Specialist, Digital Customer Experience

Highlights of the job

At EPCOR, we're transforming how customers connect with their utility services. Join us in shaping seamless and reliable digital experiences for our customer

s

that make every interaction effortless.

EPCOR Energy Services is hiring a

Specialist, Digital Customer

Experience

[

Full Time Permanent

]

working out of the Edmonton AB office.

T

his role is

central to

shaping

and delivering

our Customer Experience strategy by leading the evolution of digital engagement channels.

As the

Digital Customer Experience Specialist

, you will

own the long-term stewardship and optimization of EPCOR's customer portal and related technologies

—ensuring they deliver low-effort, high-value experiences and adapt to changing customer needs. You'll drive the product roadmap, manage vendor relationships, and integrate future capabilities such as

virtual interaction channels and digital engagement tools

.

Working closely with cross-functional teams, you will boost customer adoption, leverage data for continuous improvement, and stay ahead of industry trends to keep EPCOR at the forefront of digital customer engagement.

This position may be eligible to participate in

EPCOR's

Where We Work

hybrid

program

depending on business needs and upon meeting the eligibility requirements.

What you'd be responsible for

This position is accountable to the

Senior Manager

Customer Experience

and is responsible for:

Strategy

and

Roadmap

• Providing input to the Senior Manager, Customer Experience, ensuring alignment with EPCOR's C

ustomer Experience

strategy and regulatory commitments.
- Ensur

ing

digital initiatives connect to EPCOR's broader CX vision and goals

and

aligning

projects/

enhancements with long-term customer experience strategy
- Developing and executing a customer portal product roadmap that supports self-service, channel containment, and omni-channel integration, including future capabilities

such as virtual interaction channels and digital engagement tools

.
- Contributing to

strategic planning by evaluating how digital adoption impacts service delivery and resource planning—ensuring alignment with our commitment to excellent customer experiences and leveraging agent expertise to drive adoption

.

.

E

xecution and Delivery

• Supporting

the implementation of a new customer

portal

and the ongoing enhancements/ improvements

– ensuring the portal continues to meet both business and customer needs.
- Managing vendor relationships to ensure strategic alignment, service levels, and timely delivery of enhancements.
- Facilitating and l

eading a cross-functional program council

including IT and operation

s

to prioritize and implement portal improvements

across business units.
- Ensuring compliance with policies, standards, and regulatory requirements while mitigating risks.
- Identifying and managing budget requirements for scalable, customer-centric digital solutions.

Insights

and Optimization:

• Defin

ing

and maintain key digital customer experience metrics,

for example

adoption, engagement,

effort

and satisfaction.
- Monitor

ing

and analyz

ing

digital/ portal performance data, report on

return on investment

(

ROI

)

, and use insights to identify opportunities for continuous improvement.

Engagement and Awar

e

ness:

• Collaborating with

C

ommunications and C

ustomer Experience

teams to increase portal awareness and adoption.
- Staying informed on industry trends and best practices in digital engagement

t

hrough peer networking, industry events, and market intelligence services

.

What's required to be successful

Education & Qualifications

:

• Bachelor's degree

in Business, Arts, Science, or a relevant discipline from a recognized institution

Experience:

• 7+ years

of professional experience, including

4+ years in a Product Manager or Digital Customer Experience

role.
- Demonstrated experience in

developing strategic business or product/technology development plans

, ideally focused on

digital technology adoption and transformation

.
- Proven ability to

lead cross-functional teams

, drive alignment across business units, and manage vendor relationships.

Technical Competencies:

• Knowledge of

customer experience management tools and concepts
- Strong understanding of

customer experience principles

, including

customer journey mapping and optimization

.
- Proficiency in

product management tools, methodologies, and practices

.
- Experience with

software tools for customer journey mapping and/or project management

.
- Demonstrated working knowledge of

IT systems and digital platforms

, including

omni-channel integration (e.g., telephony, CRM, portal solutions).
- Proven

business acumen

with the ability to

interpret and communicate strategies using data, monitor KPIs, and report on ROI

to improve customer experience while balancing operational efficiency.

Behavioral Competencies

• Strong

communication skills

—written, verbal, and presentation—with confidence in

public speaking and stakeholder engagement

.
- Analytical mindset

with the ability to interpret data, make sound decisions, and implement business solutions.
- Ability to

build and maintain effective relationships

across various levels of the organization and with external partners.
- Intellectual curiosity and adaptability to

emerging technologies

that support digital transformation and omni-channel experiences

(e.g., telephony, CRM, portal solutions)

.

Nice-to-Have

• Familiarity with the

utility industry

.
- Exposure to

AI-powered customer engagement tools and virtual assistants

.
- Experience in

change management and employee engagement strategies

during technology adoption

.

Other important facts about this job

Jurisdiction

:

PROF

Hours of work

: 80 hours biweekly

Application deadline

:

Due to operational needs

and holiday season

, this posting may close at any time. Applications will be reviewed, and pre-screening may occur throughout the posting period.

Interviews will begin January 2026.

We appreciate your interest in joining EPCOR.

Only candidates selected to move forward will be contacted by email or phone.

EPCOR Employees: Please ensure that you are using your

""

email address.

Learn more about

Working at EPCOR

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Please note the following information:

• A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma

(GED, or equivalent level of secondary education)

and legally entitled to work in Canada

on a permanent

full-time

basis

.

(A copy of a valid work permit may be required.)
- If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required.

Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
- A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.

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