Manager, Customer Experience Projects

Expected Salary Range: $124055 - $155069 Annually

Target Variable Performance Pay: 15%

The salary range shown above reflects the expected  compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidate’s experience, education, training, and alignment with the role’s requirements. For positions covered by a collective agreement, placement within the range will follow the applicable step or classification.

Reporting to the Director, Customer Care Modernization, the Manager, Customer Experience Projects is responsible for leading the execution of customer experience modernization initiatives that enhance the end‑to‑end customer journey across the meter‑to‑cash process. This role oversees program delivery, change management, and quality execution of strategic initiatives aimed at improving customer satisfaction, operational efficiency, and regulatory outcomes.

The incumbent works in close partnership with internal stakeholders including Customer Experience Operations, Public Affairs, Information Technology, Regulatory to develop and deliver roadmaps for emerging customer experience tools and technologies. Leveraging Agile principles and data‑driven insights, the Manager leads process re‑engineering initiatives, advocates for customer needs, and supports long‑term digital transformation efforts that align with organizational priorities and regulatory requirements.

This posting is for an existing vacancy.

KEY RESPONSIBILITIES:

• Lead a team of consultants in the delivery of innovative customer experience solutions and optimization initiatives
• Manage digital transformation and customer experience projects across multiple service channels
• Monitor customer sentiment, journey data, and operational KPIs to identify opportunities for improvement
• Forecast, plan, execute, and report on programs related to customer experience processes and technologies
• Drive continuous improvement through process re‑engineering and adoption of emerging tools (e.g., automation, self‑service portals, mobile applications)
• Collaborate with business units to streamline internal processes and improve service delivery through technology
• Lead business process re‑engineering initiatives using customer‑centric and data‑driven methodologies
• Oversee business requirements gathering and partner with internal and external subject matter experts on solution design and implementation
• Develop and manage project schedules, priorities, dependencies, and resource allocation across initiatives
• Build and maintain strong relationships with Customer Experience & Public Affairs, IT, Regulatory, Legal, and other stakeholders
• Conduct customer advisory panels, surveys, and focus groups to inform customer‑centric solutions
• Provide coaching, feedback, and performance management to support employee engagement and capability development
• Promote a culture of accountability, safety, and ethical conduct in alignment with organizational policies
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REQUIREMENTS:

• University degree or college diploma in Information Technology, Engineering, Business, or a related discipline and / or equivalent of education and experience.
• A minimum of seven (7) years of business or operational experience in customer service environments
• Five (5) or more years of experience with CRM processes and/or customer experience technology platforms
• Five (5) years of project management and change management experience (including Agile and waterfall methodologies strongly preferred)
• Demonstrated experience leading complex, cross‑functional initiatives at an enterprise level
• Strong knowledge of customer experience programs, journey mapping, process efficiency, and emerging technologies (e.g., AI, automation, RPA)
• Experience with customer service systems such as AMI, billing, payments and collections, self‑service portals, and mobile applications
• Proven ability to conduct process re‑engineering and continuous improvement (Lean / Six Sigma experience considered an asset)
• Strong data analytics capability with an understanding of customer service and operational KPIs
• Excellent verbal, written, and stakeholder communication skills
• Demonstrated ability to role‑model a customer‑centric, safety‑first, and ethical leadership approach

TOTAL REWARDS

To support the overall well-being and success of our employees, Toronto Hydro provides a comprehensive total rewards package which includes:

• 100% employer paid Health & Dental benefits
• 24/7 access to Employee & Family Assistance Program and Virtual Healthcare
• Company-paid life insurance and long term disability
• Spending account to support fitness goals (e.g. gym memberships)
• Competitive paid time off (including vacation and parental leave)
• Defined Benefits Pension Plan through OMERS
• Career development and tuition reimbursement
• Exciting employee engagement and appreciation events throughout the year

This position is based in a hybrid environment allowing for remote work two days per week, based on business needs. Employees will be required to come onsite Tuesday to Thursday. You are expected to live in Ontario and within reasonable commuting distance of the office.

Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process. As part of this, artificial intelligence (AI) systems may be used to assist in screening, assessing, or selecting applicants for this position. These tools are used in combination with human decision-making to ensure fairness and consistency. 

ACCESSIBILITY AND APPLICATION SUPPORT

Toronto Hydro is committed to fostering an inclusive and accessible recruitment process. 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 hr_talent@torontohydro.com 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.