Digital Product & Customer Experience Lead

Highlights of the job

EPCOR Energy Services is hiring a Digital Product & Customer Experience Lead Full-Time Permanent) based in Edmonton AB placing this role at the center of how we are shaping and delivering the future of customer experience. This position may be eligible for EPCORs Where We Work hybrid program based on business needs and eligibility.

In this role youll drive the evolution of our retail digital engagement channels direct the transformation of the Customer Portal and enhance how customers interact with EPCOR. Youll own and advance our retail digital customer experience ecosystem deliver simple seamless and low-effort experiences that support self-service improve channel efficiency and elevate customer satisfaction.

Youll lead the end-to-end product lifecycle of the Customer Portal define the roadmap prioritize enhancements and use data-driven insights to deliver measurable value in partnership with IT Communications Marketing Operations and external vendors. You are also responsible for evaluating and operationalizing emerging customer engagement capabilities such as live chat AI-enabled automation and virtual assistants to build a connected omni-channel experience across web mobile and telephony. At the same time youll strengthen vendor governance and collaborate closely with Communications and Customer Experience teams to drive awareness adoption and continuous improvement.

Note: This is a business-led product and customer experience role (not a technical/IT delivery or engineering role).

What youd be responsible for

The Digital Product & Customer Experience Lead will report to the Associate Director Customer Experience and be responsible for the following (but not limited to):

Strategy Planning & Budget Alignment

• Providing input on Customer Experience strategy and direction ensuring alignment across EUI
• Contributing to Customer Care strategy including assessing the impact of digital adoption on workforce planning and supporting change management
• Identifying and managing budgets to deliver scalable customer-centric digital solutions that enable self-service performance tracking and continuous improvement

Product Ownership & Experience Optimization

• Owning and managing the Customer Portal as a digital product including performance roadmap evolution and alignment to CX strategy while defining and tracking KPIs such as adoption completion rates customer effort satisfaction and ROI
• Translating customer insights and voice-of-customer data into actionable improvements through journey mapping performance analysis and experience optimization

Digital Roadmap & Innovation

• Developing maintaining and executing a multi-year Customer Portal roadmap balancing business needs customer expectations technical constraints and vendor capabilities

• Evaluating and operationalizing emerging customer engagement capabilities (live chat AI virtual assistants) to support a seamless omni-channel experience
• Monitoring industry trends and best practices to inform future enhancements and innovation

Vendor Management & Financial Oversight

• Managing the vendor relationship for customer-facing digital platforms including roadmap alignment delivery oversight service levels contract understanding and cost management
• Monitoring portal usage and financial impact proactively identifying risks and ensuring alignment across business units

Cross-Functional Leadership & Program Delivery

• Driving delivery excellence through cross-functional collaboration and fostering strong relationships.

• Facilitating and leading a cross-functional program council to drive prioritization alignment and delivery of enhancements

Compliance Communications & Adoption

• Ensuring compliance and sustainability aligning portal processes with regulatory requirements enterprise standards privacy and risk practices
• Partnering with Communications and Change Management teams to drive awareness adoption and readiness through coordinated strategies

Whats required to be successful

Youll bring the mindset capability and experience to lead digital transformation and customer experience with impact. This role leads business strategy prioritization and customer experience outcomes partnering closely with technical teams for implementation and delivery.

Education & Experience:

• A degree in Business Arts Science or a related discipline
• Brings 7 years of relevant hands-on experience in product management and/ or digital customer experience roles
  • Includes 4 years of direct experience in a Product Manager or Digital Customer Experience role
• Demonstrable experience developing and executing strategic business product or digital adoption plans

Technical Skills

• Demonstrated ability to manage vendor-delivered digital products and SaaS solutions including evaluating digital capabilities influencing roadmaps and ensuring solutions meet business and customer experience requirements.
• Demonstrated working knowledge of customer engagement ecosystems with experience enabling seamless omni-channel experiences (e.g. contact centres CRM digital self-service) with a focus on driving adoption and business outcomes
• Proficiency in applying product management tools methodologies and practices to plan and deliver solutions
• Strong understanding of customer experience principles including customer journey mapping and experience optimization.
• Knowledge and application of software tools for customer journey mapping and/or project management.
• Demonstrate intellectual curiosity and an understanding of how evolving capabilities can enhance customer experiences and support business transformation
• Applies strong business acumen to interpret data inform strategy and improve customer outcomes while balancing operational efficiency
• Analyzes data to inform decisions solve problems and implement business solutions. Analytical mindset with the ability to interpret data make sound decisions and implement business solutions.

Behavioural skills:

• Strong communication skills through written verbal and presentation with confidence in public speaking and stakeholder engagement.
• Ability to build and maintain effective relationships across various levels of the organization and with external partners including vendors and industry peers
• Demonstrated ability to lead cross-functional teams and drive alignment across business units.
• Operates with a collaborative mindset effectively navigating complex environments

• Takes ownership and deliver results with a disciplined accountable and solutions-oriented approach

Nice to Have:

• Knowledge of customer experience management tools and concepts
• Familiarity with the utility industry

Other important facts about this job

Jurisdiction: PROF

Hours of work: 80 hours biweekly

EPCOR Employees: Please ensure that you are using your @ 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 on a permanent full-time basis. (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.