Customer Experience Advisor

Job Information
Author pmnationtalk
Date May 28, 2019
Type Full Time
Company Hydro One Networks Inc
Location Toronto, ON
Category Information Technology
Client Hydro One
Contact Information
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Customer Experience Advisor

Vacancy Number: 32380
Number of positions: 1
Town/City: Toronto, Ontario (CA-ON)
Business Unit: CUST&CORP RL
Division: MRKT SOLUTNS
Department: MKT SOLUTNS (10004905)
Job type: Rotation
Duration of Assignment: 18 Months

General Accountabilities:

The Customer Experience Advisor is responsible for supporting the successful creation and delivery of customer related strategies, developing customer analytics, and monitoring and analysis of customer related data and research, including marketing and segmentation for customers.  They will also be responsible for supporting the development of the Customer Experience Roadmap and various customer related initiatives.

  • Prepare for and facilitate a variety of customer and strategy related workshops (i.e. process and journey mapping).
  • Assist in defining customer value propositions.
  • Provide support as required.
  • Act as a dedicated representative for key customer experience initiatives, by assisting, coordinating and driving key initiatives on the CE roadmap.
  • Provide customer related subject matter expertise (people, process, technology) to support and enable LOB execution of CE roadmap initiatives.
  • Provide input and expertise in the development of key performance indicators that help enable improved customer experience and satisfaction.
  • Participate in strategic projects including developing work plan, and project schedules for customer related initiatives.
  • Translate CE vision into business requirements that support customer impacting initiatives for various Lines of Business (LOB’s).
  • Support annual Customer Strategy Review process.
  • Support and lead presentations of research or initiative results to middle and senior management.
  • Prepare and present summary findings and reports.
  • Continuously acquire and maintain knowledge of current technology and analytics techniques.
  • Conduct competitive landscape as part of analysis and research efforts.
  • Conduct customer segmentation and analysis.
  • Conduct social listening initiatives to acquire customer and industry insights.

Selection Criteria:

  • Requires a knowledge of business administration to perform forecasting analysis of customer satisfaction results.  Develop strategies and evaluate effect of policy on customer services and company policy.
  • This knowledge is considered to be normally acquired through the completion of 4 years of University training (Grade XII plus 5 years).
  • Successful involvement and execution of customer related strategies and initiatives.
  • Experience working with, leading and influencing stakeholders within Hydro One.
  • Experience analyzing data, developing predictive models, clustering, and text mining.
  • Knowledge and work experience with MS Office Suite (Excel, PowerPoint, Word), SharePoint + InfoPath, Microsoft Access and SAS, SAP (multiple modules including CIS).
  • Ability to use SAS is an asset.
  • Ability to identify emerging patterns that can be found through the analysis of big data.
  • Demonstrated ability to develop strong business partnerships and client relationships.
  • Proven project management and change management skills.
  • Ability to interpret big data into a shortlist of actionable insights.
  • A period of over 8 years and up to and including 10 years is considered necessary to gain this experience.

If you share our passion for safety, our customer service focus, and are ready to play a lead role in building a bright future, we would love to hear from you!

Thank you for considering this opportunity and we welcome applications from all qualified candidates.  If you are being considered for an interview or other assessment one of our Recruitment Consultants will be in touch.  Furthermore, if you are being considered for an interview and require special accommodations please let us know.  Finally, short-listed candidates will be asked to pass a reliability check (which could include criminal background check, driver’s license abstract, education verification, etc.) prior being offered a job at Hydro One.

Deadline: May 28, 2019

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