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

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, while actively supporting a diverse, equitable and inclusive workplace.
The Customer Insights & Business Performance team is seeking an innovative, creative and dynamic individual to provide analytical
support for the Customer Experience and Value Enablement division. Within Manitoba Hydro’s Customer Solutions & Experience
business unit, our team drives business performance through the development and implementation of actionable insights derived
from research and internal data, executive deep dives as well as executive reporting. This role requires close collaboration across
the business unit to integrate insights to support the goal of becoming more responsive, trusted and customer centric and ensuring
successful execution and monitoring of initiatives. This is an exciting opportunity for a highly motivated, dynamic individual who has
an interest in data visualization, story-telling, data analysis and wants to help shape Manitoba Hydro into a more responsive, trusted,
customer-centric organization.

QUALIFICATIONS:

• Completion of a four-year university degree in Business, Mathematics, Statistics or relevant discipline from an institute of
  recognized standing plus four years of directly related experience.

OR

• Completion of a two-year diploma in Business, Mathematics, Statistics or relevant discipline from an institute of recognized

standing plus six years of directly related experience.

• Experience in research or analytics role, with a strong preference for experience in extracting insights from research and data

to develop actionable strategies.

• Advanced knowledge of Microsoft Office software; proficiency in Power BI would be considered an asset.
• Experience with customer information system, customer relationship management (CRM) systems, contact handling

technology systems is an asset.

• Outstanding MS Excel skills including macros, slicers and pivots.
• Possess an analytical nature, be self-motivated, a team player, and have a demonstrated ability to exercise sound judgment in

making decisions related to the use of data in making business decisions.

• Working knowledge of continuous improvement methods (e.g., Six Sigma, Lean, etc.) and tools (e.g., A3, DMAIC, PDCA,

Root Cause Analysis, etc.), and change management practices (e.g., Prosci, ADKAR) is an asset.

• A hands-on problem solver with skills in driving continuous improvement and implementing initiatives involving multiple

stakeholders. Demonstrated ability to understand complex systems, identify improvement opportunities, and provide

data-driven recommendations.

• Ability to understand complex systems and processes, identify opportunities for improvement, develop and analyze alternative

courses of action, and use data and insights to provide recommendations.

• Strong analytical and critical thinking skills with an ability to articulate customer experience in a quantifiable, measurable,

monetary manner designed to demonstrate value to the business.

• Demonstrated ability to plan, organize, and coordinate multiple activities within strict timelines. Deadline-driven with excellent

project and time management skills.

• Strong attention to detail and ability to work independently and to manage multiple tasks with changing priorities.
• Proven business acumen, and adept at thinking and communicating in a commercial context to leverage customer data to

produce key strategic and actionable insights for process owners and management to understand the current state and

opportunities to improve the customer experience.

• Ability to prepare and present complex issues and recommendations clearly and concisely, both verbally and in writing to

varied and cross-functional audiences.

• Superior interpersonal and communication skills, with the ability to establish and maintain effective working relationships

within senior management and staff throughout the corporation.

• 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 at a variety of levels, internally and externally.

• Flexible and able to tackle duties outside of their usual scope when called upon.

Experience Business Unit for both operational performance, and strategic initiatives.

• Prepare comprehensive weekly, monthly, and quarterly reports for the leadership team, including detailed variance note

• Design, track, and interpret key performance indicators and analytical models to drive strategy and productivity with a focus on

operational activities.

• Identify and communicate trends, risks, and opportunities to drive the organization towards customer-centric goals.
• Recommend and establish action plans based on performance indicators and models to mitigate risks and drive

performance. Working closely with various departments to integrate these insights into business processes and ensure

successful implementation of initiatives.

• Follow up and report on the execution of initiatives to ensure completion, monitor progress, and report on the benefits and

outcomes of implemented changes

• Acts as a subject matter expert to understand the data needs and functional requirements within Customer Solutions &

Experience Business Unit for both operational performance, and strategic initiatives.

• Prepare comprehensive weekly, monthly, and quarterly reports for the leadership team, including detailed variance notes

suitable for various audiences.

• Coaches and advises the Customer Solutions & Experience Business Unit on latest customer data insights, methodologies

and trends to drive insights into their business decisions.

• Create and maintain static and ad-hoc deliverable to communicate performance on a recurring basis and increase efficiency.
• Support Business Performance Lead and Department Manager in monthly business planning activities, including reporting

updates, providing insights, and understanding factors influencing performance metrics.

• Establish and maintain strong relationships across the organization to ensure effective cross-functional collaboration and

integration of insights into business processes.

• Collaborate with cross-functional teams to gather data from various sources, including customer research and internal

customer information systems, to translate and analyze data into actionable strategies. develop and implement various

performance reports using tools such as Excel, Power Automate, Power BI and other Microsoft tools.

• Collaborate with cross-functional teams to gather data from various sources, including customer research and internal

customer information systems to translate and analyze data into actionable strategies. Developing and implementing these
strategies to support the business unit goals of enhancing customer experiences.