Product Owner (Digital Customer Experience)

Company, Department: Nova Scotia Power, Reg. Marketing

Location: Halifax, NS

Type of Employment: Regular, Full time (Hybrid)

Closing Date: January 10th, 2025

As part of our investment in customer experience, we’re hiring a solution-minded Product Owner in our Digital Customer Experience team to help us grow our digital platforms and deliver exceptional customer experiences. Reporting to the Manager of Customer Experience, you will be accountable for leading the customer facing digital initiatives for NS Power and assisting in the strategy roadmap implementation. You will work closely with both our IT team and other cross-functional teams, driving the continuous improvement of our digital initiatives by managing and prioritizing digital product backlogs, defining detailed requirements and user stories for enhancements, and ensuring products meet the standards, needs, and expectations of all stakeholders.

The ideal candidate must have a genuine passion and natural curiosity for all things tied to creating and delivering exceptional digital customer experiences. They must be strategic and creative and have superior management skills. They understand both the technical and design principles that enable a best-in-class user experience. They focus on digital and will lead the development and execution of the customer facing digital initiatives that place the customer at the centre of every decision. They are comfortable working with cross-functional teams, customers, and other stakeholders.

• Assists in the development of the digital customer experience strategy and roadmap, ensuring seamless and exceptional user interactions across digital platforms such as the nspower.ca website and MyAccount platforms.
• Implements and continuously improves digital processes to adapt to evolving customer behaviours, streamline operations, and deliver a consistent omni-channel experience.
• Oversees the end-to-end execution of customer-facing digital projects, including planning, development, delivery, user feedback, and ongoing measurement ensuring alignment with business goals.
• Builds and nurtures collaborative relationships with cross-functional teams, including Customer Experience, Marketing, Customer Care, Business Intelligence, Communications, and Change Management, to align efforts and achieve shared objectives.
• Partners closely with IT teams to ensure digital platform development aligns with overall technology and design standards.
• Tracks, analyzes, and reports on digital performance metrics and key business indicators, using insights to drive continuous improvement.
• Leverages consumer and market research in collaboration with the insights team to inform and guide development priorities and strategies.
• Stays updated on industry trends and incorporates relevant insights into our strategy.

Education and experience:

• Bachelor’s degree or College Diploma in business administration, marketing, customer experience, or a related field.
• A minimum of 5 years of recent experience in the digital/interactive/mobile marketing or customer experience space including directing the user experience.
• Must have directional knowledge and strong understanding of technical and development processes and requirements.
• In-depth knowledge of the digital landscape and newly emerging technologies, including social platforms and mobile applications.
• Experience working with Content Management Systems, website analytics tools, and Office 365. Knowledge of Salesforce and ServiceNow is an asset.
• Experience integrating, managing and working with cross functional teams.
• Experience mining consumer research data and analytics to develop key consumer insights.
• Knowledge of managing end-to-end projects from conceptualization to execution. Working in an Agile framework, user story development, and backlog management are assets.
• A customer centric mindset and a passion for delivering exceptional customer experiences.

At the Emera Group of Companies, you’ll be part of an inclusive, respectful workplace where everyone is welcomed and supported. Come build a career as unique as you are: making an impact from Atlantic Canada to the world. Your experience and perspective will help us to safely deliver cleaner, more reliable energy to our customers.

If working in an innovative environment, challenging yourself, and shaping a cleaner energy future inspires you, we want to hear from you. Apply by January 10th, 2025, and let us know why this role is right for you.

• Flexibility: Hybrid work model with 2 flexible remote workdays.
• Health & Wellbeing: A comprehensive benefits plan, 24/7 access to virtual health care services for you and your family through Dialogue, access to a free on-site fitness centre, Employee and Family Assistance Program, parental leave top-up plan and wellness benefits.
• Grow Your Career: Opportunities to advance within and between our affiliate companies, a focus on employee development and available sponsored education programs.
• Community Engagement & Care: Corporate investments in the places where our people live and work, mentoring opportunities, fundraising-matching, volunteer programs, various committees and employee resource groups, and scholarships for children of employees.
• Competitive Compensation: Short-term incentive plans and a Defined Contribution Pension Plan.

As one of Atlantic Canada’s largest publicly traded companies, we are ranked one of Canada’s Top 100 Employers, Top Employers for Young People and Top Diversity Employers. We know our success is driven by our dedicated teams and we strongly encourage applications from all qualified candidates, including persons who identify as racially visible, Indigenous, persons with disabilities, women in underrepresented roles and members of the 2SLGBTQ+ community.
Applicants from these equity groups may self-identify through the online application process. We support candidates and employees with access and accommodation needs and encourage you to let us know when you require accommodation.

The success of the Emera Company is driven by its people: a strong team with a shared commitment to support the Emera Company mission and values. The purpose of our recruitment policy is to provide a consistent framework to support fair and equitable attraction, hiring, and retention of the best talent for vacant positions. We are dedicated to maintaining a fair hiring process that provides equitable opportunities to all our applicants and is guided by our company values.