CUSTOMER EXPERIENCE OFFICER

CUSTOMER EXPERIENCE OFFICER

WINNIPEG, MB

Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers!

Great Benefits

and community.

nature of work, operational requirements and work location.

Manitoba Hydro is a leader among energy companies in North America, recognized for providing highly reliable service and

exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that supports innovation,

commitment, and customer service, while actively supporting a diverse, equitable and inclusive workplace.

Manitoba Hydro's Customer Solutions & Experience business unit (BU) is responsible for building a centre of expertise around the

customer's needs to help achieve objectives related to customer effort, brand trust and cost to serve. The Customer Experience

Officer position will have a central role in overseeing Manitoba Hydro's key customer journey's and leading efforts to identify

customer pain points, improve the customer experience and reduce the organization's cost to serve.

This is an exciting opportunity for a highly motivated, dynamic individual who has an interest in process improvement, solving

challenging problems and a focus on shaping Manitoba Hydro into a more responsive, trusted, customer-centric organization.

Reporting to the Manager of Customer Strategy & Experience Improvement, the Customer Experience (CX) Officer will have

ownership over key customer journeys with an objective of supporting the transition to a modern customer experience.

The CX Officer will lead various teams of cross-functional subject matter experts to through the Customer Journey Optimization

process, envisioning future state outcomes that meet corporation vision for customer experience; and outline strategies to bridge

current gaps through process reinvention, technology solutions, cultural changes and/or stakeholder communication. The CX

Officer will also be accountable for executing many of the improvement projects that are developed during the discovery and design

phases.

Responsibilities:

accountable to ensure the customer experience for these key journeys is being comprehensively measured and assessed to

ensure customer expectations and corporate performance objectives are being met.

project plans and other reports (communication, scope, quality, risk, human resources, schedule, financial and environment).

Formulate and deliver executive recommendations and presentations that demonstrate outcomes relative to corporate and

divisional strategic goals.

lifecycle customer maps).

at peer utilities, participation in industry conferences/events and consuming information of available market intelligence

services (i.e. Chartwell).

utility sector. Provide strategic advice to department and divisional management through inclusion in business planning,

review of current initiatives and future state capability road maps.

MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY

Reference Code: CO57045604-01

Qualifications:

four years of directly related experience managing complex, strategic programs or projects;

OR

plus six years of directly related experience managing complex, strategic programs or projects.

significant asset.

to produce strategies to improve the customer experience while balancing other strategic goals (i.e. Operating Efficiency).

effectively build and maintain a broad range of relationships and at a variety of levels, internally and externally, and to

champion customer conversations in all decisions.

speaking.

related to the development and implementation of business solutions.

Salary Range

Starting salary will be commensurate with qualifications and experience. The range for the classification is $43.35-$59.82 Hourly,

$83,070.78-$114,625.68 Annually.

Apply Now!

Visit www.hydro.mb.ca/careers to learn more about this position and to apply online.

The deadline for applications is MAY 27, 2025.

We thank you for your interest and will contact you if you are selected for an interview.

This document is available in accessible formats upon request. Please let us know if you require any accommodations