Vice President, Experience

at  Hydro One Networks Inc

50039 - Toronto - Regular
Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.
It’s an exciting time to join the team at Hydro One!

QUALIFICATIONS:

• Bachelor’s degree in computer science, information systems, business administration or related field. A Master’s degree or MBA is highly preferred
• 15+ years of industry experience leading customer-centric global teams with 10+ years in senior leadership roles
• Proven capability to build vision, develop strategic plans, set direction, and accelerate change needed to impact results
• Expert technical knowledge of applications, systems, networks, innovation, design activities, and cloud best practices
• Proven track record of leading digital transformation initiatives and implementing large-scale IT projects. Proven ability to manage large-scale application selection and implementation projects, and related budgets and performance of implementation partners. Demonstrated success in vendor and stakeholder management
• Deep experience with customer and employee technologies: CRM (SFDC, SAP, MS), ServiceNow, IVR (Genesys, Cisco), and M365
• Strong background in research and analytics techniques, customer strategy, process improvement, human-centered design and performance management
• Demonstrated ability to build, grow, lead, and inspire a team
• Strategic thinker with solid problem solving and decision-making methodologies
• Highly collaborative with an ability to influence within and across teams
• Strong verbal and written communication skills with a customer first attitude
  At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

JOB PURPOSE:

Reporting into the EVP, Digital and Technology Solutions, the Vice President, Experience is an engineer at heart, who leads with their business acumen. The digital experience leader is responsible for the strategy and execution to deliver applications, platforms and services that drive the digital experience, for customers and employees. You believe in a culture of enablement to drive adoption and improve digital dexterity and take a data-driven approach to understand and optimize the complex relationship between technology investments, customer experience, employee experience and business outcomes.

DUTIES & RESPONSIBILITIES:

• Oversee the delivery of customer experience technologies and roadmaps. Lead ongoing efforts to enhance the quality of customer interactions through process improvement, enhancing software capability, and implementing self-serve capabilities.
• Develop and execute our organization’s Meter-to-Cash and customer strategy to enhance customer engagement and improve customer service effectiveness.
• Manage system(s) integrations, data quality, investment analysis, and user adoption, while working closely with internal stakeholders to align to overall business goals and deliver measurable value
• Identify, evaluate, and implement tools and technologies that support superior customer experience delivery.
• Establish and maintain strong relationships with key vendors and partners. Develop a nuanced understanding of strategic vendors’ roadmaps and how these will support Hydro One’s business objectives. Collaborate with sourcing and vendor management teams to strengthen the company’s position when negotiating with software and service vendors.
• Build the internal Service Desk of the Future, using ServiceNow, for virtual assistant, incident orchestration, accelerated automated workflows, improving MTTR, reducing costs, delivering better user productivity and improving overall engagement experience.
• Establish a digital workplace sourcing strategy, aligned with the overall IT sourcing strategy, which articulates services that will be provided by internal IT employees and those that will be provided by outsourced digital workplace service providers.
• Champion the modernization of workforce technology and services to enable/empower new ways of working and digital adoption – Low code, no code, RPA, citizen development, etc.