Customer experience advisor
Hydro One Networks Inc based in Toronto, ON is inviting applications from suitable candidates for the position of Customer experience advisor. Hydro One Networks Inc is a leading utility company, specializing in electricity transmission and distribution. It provides reliable power supply to homes, businesses, and industries across Ontario. It plays a critical role in ensuring energy reliability and security in Ontario’s power market, contributing to the province’s economic growth and societal well-being. The candidates selected for the vacancy will be required to start the work as soon as possible.
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Job Description:
Employer Name: Hydro One Networks Inc
Position: Customer experience advisor
No of Vacancies: 1
Salary: Salary is not mentioned, $30.00-$35.00 hourly estimated salary
Employment Type: Regular
Location: Toronto, ON, CA
Job ID: 49099
Requirements:
Languages: Candidates must have knowledge of the English Language
Education: Candidates should have completion of 4 years of University training (Grade XII plus 5 years)
Experience: Candidates should have a period of over 6 years and up to and including 8 years experience in the relevant field
Other Requirements:
- The candidates should have knowledge of business administration to perform forecasting analysis of customer satisfaction results
- The candidates should possess good knowledge of English, written and oral presentation skills to communicate effectively and efficiently in writing reports, policies, and presentations
- The candidates should have knowledge in data modeling associated with customer strategies, with previous experience in a customer experience or customer insights role being an asset
- The candidates should have a working knowledge of how to leverage customer segmentation by combining various data points to tell a story to the client and experience dealing with management at all levels
- The candidates should have experience in analytics in predictive modeling, clustering, data and text mining, and regression analysis. They should also have experience conducting QA and be comfortable using SPSS
- The candidates should have experience in the coordination and leadership of projects, specifically in the area of impacts to overall customer perception and NPS. They should also have experience researching and analyzing information from a variety of sources, utilizing theoretical assumptions, and considering the merits of various alternatives
Responsibilities:
- The candidates should be able to assist in the creation, development, and delivery of customer-related strategies and evaluate the effectiveness of the strategies
- The candidates should be able to monitor and analyze customer-related data trends and research, including marketing and segmentation for customers, and identify trends, make recommendations, and assist in implementing them
- The candidates should be able to assist with coordinating key Customer Experience initiatives, such as Customer Experience Roadmaps and Journey maps, and develop and enable them through analysis of data modeling, clustering, text mining, and segmentation to perform research and provide recommendations for continuous improvement
- The candidates should be able to monitor relevant customer experience trends, metrics, and data, interpret data, perform analysis, and make effective recommendations to Management and manage vendors and ensure they are achieving SOW requirements and QA all results
- The candidates should be able to create, execute, and interpret all types of VOC (both Quantitative and Qualitative), create survey questionnaires, validate and QA survey results, determine correlations via statistical methods, interpret results, and provide insights back to lines of business, leveraging SPSS to obtain necessary data
- The candidates should be able to liaise and work closely with all external stakeholders having an interest in customer experience initiatives, collaborate, and acquire information addressing their interest in the identification, design, assessment, and development of new market research, new energy management programs, and the assessment and improvement of existing ones
- The candidates should be able to participate in project work, leveraging the voice of the customer to inform all projects and act as the SME with other lines of business and prepare, facilitate, and lead customer and strategy-related workshops, such as process and journey mapping, and recommend key performance indicators to monitor customer experience and customer satisfaction
- The candidates should be able to coordinate and co-lead research and analysis efforts on customer intelligence and industry trends, including competitive landscape analysis, customer segmentation, and social listening initiatives, interpret data, prepare findings, and make recommendations, presenting summaries to management
- The candidates should be able to assist with the development of Customer Experience business initiatives while working with the Lines of Businesses and provide subject matter expertise (people, process, technology) to support and enable the execution and implementation of the Customer Experience roadmap initiatives by the Lines of Business
- The candidates should be able to assist in the development of business plans and budgets and provide advice, guidance, and direction on a limited basis to assigned staff on customer experience work projects and have strong knowledge and familiarity with excel, PowerPoint, SPSS, and other CX tools and perform other duties as required
How to apply:
If the position is fit for you and the basic requirements are fulfilled then you can now apply directly to the employer (along with your resume) through the below-mentioned details.
We thank all the applicants for showing their interest and trust in us, however, only the most eligible candidates will be selected and conducted for further procedure directly from employers, in between no charges/fees or original documents will be asked from any applicant. All the best!