Job Location: WINNIPEG, MB Job Category: Business Development Job Type: Full-Time How To Apply: Mail, E-mail or AMIK.ca

CUSTOMER EXPERIENCE OFFICER WINNIPEG, MB

Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers!

• Competitive salary and benefits package.
• Nine-day work cycle which normally results in every other Monday off, providing for 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.

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.

Reporting to the Manager of Customer Strategy & Experience Improvement, the Customer Experience (CX) Officer will have ownership over key customer journeys with an objective of supporting the transition to a modern customer experience.

The CX Officer will lead various teams of cross-functional subject matter experts to through the Customer Journey Optimization process, envisioning future state outcomes that meet corporation vision for customer experience; and outline strategies to bridge current gaps through process reinvention, technology solutions, cultural changes and/or stakeholder communication. The CX Officer will also be accountable for executing many of the improvement projects that are developed during the discovery and design phases.

Responsibilities:

• Management of and accountability for, a portfolio of Manitoba Hydro's key customer journeys. The CX Officer would be accountable to ensure the customer experience for these key journeys is being comprehensively measured and assessed to ensure customer expectations and corporate performance objectives are being met.
• Lead cross-functional teams in customer journey mapping of service journeys and touchpoints. 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.
• Manage improvement project execution using standard project management methodologies and framework.
• Support identification and prioritization of key CX opportunities using the tools and frameworks provided by CS&E division (i.e., lifecycle customer maps).
• Represent the customer through various internal processes to review corporate and customer policies.
• Maintain visibility of industry trends for self-service, 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 best practice in customer experience management in the utility sector. Provide strategic advice to department and divisional management through inclusion in business planning, review of current initiatives, and future state capability road maps.

Qualifications:

• 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.
  OR
• 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 mapping would be a significant asset.
• Knowledge of key concepts and tools related to human centred design and customer experience management 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 strategies to improve the customer experience while balancing other strategic goals (i.e., Operating Efficiency).
• 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 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.

Salary Range
Starting salary will be commensurate with qualifications and experience. The range for the classification is $42.29-$58.35 Hourly, $81,036.54-$111,819.24 Annually.

Apply Now!

Note: This employment opportunity is advertised on Manitoba Hydro's career website, and all candidates wishing to apply must do so using our online application system.
Visit to learn more about this position and to apply online.
The deadline for applications is MAY 13, 2024

We thank you for your interest and will contact you if you are selected for an interview.

This document is available in accessible formats upon request. Please let us know if you require any accommodations during the recruitment process.

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