Address49213 - Toronto - Regular -
Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.4 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.
It’s an exciting time to join the team at Hydro One!
Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.4 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.
It’s an exciting time to join the team at Hydro One!
Director, Customer Relations Strategy
Job Function:
Reporting to the Vice Presidentand Executive Lead, Enterprise Strategy, the primary function of this role is to ensure the company’s customer Relations Strategy reflects the needs and expectations of our customers across all segments. This includes:
- Ensuring customer operations (service, processes, systems, policies, and products) are aligned with the strategic direction of the company
- Representing and presenting customer needs throughout the entire company in order to establish our role as customer advocates
- Maintaining an active engagement with broader industry to identify leading edge solutions and best practices
- Leading strategic customer engagement activities include those related to our obligations to the Ontario Energy Board
Responsibilities:
- Provide strategic thinking and insight to the role to ensure customers receive a level of service that increases customer satisfaction
- Develop a deep understanding of customer needs and factors that drive satisfaction and dissatisfaction.
- Use customer insights to develop, implement and manage a data-driven customer relations and success strategy that align with the company’s overall strategic priorities.
- Define the customer Relations Strategy and lead the design and implementation of customer initiatives to improve consistency and efficiency within the organization, including digital initiatives
- Provide leadership and integration across lines of business to deliver a holistic view of all customer relations activity as it relates to strategy initiatives
- Lead the development and implementation of Hydro One’s Conservation and Demand Management (CDM) program strategy
- Establish an e-mobility strategy and team to lead the enablement of customer EV adoption
- Lead the scaling of Hydro One’s demand response program into a virtual power plant, working closely with internal and external stakeholders and collaborators to unlock VPP value streams
- Identify and define the major strategic issues for the organization and integrate diverse stakeholder interests to inform the development and prioritization of customer relations initiatives and to proactively understand and mitigate risks
- Foster collaborative and mutually supportive relationships with senior stakeholders, provide coaching, training and support to enhance the customer service organization’s capability, and improve collaborative development and project results
- Synthesize customer insights (data, engagements, research) with policy developments, regulatory requirements, brand aspirations, and overall corporate priorities
- Support the development and execution of customer-centric products and services and identify opportunities for growth and improvements within different customer segments while working collaboratively with those responsible for specific customer segments.
- Provide leadership and engagement to direct reports and their teams
Selection Criteria
- 10+ years of leadership experience in Customer Relations management
- In-depth understanding of the trends, opportunities and challenges of the energy transition as they relate to evolving customer needs and distributed energy resource adoption
- Proven leadership skills with the demonstrated ability to influence and collaborate with individuals at all levels within the organization
- In-depth knowledge of the Ontario Energy Board’s Renewed Regulatory Framework
- Proven ability to provide strategic vision and advice with a practical roadmap of goals and objectives
- Solid understanding of the electricity sector, regulatory framework and policies
- Results driven and a demonstrated ability to build rapport and credibility with stakeholders quickly. Able to successfully deliver desired results under tight timelines
- Demonstrated experience successfully developing and implementing strategic initiatives with project teams, and designing, developing and implementing functional policies and programs resulting in improved business performance
- Sound written and oral communications skills. Exceptional presentation abilities, adept at building and sustaining strong working relationships at all levels, cross-functionally and cross-divisionally, and developing and implementing creative, innovative solutions that take into account business and financial considerations
- Strong ability to synthesize large amounts of customer data and turn research insights into strategic direction
- Experience working with electricity customers is an asset
At Hydro One 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 2024.
Thank you for considering a career with Hydro One, 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.
In the event you are experiencing difficulties applying to this job please consult our help page here.
At Hydro One 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 2024.
Thank you for considering a career with Hydro One, 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: March 18th, 2024
In the event you are experiencing difficulties applying to this job please consult our help page here.
