Posted Oct 12, 2021 at 05:00 am Closes Oct 26, 2021 at 05:00 am
CUSTOMER RESEARCH 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 experience Customer Research 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 Research Officer position will have a leading role in designing, implementing, analyzing and communicating key strategic insights from customer research initiatives to meet the needs of the Customer Strategy & Experience division.
Reporting to the Manager of Customer Data Analytics & Research Department, the Research Officer will design and lead many of Manitoba Hydro’s key customer research initiatives, specifically focusing on leading the Voice of the Customer post-transactional research program. The position will play an important role in supporting the identification of key customer pain points through “insights to action”; highlighting opportunities to improve the customer experience across Manitoba Hydro’s key customer journeys. The successful applicant for this position will play a key role in the development of a corporate customer research roadmap and be responsible for lifecycle management of the research initiatives from initial study design to strategic communication of results. The individual will have a solid understanding of designing customer research initiatives across a variety of platforms and channels, specifically digital survey design and fielding. The individual will also require strong critical thinking and communication skills which will be required to identify and communicate key customer insights to internal stakeholders. This role will also have a governance role over Manitoba Hydro internal research software and ensuring coordination of needs across a cross-functional set of stakeholders.
This is an exciting opportunity for a highly motivated, dynamic individual who enjoys interacting with customers, solving problems and wants to help shape Manitoba Hydro into a more responsive, trusted, customer-centric organization.
Lead various Manitoba Hydro’s Voice of the Customer (VOC) research initiatives. This will include study design, implementation, data analysis, insights generation and strategic results communication. The individual must be experiencing in design research programs across a variety of customer engagement channels (email, SMS, digital intercept, phone/voice, etc) to best achieve objectives of internal stakeholders.
Advanced statistical analysis of research data through available software tools including correlation and regression/key driver analysis to help validate key strategic insights.
Generate “actionable insights” from large volumes of data that correlate with business value for Manitoba Hydro (i.e. alignment with key strategic pillars around operational efficiency, customer experience and trusted advisor).
Accountable for on-going management of Manitoba Hydro’s corporate survey software license. This includes corporate license management activities (renewal, license size, functionality) and governance over an internal digital survey software user group.
Responsible for operational continuity of Manitoba Hydro’s existing/on-going VOC post-transactional studies. This includes coordination of (in conjunction with IT Services) the back-end automation from internal enterprise systems (Banner, Mobile Workforce Management) and building/maintain automations for survey distribution within Qualtrics software. It also includes ensuring on-going operational requirements (i.e. open text).
Technical review of research initiatives to ensure the studies (on-going or new) meet stakeholder objectives, corporate strategic objectives while meeting minimum technical performance levels. Successful applicant must have detailed knowledge of the key criteria and technical assessment requirements for customer research initiatives (population sampling, sample error calculations).
Provide critical support to the Department Manager on the development of a corporate research roadmap, including assessment of opportunities for growing research capabilities across customer touchpoints and communication channels.
Evaluate the use of text analytics and other leading-edge efficiency tools within customer research area; evaluate opportunities for application within Manitoba Hydro.
Support development of Customer Personas through analysis of existing customer research, operational data and industry best practices.
Develop process logistics for the corporate research program to ensure technical integrity of the results and maintain business continuity. This would include development of key maintenance operations and updated process documents to ensure transparent methodologies and an easily transferrable knowledge base.
Actively maintain knowledge of industry best practices regarding the acquisition and utilization of customer research. This would include developing relationships with other peer utilities to inform Manitoba Hydro’s corporate research strategy.
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 in designing, implementing and analyzing customer research initiatives.
Experience in leading a variety of different customer research studies across a range of methodologies, technology platforms and communication channels. Solid knowledge of statistics and primary analytical tools used within customer research space including sample size/sample error calculation, correlation and regression analysis.
Proven business acumen, and adept at thinking and communicating in a commercial context to leverage research 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.
Technical capability to manage a corporate software platform including ability to lead/coordinate technical back-office automations to facilitate automated distribution required.
Strong analytical and critical thinking skills with an ability to articulate customer benefits 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.
Strong communication (written, oral, presentation) skills and a high level of comfort, credibility, and confidence with public speaking.
Experience using advanced analytical/artificial intelligence tools (i.e. text analytics) to improve production efficiency (through automation or support) would be an asset.
The following attributes would be an asset, but are not a requirement:
Knowledge of the utility industry.
Experience with Qualtrics software platform (or other, comparable Experience Management software).
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: