CUSTOMER EXPERIENCE OFFICER

Winnipeg, MB

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

Great Benefits

• 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

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.

We are seeking two Customer Experience Officers 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
Customer Experience Officer position will have a central role in overseeing Manitoba Hydro's key customer journey's and leading
efforts to identify customer pain points and improve the customer experience.
This is an exciting opportunity for a highly motivated, dynamic individual who has an interest in technology, solving problems and
wants to help shape Manitoba Hydro into a more responsive, trusted, customer-centric organization.

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, omnichannel customer
experience. The position will lead efforts to identify and improve the customer journey through the application of tools such as
customer journey mapping, empathy mapping voice of the customer and other operational data sources (qualitative and
quantitative).

The CX Officer will lead various teams of cross-functional subject matter experts to envision 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.

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

divisional strategic goals.
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

MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY

Reference Code: CO56651445-01

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

• Completion of a two-year diploma in Business Administration (or relevant discipline) from an institute of recognized standing

• Demonstrated experience in customer journey and empathy mapping would be a significant asset.
• Knowledge of key concepts and tools related to 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

Salary Range

Starting salary will be commensurate with qualifications and experience. The range for the classification is $40.04-$55.25 Hourly,
$76,728.86-$105,875.12 Annually.

Apply Now!

Visit www.hydro.mb.ca/careers to learn more about this position and to apply online. The deadline for applications is January 10,
2023.

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.