SaskEnergy

Manager, Customer Experience

Regina, SK

Full-time

About This Job

SaskEnergy is seeking a qualified and motivated individual to join our team. The Manager, Customer Experience is responsible to deliver the Corporation’s customer experience strategy and lead the customer experience. They will also be accountable in leading employees across departments to meet corporate objectives by managing the delivery of end-to-end experiences across all touchpoints. This role oversees brand management and the development of solutions that: meet customer needs, provide a customer centric approach, and support a sustainable future while building and sustaining employee engagement as a champion of corporate Customer Experience.

Position Details

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Non-union - This position is permanent full time.

Key Accountabilities

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Provide direction and leadership for programs, projects and channels, focusing on innovative customer management and service solutions.

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Accountable for ensuring the value of excellent customer service, monitoring outcomes, and adjusting plans to meet changing expectations.

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Ensure accountability for translating planned goals into business results and coach employees to achieve their goals.

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Develop plans and recommendations for identified new and/or enhanced processes and initiatives that support continuous improvement for customer experience. These plans and recommendations will be developed through, but not limited to, responsibility for overseeing: voice of the customer, voice of the employee, journey mapping, vendor engagements and other research.

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Lead the facilitation related to gathering customer feedback and input from customer facing teams to derive meaningful insights for improvements, adjusting plans to meet changing needs and expectations.

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Lead business and financial planning for the Customer Experience team, enabling the delivery of the required people, skills, technology, and equipment.

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Work collaboratively with other business units to deliver on customer initiatives and communications utilizing all channels available.

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Establish and maintain collaborative relationships with a network of internal and external stakeholders and partners, working with strategic leaders to coordinate the delivery of exceptional customer experience.

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Other related duties as assigned.

Knowledge/Skills/Abilities

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Degree in Business Administration, Commerce or a related discipline.

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Eight (8) years of marketing, sales or customer service experience.

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Experience in assigning accountability for monitoring results and making necessary adjustments.

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Ability to coach and mentor employees while building and maintaining effective relationships and empowering team members to succeed.

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Ability to foster a culture focused on innovation and teamwork.

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Must have a continuing record of professional development and continuous learning.

A suitable combination of relevant education and experience may also be considered.

Additional Information

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Travel away from bid headquarters may be required on occasion.

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A Class 5 Driver’s License is required.

Application Instructions

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Please apply online with your cover letter and resume outlining your qualifications.

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For more information on this position, please contact Human Resources at 306-777-9091.

Closing Date

March 3, 2025

Salary Range

$90,898 - $130,351

Manager, Customer Experience

About This Job

Position Details

Key Accountabilities

Knowledge/Skills/Abilities

Additional Information

Application Instructions

Closing Date

March 3, 2025

Salary Range

$90,898 - $130,351

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