Customer Experience Specialist

Highlights of the job

EPCOR Energy Services is hiring a Full Time Permanent Customer Experience Specialist working out of the Edmonton AB office. This position may be eligible to participate in EPCOR’s Where We Work hybrid program depending on business needs and upon meeting the eligibility requirements. This opportunity is open to internal and external candidates. Current EPCOR Employees, please ensure that you are using your “@epcor.com” email address.

This is an excellent opportunity for an individual who has a natural aptitude for leveraging data to boost overall customer experience and satisfaction – to join our team of skilled professionals with a passion for finding innovative ways deliver exceptional customer services and timely solutions to homes and communities in the Alberta!

As a Customer Experience Specialist, you are accountable to the Senior Manager Customer Experience. You will be responsible for developing and implementing comprehensive strategies to enhance the overall customer experience through innovative design solutions and strategic improvements. In this role, you will analyze customer data to create strategic initiatives and oversee the design and execution of customer facing interactions to ensure a seamless and engaging customer journey

What you’d be responsible for

Planning & Execution

• Providing input in the development of Operational Plans and the identification of objectives and priorities (annual work plan) for the Customer Experience team.
• Developing and executing customer experience strategies that are aligned with company and customer needs
• Identifying key opportunities for improving customer journeys and driving strategic initiatives to address them
• Conducting qualitative and quantitative research to gather insights into customer needs, behaviors, and pain points.
• Utilizing data and research to create customer personas, journey maps, and experience frameworks that inform design and strategy across various touchpoints including digital platforms and customer service interfaces
• Ensuring that design solutions are user/ customer centric, innovative and align with objectives.
• Developing, monitoring and analyzing key performance indicators (KPIs) related to customer experience and design effectiveness.
• Continuously evaluating and refining strategies based on feedback, performance data, and industry trends.

Operational Excellence & Compliance

• Managing initiatives to streamline customer service processes, enhancing efficiency and effectiveness.
• Developing and monitoring key performance indicators (KPIs) to ensure high standards of customer service.
• Implementing quality control measures to maintain and improve service delivery standards.
• Leveraging customer service technologies and tools to optimize operations and improve customer interactions.
• Fostering a culture of continuous improvement within the customer service team, providing training and support as needed.
• Ensuring all customers’ experience processes, procedures, and standards comply with regulatory requirements.

Customer Satisfaction & Change Delivery

• Championing digital transformation or change initiatives from a customer-centric lens
• Collecting, analyzing, and acting on customer feedback to continuously improve the customer experience
• Implementing strategies to proactively engage with customers, anticipating their needs and resolving issues
• Managing customer experience projects, ensuring timely and successful delivery of changes.
• Overseeing the implementation of new processes, technologies, and initiatives aimed at improving the customer experience.
• Communicating effectively with stakeholders/ business partners to ensure alignment and support for change initiatives.
• Providing training support to the customer service team to ensure smooth adoption of changes.

Relationships & Collaboration

• Fostering cross-functional relationships to position self as a key partner to all external stakeholders as well as working closely with internal Business Partners, communications, IT, and other teams to integrate customer experience and design strategies into all aspects of the business.

What’s required to be successful

• A post-secondary degree in business, economics, operations management or a related field from a recognized educational institution. A diploma may also be considered.
• 7 years of progressive experience in a customer focused environment; including customer service leadership roles, with at least 5 years in a customer experience positions
• Demonstrable knowledge and proven experience with digital transformation initiatives and customer experience strategy and UX/ UI design
• Strong analytical skills with demonstrated ability to conduct qualitative and quantitative research; utilize data to drive actionable insights into customer needs and achieve superior customer experiences and results
• Excellent communication and leadership skills, with the ability to collaborate effectively across teams and lead organizational change
• Proven track record of designing and delivering strategic initiatives and customer experience design projects.
• The following experiences will be considered an asset:
  • Experience with project management and agile methodologies.
  • Knowledge of the electricity industry in Alberta and the roles and responsibilities of market participants

Other important facts about this job

Jurisdiction: PROF

Hours of work: 80 hours biweekly

EPCOR Employees: Please ensure that you are using your “@epcor.com” email address.

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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.
• 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.