Manager, Customer Experience

at  Nova Scotia Power

The Opportunity:
Company, Department: Nova Scotia Power, Reg. Marketing
Location: Halifax, NS
Type of Employment: Regular, full-time
Closing Date: September 30th, 2024
Nova Scotia Power values its people and is committed to providing clean and reliable electricity to Nova Scotians. We are embarking on a transformative journey to place customers at the heart of our business strategy. In this newly created role, you will play a key part in driving this transformation by leading innovative initiatives that enhance customer experiences and foster a customer-centric culture.
As part of our investment in customer experience, we are seeking a dynamic and innovative Customer Experience (CX) Manager to lead a team focused on delivering exceptional experiences and driving business growth. Reporting to the Senior Manager of Customer Experience, you will inspire your team to achieve high performance and ensure alignment with our strategic goals.
We are seeking a visionary leader with a customer-centric, digital-first mindset, ready to elevate customer experience to new heights. Your role will be instrumental in shaping and executing our customer experience strategy while fostering a customer-centric culture throughout the organization. The successful candidate can demonstrate their passion and results-oriented attitude with a proven track record in delivering exceptional customer experiences in a digital-first environment and ensure all initiatives are aligned with our customer experience strategy. Our customer experience manager is extremely versatile, open-minded, creative, service and people-oriented, and possess solid analytical skills.

Key elements of this role include::

• Lead and develop a high-performing team of digital product owners, customer experience and analytics leads, while setting clear objectives and managing performance.
• Drive the execution of a customer-first strategy ensuring alignment with our overall business goals.
• Organize and coordinate cross functional collaboration and information at the monthly CX Council, a cross-functional group’s meetings that focuses on improving and managing the overall customer experience.
• Identify opportunities for process improvement, technology adoption, and innovative customer solutions.
• Leverage data and analytics to inform strategic decisions and measure the effectiveness of CX initiatives.
• Oversee the development and launch of digital products that enhance the customer journey.
• Track and report on key performance indicators (KPIs) to measure customer satisfaction and product performance.
• Collaborate with other departments to ensure a consistent customer experience across all touchpoints.
• Support employee experience and collaborate with other departments including HR to ensure employees have the tools and support needed to deliver exceptional customer experiences.
• Manage budget and resources to support customer experience initiatives.
• Stay updated on industry trends and incorporate relevant insights into our strategy.

These skills will make you successful::

EDUCATION AND EXPERIENCE:

• Bachelor’s or master’s degree in business administration, marketing, customer experience, or a related field is preferred.
• Minimum of 7 years of experience in customer experience or a related field, with 3-5 years in a managerial role.
• Proven track record of delivering measurable results in customer experience.
• Strong leadership, project management, and communication skills.
• Proficiency in data analysis and the ability drive continuous improvement.
  A customer centric mindset and a passion for delivering exceptional customer experiences.
  Learn more about our culture and values:
  At the Emera Group of Companies, you’ll be part of an inclusive, respectful workplace where everyone is welcomed and supported. Come build a career as unique as you are: making an impact from Atlantic Canada to the world. Your experience and perspective will help us to safely deliver cleaner, more reliable energy to our customers.
  If working in an innovative environment, challenging yourself, and shaping a cleaner energy future inspires you, we want to hear from you. Apply by September 30th, 2024, and let us know why this role is right for you.

The perks of joining our team? We offer::

• Flexibility: Hybrid work model with 2 flexible remote workdays.
• Health & Wellbeing: A comprehensive benefits plan, 24/7 access to virtual health care services for you and your family through Dialogue, access to a free on-site fitness centre, Employee and Family Assistance Program, parental leave top-up plan and wellness benefits.
• Grow Your Career: Opportunities to advance within and between our affiliate companies, a focus on employee development and available sponsored education programs.
• Community Engagement & Care: Corporate investments in the places where our people live and work, mentoring opportunities, fundraising-matching, volunteer programs, various committees and employee resource groups, and scholarships for children of employees.
• Competitive Compensation: Short-term incentive plans and a Defined Contribution Pension Plan.

Diversity, Equity & Inclusion at Emera:
As one of Atlantic Canada’s largest publicly traded companies, we are ranked one of Canada’s Top 100 Employers, Top Employers for Young People and Top Diversity Employers. We know our success is driven by our dedicated teams and we strongly encourage applications from all qualified candidates, including persons who identify as racially visible, Indigenous, persons with disabilities, women in underrepresented roles and members of the 2SLGBTQ+ community.
Applicants from these equity groups may self-identify through the online application process. We support candidates and employees with access and accommodation needs and encourage you to let us know when you require accommodation.
Recruitment & Promotion Policy:
The success of the Emera Company is driven by its people: a strong team with a shared commitment to support the Emera Company mission and values. The purpose of our recruitment policy is to provide a consistent framework to support fair and equitable attraction, hiring, and retention of the best talent for vacant positions. We are dedicated to maintaining a fair hiring process that provides equitable opportunities to all our applicants and is guided by our company values

• Lead and develop a high-performing team of digital product owners, customer experience and analytics leads, while setting clear objectives and managing performance.
• Drive the execution of a customer-first strategy ensuring alignment with our overall business goals.
• Organize and coordinate cross functional collaboration and information at the monthly CX Council, a cross-functional group’s meetings that focuses on improving and managing the overall customer experience.
• Identify opportunities for process improvement, technology adoption, and innovative customer solutions.
• Leverage data and analytics to inform strategic decisions and measure the effectiveness of CX initiatives.
• Oversee the development and launch of digital products that enhance the customer journey.
• Track and report on key performance indicators (KPIs) to measure customer satisfaction and product performance.
• Collaborate with other departments to ensure a consistent customer experience across all touchpoints.
• Support employee experience and collaborate with other departments including HR to ensure employees have the tools and support needed to deliver exceptional customer experiences.
• Manage budget and resources to support customer experience initiatives.
• Stay updated on industry trends and incorporate relevant insights into our strategy