QUALIFICATIONS:

• Completion of a four-year university degree in business (or relevant discipline) from an institute of recognized standing plus
  two years of experience in supporting, managing and/or improving customer service program or related experience.

OR

• Completion of a two year diploma program (in business or relevant discipline) from an institute of recognized standing plus

four years of experience of experience in supporting, managing and/or improving customer service program or related

experience.

• Demonstrated experience in customer journey and empathy mapping would be a significant asset.
• Experience or professional development related to Project Management Professional designation 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

to produce strategies to improve the customer experience while balancing other strategic goals (i.e. Operating Efficiency)

• 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 and at a variety of levels, internally and externally, and to

champion customer conversations in all decisions.

• Strong communication (written, oral, presentation) skills and a high level of comfort, credibility, and confidence with public

speaking.

• Possess an analytical nature, self-motivating, and a demonstrated ability to exercise sound judgment in making decisions

related to the development and implementation of business solutions.

• Experience with software tools for customer journey mapping and/or project management would be a significant asset.
• Tactful, have a pleasant personality, and be willing to work with others in a team environment.
• Demonstrated ability to lead high performance cross-functional teams in a cohesive manner.

Experience and Value Enablement (CX&VE) division.

• Represent the customer through various internal processes to review corporate and customer policies.
• Support development and maintenance of customer knowledge tools/content.
• Act as a key liaison for the division on internal working groups or committee related to product/service delivery, interna

• Lead/support the improvement of Manitoba Hydro’s key customer journeys through customer journey optimization initiatives

being prioritized by the division.

• Support (larger) cross-functional teams in customer journey mapping of service journeys and touchpoints. Ensure application

of the project charter, project plans and other reports (communication, scope, quality, risk, human resources, schedule,

financial and environment).

• Lead/support projects that improve the customer experience through improved communication, process refinement or

technical application; utilizing standard project management methodologies.

• Contribute to the identification and prioritization of key CX opportunities using the tools and frameworks provided by Customer

Experience and Value Enablement (CX&VE) division.

• Represent the customer through various internal processes to review corporate and customer policies.
• Support development and maintenance of customer knowledge tools/content.
• Act as a key liaison for the division on internal working groups or committee related to product/service delivery, internal

strategic alignment or execution.

• Contribute to larger multi-phased, cross functional improvement projects, through formal project management supporting

functions.

• 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).

• Complete various qualitative and quantitative analysis to provide CX Officers and management teams deep and

comprehensive understanding related to customer service journey’s.

• Synthesize information on market trends and innovations related to best practice in customer experience management in the

utility sector. Support development of strategic advice to department and divisional management through inclusion in
business planning, review of current initiatives and future state capability road maps.