Director, Customer Experience Oakville, ON, CA, L6J 2X1 **At Algonquin-Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it.** **Purpose** We are seeking a dynamic and strategic **Director of Customer Experience** to lead and shape the future of our customer experience initiatives. Reporting to the Vice President, Customer, this role will be responsible for developing and implementing a comprehensive customer roadmap aimed at improving customer satisfaction and reducing service delivery costs. As the Director, you will re-design business processes that support our key customer experiences and play a significant role in developing the technology roadmap for the applications that support our customer service delivery teams. This is a unique opportunity to make a significant impact on our organization by transforming the way we interact with our customers. **Accountabilities** + Lead the re-design of billing processes, enhance IT solutions, and manage workforce planning to optimize billing operations. + Develop and execute a strategic plan to enhance customer experience over the next five years. + Establish a robust Voice of the Customer program to gather insights and apply them to improve customer satisfaction and service delivery. + Create detailed customer journey maps and personas for current and future states to achieve customer experience improvement goals. + Drive the transition of customers from high-touch service channels to efficient self-service models, reducing operational costs. **Education and Experience** + Bachelor's degree or equivalent in a relevant field. + A minimum of 15 years of overall experience, with at least 10 years in management roles. + Proven track record of delivering customer experience programs in regulated utility environments. + Ability to travel up to 50% within Canada and the US If you are passionate about customer excellence and have the experience and vision to lead strategic initiatives, we invite you to apply for this exciting leadership role. Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business and as an employee team. Our Mission We provide safe, secure, reliable, cost-effective and sustainable energy and water solutions. Our mission is how we create value as an organization—it is what drives us every day to fulfill our purpose. Our Vision We better the lives of our customers and communities. Our vision is what we see as possible. It's where we aspire to be, what we want to achieve and how we'll make animpact. It guides and keeps us on the right path as we work towards fulfilling our purposes. Our Guiding Principles + Customer Centric + Integrity + Entrepreneurial + Teamwork + Owner mindset + Outcome focused + Continuous learning **What we offer** Collaborative environment with a genuine flexible working policy Share purchase/match plan A defined contribution savings plan Leadership Development Program Volunteer paid days off Employee Assistance Program Achievement fund Group Benefit Plan Variety of Health & Wellness programs Discount and Perks program We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further. We are an equal opportunity employer and value each person's unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all our employees and expect each of our employees to honour this commitment in their daily responsibilities.