Lead transformative customer experience initiatives with Toronto Hydro as the Manager of Customer Experience Projects. Drive modernization efforts to enhance customer journeys with a blend of technology and strategy.
Reporting to the Director of Customer Care Modernization, you will spearhead projects that improve customer satisfaction and operational efficiency. The role demands collaboration across departments, focusing on data-driven insights and Agile methodologies for effective delivery of initiatives. Your leadership will shape strategic priorities while advocating for customer needs throughout the meter-to-cash process.
Key Responsibilities:
• Manage delivery of innovative customer experience solutions
• Oversee digital transformation across multiple service channels
• Analyze customer sentiment and journey data for improvements
• Lead cross-functional business process re-engineering initiatives
• Collaborate with stakeholders on solution design and implemen...