Posted Oct 12, 2021 at 05:00 am Closes Oct 26, 2021 at 05:00 am
CUSTOMER TECHNOLOGY OFFICER
Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers!
Manitoba Hydro is 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 supports innovation, commitment and customer service.
We are seeking an experienced Customer Technology Officer to join our newly formed Customer Solutions & Experience business unit. The business unit is responsible for customer centricity and building a centre of expertise around the customer's needs and wants. As champions for the customer, this business unit will develop 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. The Customer Technology Officer position will have a leading role in developing and implementing Manitoba Hydro’s digital customer engagement roadmap; an initiative which will support an omnichannel customer journey.
Reporting to the Manager of Customer Strategy & Experience improvement, the Customer Technology Officer will be accountable for developing Manitoba Hydro’s digital customer strategy, including identification of new technology to support a modern, omnichannel customer experience. The role will play an important role in supporting the identification of opportunities to improve the digital customer experience and journey across Manitoba Hydro. That strategy will centre around refinement of a technical and marketing strategy for the customer self-service portal, but also include strategies for implementation of other self-service opportunities, such as chatbots, digital assistants and other automated engagement or communication technology to improve the customer experience and operational efficiency.
This is an exciting opportunity for a highly motivated, dynamic individual who has an interest in technology, solving problems and wants to help shape Manitoba Hydro into a more responsive, trusted, customer-centric organization.
Management of and accountability for, Manitoba Hydro’s digital customer experience. This will include development, implementation and evergreening of a digital customer engagement roadmap.
Develop a technology strategy for Manitoba Hydro’s Customer Self Service portal (CSSP). This will include developing market awareness, adoption and performance targets for the CSSP after reviewing available research, operational analytics and taking into account Manitoba Hydro’s strategic customer goals.
Lead a working pod of technical specialists that will be tasked to identify, prioritize and implement improvements to the CSSP technical architecture and processes around portal self-service transactions (i.e. Account moves, meter reads) and are contained within CSSP.
Drive concrete customer experience improvements across the organization by facilitating and detailing digital customer journeys across the enterprise in support of Strategy 2040 charters to "Continuously improve customer responsiveness & satisfaction" and "Significantly expand digital customer service."
Lead cross-functional teams in customer journey mapping of key digital engagements. Develop the project charter, project plans and other reports (communication, scope, quality, risk, human resources, schedule, financial and environment). Formulate and deliver executive recommendations and presentations that demonstrate outcomes relative to corporate and divisional strategic goals.
Maintain visibility of industry trends for digital adoption, customer engagement and service trends through proliferation of contacts at peer utilities, participation in industry conferences/events and consuming information of available market intelligence services (i.e. Chartwell).
Synthesize information on market trends and innovations related to digital technology and inform the corporation’s overarching customer strategy. Provide strategic advice to department and divisional management through inclusion in strategic decision making, current initiatives and future state capability road maps.
Completion of a four-year university degree in business (or relevant discipline) from an institute of recognized standing plus four years of directly related experience managing complex, strategic programs or projects.
Completion of a two-year diploma in Business Administration (or relevant discipline) from an institute of recognized standing plus six years of directly related experience managing complex, strategic programs or projects.
Demonstrated experience in customer journey and empathy mapping would be a significant asset.
Knowledge of key concepts and tools related to customer experience management would be a significant asset.
Demonstrated proficiency, through previous work experience, of developing strategic business or product/technology development plans. Relevant experience that focuses on digital technology adoption would be a significant asset.
Proven business acumen, and adept at thinking and communicating in a commercial context to leverage various types of data to produce digital strategies to improve the customer experience while balancing other strategies goals (i.e. Operating Efficiency).
An understanding of (or intellectual curiosity regarding) how to leverage emerging technologies in order to facilitate a digital transformation of the customer experience, particularly among early adopters.
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, and to champion customer conversations in all decisions.
Strong communication (written, oral, presentation) skills and a high level of comfort, credibility, and confidence with public speaking.
Possess an analytical nature, self-motivating, and a demonstrated ability to exercise sound judgment in making decisions related to the development and implementation of business solutions.
Experience with software tools for customer journey mapping and/or project management would be a significant asset.
Tactful, have a pleasant personality, and be willing to work with others in a team environment.
Demonstrated working knowledge of IT systems would be considered an asset
Demonstrated ability to lead high performance cross-functional teams in a cohesive manner.
Familiarity with the utility industry would be an asset but is not a requirement.
CXPA designation would be an asset.
Competitive salary and benefits package.
Defined-benefit pension plan.
Nine-day work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life and community.
Visit www.hydro.mb.ca/careers to learn more about this position and to apply online. The deadline for applications is October 25, 2021.
We thank you for your interest and will contact you if you are selected for an interview.
Note: Interviews will be conducted via MS Teams and may be scheduled on short notice and outside of regular working hours.
This document is available in accessible formats upon request. Please let us know if you require any accommodations during the recruitment process.
This employer accepts online applications via AMIK.ca! Apply online now for the following benefits: