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Manager Customer Experience

Date: Jun 21, 2022

Location: Rexdale, ON, CA

Company: Hydro One Networks Inc

44270 - Rexdale - Regular - Ongoing 

Acronym Solutions Inc, is a full-service Information and Communications Technology (ICT) company that provides a range of scalable and secure network connectivity, cloud and operational solutions.  We support Ontario-based businesses, large enterprise, service providers, healthcare providers, public sector organizations and agencies, utilities and school boards.  We leverage our extensive network expertise to design and build customized, fully scalable solutions to help our customers grow their businesses and realize their full potential.  With more than 20 years’ experience managing the communications system that enables Ontario’s electrical grid, Acronym is uniquely positioned to understand the mission critical needs of any business and deliver the innovative and reliable services that respond to the changing demands of a post-pandemic business environment and support rapid growth and digital transformation initiatives.

 

It’s an exciting time to join the Acronym Team!

 

 Acronym Solutions Inc, a wholly owned Hydro One company, is a full-service Information and Communications Technology (ICT) company that provides a range of scalable and secure network connectivity, cloud and operational solutions.  We provide B2B services to Enterprise customers, Internet Service Providers, public sector organizations and agencies, Local Distribution Companies and MUSH (Municipal, Universities, Schools and Hospitals).  We leverage our extensive network expertise to design and build customized, fully scalable solutions to help our customers grow their businesses and realize their full potential.  With more than 20 years’ experience managing the communications system that enables Ontario’s electrical grid, Acronym is uniquely positioned to understand the mission critical needs of any business and deliver the innovative and reliable services that respond to the changing demands of a post-pandemic business environment and support rapid growth and digital transformation initiatives.

 

It’s an exciting time to join the Acronym Team!

 

Manager of Customer Experience

 

The Manager of Customer Experience is responsible for developing and managing the Customer Experience practice for Acronym across all departments. Leading Voice of the Customer program and related initiatives across the organization, the Manager will be a champion who takes every customer interaction as an opportunity to create valuable, meaningful experiences while seeking to proactively evolve and elevate existing practices and processes.  You will lead the development of the metrics and tools necessary to gain insights into the priorities our customers believe we should focus on to provide best in class experiences and then lead the execution of those through Agile teams.

 

 

Specific Accountabilities

•           Develop CX strategies across the segments Acronym serve employing industry best practices

•           Lead the prioritization of CX initiatives across all Acronym functional areas

•           Hands-on development of Customer Journey Maps and all associated detailed processes for both      new products and services as well as improvement initiatives

•           Define and develop the KQIs and Surveys to measure how our customers perceive us and our services

•           Lead, prioritise and implement the agile development of improvement programs related to customer experience.

•           Champion the cultural adoption of Customer Experience focusing on customer facing functional areas

 

Relationships with Others

•     Work with Customer Operations teams to articulate

the customer needs that require consideration in investment decisions

 

•     Support all customer facing groups to build relationships

with our customers, to extend our trusted advisor role, and to provide a

customer voice and perspective.  Ongoing collaboration and growth

between the company and customer and more listening to customer needs.

 

 

 

Selection Criteria

•           University degree in Business Administration, Management studies or equivalent experience

•           3+ years managing a Customer Experience program or a customer centric design team

•           Experience with reporting tools and

•           Knowledge and experience relating to key customer segments

•           Ability to analyze existing touchpoints and identify priorities for improvement

•           Ability to lead Agile scrum teams as Product Owner of customer experience initiatives

•           Ability to document Customer Journey Mapping processes

•           Ability and willingness to lead the documentation of processes

•           Exceptional oral and written communication skills

•           Ability to communicate vision and purpose

•           Ability to influence and motivate people to take action

•           Experience and ability to take research and test learnings and apply them to optimize customer strategies and to identify customer channels

•           Ability to envision possibilities; experience in balancing risk and proven results to achieve targets

•           Strong multi-tasking abilities including experience to manage multiple priorities

 

We are Acronym.  We exist to make communications easier.  To replace ambiguity with clarity.  And to thrive when everyone shares a mutual understanding.  We offer simplicity by managing complexity behind the scenes.  We stay creative, so you stay connected.  We solve problems, so you get custom solutions.  We challenge what’s possible, so you realize your potential. This is what we stand for.

 

 

At Acronym, we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

 

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2021.

 

Thank you for considering a career with Acronym, we welcome applications from all qualified candidates.  If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com.  Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests.  Resumes sent to this email address will not be considered.

 

Deadline: July 4, 2022

 

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