DIRECTOR, CUSTOMER EXPERIENCE - IT PROJECTS AND PROGRAMS (Pickering/Toronto, Hybrid) Job at Ontario Power Generation
Location: Pickering, ON, CA, L1W 3J2
Req ID: 41216
BE THE GENERATION to help build a brighter tomorrow.
Every generation has a challenge that defines them. At OPG (ONTARIO POWER GENERATION), we are calling on all innovators, disruptors, thought leaders and change-makers. Join us as we electrify life in one generation and build a sustainable future powered by our electricity, our ideas, and our people.
WHAT YOU'LL BRING
MINIMUM QUALIFICATIONS:
- Bachelor’s degree in business, computer science, engineering, or a related field with relevant experience.
- Ten plus years of customer-facing experience, working with senior leaders and the business, driving service delivery programs. Strong understanding of the entire life cycle of IT projects and programs; the customer experience; customer service, customer relations, engagement, training, data collection and feedback.
- Five plus years of progressive experience working on the client experience and service delivery function within an IT department or on IT projects, a role focused on delivering excellent service, customer experience, and customer relations.
- Previous experience developing and implementing strategies for gathering customer feedback; experience building and leveraging insights, metrics and research to build new customer experiences or enhance existing ones.
- Experience in project management and planning, managing overarching schedules, and implementing multiple simultaneous projects and programs.
- Effective written and oral communication skills; ability to communicate with a wide audience. Experience presenting to internal stakeholders such as senior and executive management and externally to the industry partners, shareholders and other businesses.
- Strong interpersonal skills: ability to cultivate, develop and maintain productive working relationships across the business with various stakeholders; when necessary, to effectively act as an OPG representative.
- Previous management experience effectively leading, influencing, training, and motivating a small team of professionals and others who are not direct reports.
PREFERRED QUALIFICATIONS:
- Advanced degree in business, management, technology, computer sciences, or human resources/psychology.
- PMP or Change Management Certificate or working towards designation.
- A continuous learner who is forever curious and seeks to innovate, challenge the status quo, and exceed expectations.
- Organized, possess a positive attitude with a proactive approach—someone who takes the initiative and has a strong passion and desire to succeed.
- A creative mind, skills, and experience building interactive and engaging communications.
- Demonstrated critical thinking skills and broad conceptual, diagnostic, and analytical skills. Strong problem-solving skills address and overcome current and future challenges; ability to reach well-grounded, independent conclusions and influence outcomes.
- Experience working in/for/on behalf of highly regulated industries such as energy, utilities, power, mining, technology, manufacturing
- Previous experience leading change and managing a service delivery model in a unionized environment.
WHAT WE HAVE TO OFFER
ABOUT THE ROLE: As part of our CIO (Chief Information Office), reporting to the Vice President of Information Technology, Projects & IT Services, you will strategically manage and provide leadership in delivering information technology services to clients across a breadth of business areas and sites through a variety of solution offerings.
As the Director, Customer Experience, you will provide thought leadership and subject matter experience on related topics not limited to customer experience measurement and analysis, survey design, emerging technologies, support strategies, contact reduction, customer effort reduction, transformation strategy and journey mapping.
This role will leverage leading research, analytics, benchmarking, technology, and industry insights to impact the future of work and provide strategic and business-focused solutions to our internal clients throughout various IT projects and programs.
RESPONSIBILITIES:
- Customer Experience Program Planning, Development and Evaluation: Provide overall planning, development, delivery and evaluation of IT programs, products and services delivered across the information technology (IT) organization through various teams, including work of; administrative support functions, information management, business relationship management, project, front line client services, technical services, field and desktop services and various vendor supports.
- Business Advisory & Consultation: Provide expert advice, consultation, and strategic direction to internal stakeholders on a broad range of matters related to client service delivery, as well as achieving the highest level of client experience through various feedback channels.
- Client Communications: Development and maintenance of client communication and relationships with internal business partners, various levels of management and external relationships with vendors, associations, and industry groups/networks. This includes the participation and/or leading of large projects that impact customer experience or downstream partners, leading through the development of solid communications and change management practices that mentor others.
- Client Relationships: Cultivate, maintain, and enhance relationships with various internal stakeholders and senior leaders. Consult with clients to understand the impact of strategic and operational changes on their teams. Deliver targeted interactions to increase client/customer experience and effectiveness of new processes that place the client first.
- Client Service: Ensure that appropriate service level and service quality measurements are designed and delivered to meet the needs of the business and are in line with industry benchmarks and client expectations to ensure optimal business outcomes.
- Strategic Partnerships: Foster strategic partnerships and relationships across the business to ensure services are delivered in a way that is value-added to the client and overall business strategy. Ensure that changes to client service have appropriate oversight, approval and minimizing business impact.
- People Development & Management: Provide strategic direction; develop, mentor, and supervise a small team of direct reports. Manage the day-to-day operations while continuing to build further engagement and curiosity. While ensuring they are providing exceptional client experience. Coach and support team members to help them meet department goals.
- Leadership & Mentorship: Provide mentorships in resolving complex client problems or disputes professionally, keeping records and documentation of client interactors for training purposes, and Leading and championing the development, delivery, and continuous improvement of IT services management best practices.
- Process Improvements: Identify and implement process improvement through a Continual Service Improvement (CSI) process plan. Implement, manage, measure, and improve IT Service Management processes, procedures, tools, and techniques to optimize business outcomes.
- Reporting: Deliver complex client service reports that result in recommendations that optimize service delivery. Provide a single view of delivery across business, data and service management and technology operations. Support governance by conducting weekly/monthly meetings to review performance, issues and risks with the process managers and service teams. Create monthly and quarterly departmental reports to determine whether KPIs are met and where there is room for improvement. Deliver executive-level reports on service delivery, including the current state and ways to optimize service delivery.
- Knowledge and Records Management: Ensure knowledge documentation is available and regularly reviewed (i.e., Run Books, SOP, SharePoint Admin, etc.)
WHAT'S IN IT FOR YOU
This is an exciting opportunity to work in an environment where you will contribute to Ontario Power Generation’s continued growth and success in generating clean, safe, reliable, low-cost power sustainably. Here’s why OPG might be the ideal workplace for you:
- Have an active role in helping advance critical energy projects that will make a meaningful difference in the fight against climate change.
- OPG cares about the safety and well-being of our employees. It is our utmost priority.
- We offer a supportive work environment where you can be your best daily.
- Learn from the best; be part of an industry-leading innovative organization where you have access to opportunities across a diverse mix of work in the energy sector.
- Competitive total rewards package with retirement savings of a defined benefit pension plan.
- Be part of a growing industry where the demand for our power will only grow in importance as we further electrify the economy.
- Flexible work arrangement and hybrid working environment.
- Exceptional range of opportunities to stretch, advance and develop.
- Work for a business that cares and is committed to building a sustainable future. Our public commitments help hold us accountable for OPG’s climate change plan, Our Equity, Diversity and Inclusion Strategy, and Our Reconciliation Action Plan.
- Participate and volunteer in some of the many ways OPG gives back to the communities where we operate.
- Be part of making a difference in the lives of fellow Ontarians and Canadians. Electricity is vital to the province, and OPG's clean electricity is helping decarbonize other sectors.
OUR PROMISE TO EQUITY, DIVERSITY, AND INCLUSION: OPG is committed to accelerating equity, celebrating diversity, and fostering a culture of inclusion where all employees are valued, respected and supported. Appropriate arrangements can be made if you require accommodation during the application or interview process. If you need information in an alternative format, please get in touch with AODA@opg.com.
NEW CAMPUS: In 2025, (OPG) is establishing a new corporate headquarters in Durham Region. The new campus will provide a cutting-edge work environment that fosters collaboration and innovation.
ABOUT ONTARIO POWER GENERATION (OPG): We continue to set the bar for environmental protection, community involvement and economic impact - all while safely keeping the lights on. Now we've set out sights on being a net-zero carbon company by 2040 and a catalyst to help the economies where we operate achieve net-zero by 2050.
OPG operates a diverse portfolio of generating assets, including; nuclear, hydroelectric, biomass, natural gas, and solar. We are also a clean-tech leader and innovator, offering challenging and unique work opportunities. Help us use our power to change the world.
Status: Regular Full Time
Working Conditions: Hybrid Working Environment
Education Level: University Degree
Location: Pickering
Shifts(s): Days
Travel: Yes- 10-15% GTA-Durham Region
Deadline to Apply: January 18th, 2023.
OPG thanks all those who apply; however, only candidates considered for an interview will be contacted.
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