Director, Customer Care Modernization and Customer Experience

Reporting to the Vice President, Customer Care, the Director, Customer Care Modernization and Customer Experience is responsible for developing the strategy and associated plans for the implementation of technology and management systems, processes and tools to drive advancements in customer care operations, “meter to cash” and the customer experience, including consideration for contact centre, key account management, accounts receivable and revenue services and meter data management.  The successful incumbent directs and guides the implementation of technology projects to improve and transform operational efficiency to achieve customer and regulatory outcomes.  They are required to lead a team to support with the execution of annual key activities and projects, managing safety, attendance, performance, development and training in alignment with organizational processes and practices. The incumbent builds and manages external stakeholder relationships to advance the organization’s position as it relates to regulatory or customer policies or practices.

KEY RESPONSIBILITIES:

• Develops strategy to support transformation of customer care service delivery model and offerings, resources, technology and management systems, processes and practices to drive change within customer care and utility operations strategies
• Drives digital transformation initiatives that enhance the customer experience including the adoption of new technologies, tools and platforms such as customer self-service options, mobile applications, predictive analytics, customer relationship management (CRM) systems and artificial intelligence (AI) driven support to achieve improvements in digital channel engagement, adoption and customer satisfaction 
• Conducts research on customer care service delivery best practices, and evolves model and offerings in alignment with industry and/or demographic trends
• Plans, implements and continuously improves systems and processes to advance short and long term organizational and divisional goals, identifying opportunities to improve productivity and customer experience
• Leads the development and defense of evidence to support program requirements as part of the organization’s rate filings
• Manages annual budget, plans, scorecards and measures consistent with corporate, divisional and departmental goals    
• Directs and guides strategy for technology system projects to meet operational, regulatory and customer requirements and improve customer relationship, experience
• Manages overall project plans and outcomes including resourcing, schedule attainment, budget attainment and risk management
• Develops and implements a comprehensive customer experience strategy in alignment with organizational goals and regulatory requirements to enhance overall customer satisfaction
• Oversees regular assessment of customer journeys and identifies areas for improvement and innovation to confirm customer experience strategies are continuously refined and aligned with customer needs and expectations
• Directs process improvements that streamline customer journeys, resulting in better customer experience
• Directs and manages departmental activities to comply with required environment, health and safety (EHS) legislation, regulations, policies, procedures and practices
• Conducts office inspections and audits performance for alignment with requirements
• Provides coaching and feedback to supervisors and employees to reduce and/or eliminate EHS hazards and risks, introduce controls and maintain and improve EHS performance
• Conducts incident investigations and root cause analysis (proactive and reactive) to continually drive EHS performance
• Attends safety meetings and contributes as a subject matter expert to the development of organizational environmental health and safety management and technology systems and programs
• In alignment with organizational programs, practices and collective agreements, manages employee performance, attendance and training and development
• Participates in industry or stakeholder activities to advance organizational policies, practices and outcomes for customer care operations, customer service delivery models and approaches

REQUIREMENTS:

• Undergraduate degree (Business, engineering or information technology preferred)
• Ten (10) or more years’ progressive customer care operations experience focused on customer service, customer satisfaction and experience strategies
• Ten (10) or more years’ progressive people leadership experience
• Seven (7) or more years experience working with internal and external stakeholders on complex multilateral matters
• Graduate degree is preferred
• Experience with CRM systems and digital tools, platforms such as Microsoft Dynamics 365, Salesforce, Hubspot, Zendesk or similar
• Experience in electric utility operations, retail, technology, banking, telecommunications, healthcare, regulated sectors is considered an asset
• Experience with adoption of regulatory directives as it relates to customer care and billing processes
• Experience in unionized environment is considered an asset
• Experience working with large scale customer information systems is preferred
• Experience with transformational change
• Extensive knowledge of customer care operations to support electric utility’s “meter to cash” processes.
• Knowledge of electric utility regulations in the province of Ontario as it relates to customer care management
• Superior change management and stakeholder engagement skills
• Strong execution and project management skills
• Demonstrated experience in customer experience management, digital transformation and customer journey mapping
• Creative and innovative thinking
• Strong problem solving and decision-making skills
• Process management skills
• Strong customer relationship management skills

#lihybrid

Toronto Hydro has introduced a Hybrid Work Arrangement. This position allows for remote work up to three days per week, based on business needs.  Employees will be required to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person. You are expected to live in Ontario and within reasonable commuting distance of the office.

Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. If you’re having difficulty using our online application system and require accommodation, please email our Talent Management team or call (416) 542-8000. Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Resumes sent to this email address will not be considered. Learn more about our commitment to accessibility.