Manager, Customer Experience

Division: Customer Experience - Electricity

Location: Edmonton, AB

Leading with agility!

Position Summary:

Always there. Anywhere. That's us! We are committed to delivering inspired solutions for a better world. We care about our communities, we care about each other, and we care about showing up for those who need us. We never break a promise, and we have the courage to do the right thing, even when it's hard. We take pride in holding ourselves to the highest standard of integrity and excellence in all that we do.

To be on the leading edge of our industry takes an agile mindset. It's a new energy world and our Customer Experience team thrives in the face of such challenge. The work is exciting, urgent, and collaborative, but everyone has autonomy over their domain and a chance to make their mark. It takes imagination and a willingness to take risks and execute on your vision. Together we can bring the right solution at the right time for customers.

Reporting to the Director, Customer Experience and Engagement, this position is responsible for providing strategic and operational leadership for ATCO Electric's contact centre, back-office billing and emergency work desk teams. Responsibilities include working closely with stakeholders to exceed customer service standards, supporting digital transformation by championing a customer-centric approach, implementing process improvement initiatives through the voice of customer program to achieve high levels of customer satisfaction and driving operational excellence through adherence to regulatory standards, policies and procedures.

Responsibilities:

• Customer Experience
  • Manage, analyze, and evaluate customer KPIs and metrics to drive initiatives specifically focused on improving customer experience and engagement.
  • Mature the Quality Program in the contact centre and field; monitoring VOC data and working with the leadership team to ensure continuous improvement and regulatory compliance.
  • Support digital transformation initiatives and drive internal adoption to optimize operations and improve service offerings to customers, identifying areas of opportunity and taking action to resolve issues.
  • Create best-in-class reporting processes, allowing for improved visibility, comprehensibility, efficiency, and scalability of departmental reporting.
  • Act as a thought leader within the Customer Experience organization, bringing data-driven insights to the table and working collaboratively to continuously improve departmental performance.
  • Address and resolve customer issues to protect brand reputation and enhance customer satisfaction in alignment with CX governance and regulatory compliance.
  • Participate in and/or facilitate benchmarking studies with other North American Utility companies.
  • Leverage the continuous improvement model to lead internal process improvement projects to identify root cause, improve efficiency and drive customer satisfaction with multiple internal and external stakeholders.
  • Champion internal customer experience campaigns focused on improving customer centricity by partnering with cross-functional teams to maximize impact.
• Performance Excellence
  • Ensure the integration of ATCO Electric business policies and processes with the regulator and facilitate a strong collaborative relationship while ensuring regulatory compliance.
  • Escalate issues with Retailers when processes do not align with ATCO Electric's or do not support strong customer experiences.
  • Liaise with stakeholders to ensure common approaches on regulatory matters as required.
  • Participate in and/or facilitate special task force teams charged with addressing industry issues.
  • Serve as a spokesperson and subject matter expert on a variety of internal and external forums.
  • Develop and manage relationships with working groups, committees, community stakeholders and industry colleagues to facilitate partnerships.
• Leadership
  • Champion customer advocacy and engagement to drive product and operational improvements for an enhanced customer experience.
  • Build and lead a team of highly engaged business and functional experts committed to operational and customer excellence.
  • Coach and mentor employees to foster a high performing and rewarding work environment.
  • Provide visible leadership to ensure compliance with corporate policies and best practices related to Health, Safety and Environment.
  • Foster a culture of psychological safety, innovation, transparency, and accountability in all areas of responsibility.

Qualifications:

• Undergraduate Degree (i.e. Bachelor of Commerce) from an accredited University.
• 7-10 years' progressive experience leading in a customer focused environment; including customer service leadership roles, with at least 2 years in a manager-level position.
• Demonstrated ability to achieve superior customer experiences and results.
• Strong people leadership skills, including experience leading organizational change.
• Demonstrated success leading in a unionized environment.
• Exceptional ability to communicate and foster positive business relationships.
• Experience with digital transformation initiatives in customer experience.
• Knowledge of the electric industry structure in Alberta and the roles and responsibilities of market participants would be an asset.
• Proven track record of strong fiscal management and continuous improvement. Training and experience applying project management, financial management and process improvement methodologies an asset.
• Functional knowledge and experience with Utility legislation, regulations, codes and rules governing the marketplace an asset.

What We Offer:

• A culture based on caring, integrity, agility, collaboration, and striving for excellence
• Competitive compensation
• Flex benefits
• Tuition assistance program
• Training and mentorship programs
• Charitable donation matching

At ATCO - We need a certain type of mindset of people who find our work exciting. Our team has an extraordinary sense of urgency, which is quite different from our peer companies.

We would like to thank everyone for their application; however, only those being considered for an interview will be contacted.

ATCO Electric is part of ATCO Ltd. ATCO delivers inspired solutions for a better world. We are a diversified global corporation with investments in the essential services of Structures & Logistics, Utilities, Energy Infrastructure, Retail Energy, Transportation and Commercial Real Estate. Learn more about how we build communities, energize industries and deliver customer-focused solutions like no other company in the world at www.atco.com. ATCO is proud to be an equal opportunity employer. Visit our website for more information.

Issued: January 23, 2025

Deadline: February 6, 2025