutions & Experience BU as well as larger

enterprise to intake, plan and prioritize data, reporting & insight requests related to customer insights.

• Acts as a subject matter expert to understand the data needs and functional requirements within CS&E BU for both

operational and strategic initiatives, define insights needs.

MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY

Reference Code: CO

• Acts as Data Visualization and Analysis SME for the CS&E business unit, including staying up to date on the latest trends and

recommendations in the industry specifically around effective storytelling by generating insights from structured and

unstructured data. Makes customer data driven recommendations about improvements to existing processes and strategies

within CS&E BU and enterprise on all customer related initiatives.

• Design and develop KPIs associated with various CS&E BU functions in order to track customer and employee experience in

meaningful and timely ways. Create, maintain, and share dashboards and reports to share these KPIs across the CS&E BU.

• Responsible for conducting data consistency and integrity assessments to ensure integrity of all customer reporting and

insights that are generated and shared with leadership team within CS&E BU and across the larger organization.

• Collaborate with the enterprise Data and Analytics Practice team in a Hub and Spoke model to ensure people, process and

technology strategies related to data are aligned.

• Coaches and advises the CS&E BU on latest customer data insights methodologies and trends to drive insights into their

business decisions.

Qualifications:

• Completion of a four-year university degree in Business, Mathematics, Statistics or relevant discipline from an institute of

recognized standing plus four years of directly related experience in building and maintaining customer analytic databases

and dashboards.

OR

• Completion of a two-year diploma in Business, Mathematics, Statistics or relevant discipline from an institute of recognized

standing plus six years of directly related experience in building and maintaining customer analytic databases and

dashboards.

• Strong communication (written, oral, presentation) skills and a high level of comfort, credibility, and confidence explaining data

to a variety of audiences.

• Proven business acumen, and adept at thinking and communicating in a commercial context to leverage customer data to

produce key strategic and actionable insights for process owners and management to understand the current state and

opportunities to improve the customer experience.

• Strong analytical and critical thinking skills with an ability to articulate customer experience in a quantifiable, measurable,

monetary manner designed to demonstrate value to the business.

• Exceptionally customer-focused and oriented, with outstanding relationship-building skills. A proven ability to comfortably and

effectively build and maintain a broad range of relationships and at a variety of levels, internally and externally.

• Proven experience to take unstructured data from diverse data sources to create a fully automated reporting solution.
• Proven experience in building end-to-end reporting solutions for digital platforms.
• Extensive experience in designing and optimizing digital customer journeys, with a deep understanding of user behaviour and

segmentation.

• Ability to work with a collaborative team in a fast-paced, multi-faceted environment.
• Solid data analysis skills (e.g., R, SAS, SPSS).
• Strong proficiency in analytics tools (GA4, PowerBI, Optimal Workshop).
• Strong understanding of data modeling and database structures.
• Working knowledge of continuous improvement methods (e.g., Six Sigma, Lean, etc.) and tools (e.g., A3, DMAIC, PDCA,

Root Cause Analysis, etc.), and change management practices (e.g., Prosci, ADKAR) is an asset.

• Familiarity with UX research or journey mapping tools like Miro or Optimal Workshop considered an asset.
• Solid experience in at least one reporting tool such as Power BI.
• Outstanding MS Excel skills including macros, slicers and pivots.
• An understanding of machine learning concepts is beneficial.
• Possess an analytical nature, be self-motivated, a team player, and have a demonstrated ability to exercise sound judgment in

making decisions related to the use of data in making business decisions.

Salary Range

Starting salary will be commensurate with qualifications and experience. The range for the classification is $43.35-$59.82 Hourly,

$83,070.78-$114,625.68 Annually.

Apply Now

Ready to join a team that energizes Manitoba and puts safety, innovation, and inclusion at the heart of everything we do? Visit

to learn more about this position and to apply online.

Application deadline: NOVEMBER 28, 2025.

We appreciate your interest in Manitoba Hydro and thank all applicants. Only those selected for the next stage of the selection

process will be contacted.

Reference Code: CO

If you require accommodations during the recruitment process or need this posting in an accessible format, please let us

know—we're committed to a barrier-free experience for all candidates.