EPCOR

Coordinator, Customer Experience

Edmonton, AB

Full-time

About This Job

Highlights of the job

We are hiring a full time, permanent Coordinator, Customer Experience position working out of Edmonton, AB.

The Coordinator, Customer Experience (CX) is responsible for gathering and analyzing customer data from multiple sources to generate actionable insights that support the CX strategy and initiatives. This role collaborates with operational teams to address customer experience impacts and leverages technology, strategic thinking, and interpersonal skills to meet the needs of the business, customers, and employees.

This position may be eligible for EPCOR’s hybrid work program!

What you’d be responsible for

Customer Research and Analysis

•

Access and organize key customer and research data from various customer touchpoints (e.g. website, social media, customer service interactions)

•

Track trends and patterns, and develop and communicate actionable insights

•

Show attention to detail in reporting of CX data and research, and prepare reports and presentations

Customer Journey Mapping

•

Maintain and manage customer personas and journey maps across all touchpoints, for all kinds of customer interactions, transactions and engagements

•

Identify pain points and recommend solutions to improve the customer experience

Voice of the Customer

•

Set up and manage a Voice of the Customer (VoC) program that effectively analyzes VoC data to generate actionable insights

•

Understand how to use VoC to improve customer journeys

•

Share VoC data with internal stakeholders to support them in their day-to-day roles

Project and Process Management

•

Support development of the customer experience strategy, engaging internal stakeholders in the process

•

Collaborate with internal stakeholders to improve key processes that define customer touch points

•

Support the implementation of customer experience metrics and understands how they relate to overall organizational performance metrics

Cross-Functional Collaboration

•

Work collaboratively with internal stakeholders on customer research and analysis, customer journey mapping, and CX project and process management

•

Build positive relationships based on credibility, trust, positivity and understanding by addressing their needs or inquiries

•

Actively participate and contribute during meetings

What’s required to be successful

•

Post secondary diploma in business administration, customer experience, consumer studies or related field is required

+ Higher education or certification in customer experience or a related field (experience design, marketing, business communications, business analysis, customer relationship management) would be considered an asset

•

Minimum of 3 years’ experience in business communications, business analysis, or customer relationship management

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Expert proficiency with Microsoft Office software and SharePoint

•

Expertise in customer experience (customer service, call centre, digital/social, hospitality, retail) is an asset

•

Electricity, energy and/or utility experience is an asset

•

Demonstrated experience in data analysis, data governance, quality assurance, and data visualization

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Knowledge and experience in project management, change management and process improvement

•

Detail-oriented and results-driven

•

Excellent written and verbal communication skills, including presentation skills

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Ability to work on multiple projects simultaneously

•

Proven analytical skills, problem solving skills, and program support skills

•

Excellent people skills with an ability to openly convey information to team members in a timely, concise manner

Other important facts about this job

Jurisdiction: CSU52

Class: T1

Wage: Starting at $39.23 per hour (Final Wage and Step will be determined at the time of selection and are subject to change based on ratification of the new collective agreement).

Hours of work: 80 hours biweekly

Application deadline: June 15, 2025

Internal Applicants: please ensure that you are using your “@epcor.com” email address.

Learn more about Working at EPCOR!

#LI-TA9

Please note the following information:

•

A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)

•

If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.

•

A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.

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To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.

Coordinator, Customer Experience

About This Job

Highlights of the job

What you’d be responsible for

Customer Research and Analysis

Customer Journey Mapping

Voice of the Customer

Project and Process Management

Cross-Functional Collaboration

What’s required to be successful

Other important facts about this job

Jurisdiction: CSU52

Class: T1

Hours of work: 80 hours biweekly

Application deadline: June 15, 2025

Learn more about Working at EPCOR!

#LI-TA9

Please note the following information:

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