DIRECTOR – CUSTOMER EXPERIENCE & VALUE ENABLEMENT (56993443)

at  Manitoba Hydro

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.
We are looking for a Director, Customer Experience & Value Enablement to join our team. Reporting to the Vice President,
Customer Solutions & Experience and as a key member of the senior management team, the Director, Customer Experience &
Value Enablement is accountable for defining how Manitoba Hydro will research customer expectations, measure customer
experience performance, and enable value through capability maturity and process improvement to earn the trust of customers and
Manitoban stakeholders. The successful candidate would need to be comfortable using industry benchmarks and best practices to
mature systems and capabilities required to measure performance, enhance business processes, improve project delivery, and
ensure benefits realization. This role focuses on driving enterprise value by meeting and integrating customer expectations in key
enterprise decision making frameworks. This role requires a transformative leader who builds trusted internal relationships, enables
success of enterprise priorities, leverages data and evidence to influence enterprise decision making, and leads with strength,
courage, and humility.

QUALIFICATIONS:

• Possess a university degree in an appropriate discipline with a minimum of ten years of progressive leadership experience.

An equivalent combination of related education and experience may be considered.

• Be a customer-centric strategic and analytical thinker.
• Demonstrate commercial acumen and a broad understanding of utilities business/industry.
• Demonstrate customer experience and marketing expertise with an advanced knowledge and understanding of end use digital

and related technologies.

• Demonstrate customer experience expertise with experience in market and peer analysis.
• A strong coach and mentor who focuses on enhancing the skills of team members and actively develops talent for succession

planning.

strategy and ensure “Fit for Customer Use” to deliver optimized customer experience.

• Align enterprise critical incident responses and business continuity plans to ensure customer needs are met.
• Define enterprise customer KPIs, implement a performance management system for the business unit, and effectively lea

• Develop and lead enterprise customer strategy with the goal to earn customer trust, enable enterprise value, and mitigate key

enterprise risks.

• Lead the team with laser-like focus on prioritizing initiatives based on value and ensuring business value realization.
• Implement agile best practices to evolve key customer digital products, improve digital CX, and drive adoption of digital

self-serve options, e.g., Self-Serve portal sign-ups.

• Build trusted relationships with Digital & Technology on digital CX solutions that integrate with Manitoba Hydro’s architecture

strategy and ensure “Fit for Customer Use” to deliver optimized customer experience.

• Align enterprise critical incident responses and business continuity plans to ensure customer needs are met.
• Define enterprise customer KPIs, implement a performance management system for the business unit, and effectively lead

performance improvement of the identified KPIs in collaboration with cross-functional divisions and business units.

• Lead the evolution of customer research to effectively support key enterprise initiatives such as the Integrated Resource

Planning (IRP), General Rate Application (GRA), Energy Literacy, Affordability, etc. by providing timely and relevant customer

research.

• Lead optimization of essential customer journeys, including Billing, Moves, Outages, and Homebuilders to meet customer

expectations and reduce cost to serve customers.

• Mature capabilities and ensure appropriate service levels for execution of enterprise customer complaint system.
• Collaborate with Chief Privacy officer to implement customer privacy best practices for the business unit and across the

enterprise.

• Evaluate energy landscape to understand emerging trends and market disruptions and identify resultant implications on

customer and brand.

• Co-chair Manitoba Hydro enterprise Customer Committee with Vice President for cross-functional alignment and facilitate

efficient decision-making.

• Bring customer perspectives to other governance committees such as Digital & Technology, Cyber Security, Investment &