What are the responsibilities and job description for the Manager, Voice of the Customer Insights position at Liberty Utilities Co.?
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.
At 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.
The Manager of Voice of the Customer is responsible for developing and executing Liberty's Market Research and Customer Satisfaction Program. This program will ensure Liberty understands the sentiment of our customers and continuously improves on pain points and removes operational inefficiencies. In the long-term the Manager of Voice of the Customer establishes as robust market research portfolio that uses data for insights. Business leaders across Liberty will be working with the VOC team to turn insights into tangible outcomes. This role bridges the gap between in-house research and industry benchmarking. The Manager will guide a team of analysts and brief Leadership on appropriate Key Performance Indicators suitable for a pure play utility in Water, Gas and Electricity. They collaborate with internal and external stakeholders to deliver customer-centric, and cost-effective utility services.
- Oversee Liberty's Voice of the Customer Program ensuring the enterprise utilizes customer feedback through surveying and feedback programs
- Recommend and implement process improvements based on data insights.
- Support the Manager of Data Analytics and Manager Voice of Customer with process design and workshops to jointly improve Liberty's Customer Excellence.
- Jointly develop long-term plans for business transformation, technology adoption, and workforce optimization.
- Lead and mentor Analysts.
- Work with cross-functional teams to analyze operational data for trend identification, inefficiencies, and opportunities.
- Stay informed on industry trends and regulatory changes.
- Conduct external research using market research standards
- Identify opportunities, design and plan operational strategies aligned with organizational goals.
- Brief cross-functional team members on Customer sentiments to improve service reliability, cost efficiency, and customer satisfaction.
- Collaborate with internal and external stakeholders
- Provide data-driven updates to leadership regarding improvement initiatives, results, and recommendations.
- Identify opportunities to improve Customer Excellence, implement industry best practices, and KPI's.
- Bachelor's degree in Business, Operations, or a related field (or equivalent experience).
- Prior experience associated with market research and customer feedback programs, operational experience is an asset
- 5 years of experience in a large-scale utility or regulated industry contact center environment.
- 3 years management experience.
- Strong proficiency in market research, certifications are an asset.
As a valued member of our team, you will enjoy competitive pay that reflects your skills and experience. You will also have access to a comprehensive benefits package that includes:
- Medical, Dental, and Vision coverage & a 401K plan with a 5% match, effective day one
- Annual bonus and merit increase eligibility
- Life insurance, and short-term & long-term disability
- Employee Stock Purchase Program
- Free Employee Assistance Program & Headspace account
- 3 weeks of vacation, 5 sick days, 12 paid company holidays, & 3 paid volunteer days
- Tuition reimbursement, professional development opportunities, & reimbursement for certification costs
- Reward & recognition programs, service awards, a great company culture, and a collaborative & flexible work environment
Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billion of assets across North America and internationally.
For more than 30 years, Algonquin has demonstrated an unwavering commitment to delivering clean energy and water solutions. Our rapid growth has led both our regulated utility services and renewable energy business groups into different geographies and commodities, but our purpose remains unchanged - Sustaining Energy and Water for Life.
Through our operating business (Liberty), we provide regulated electricity, water, and natural gas utility services to over 1 million customer connections, primarily in North America. And, our growing portfolio of clean, renewable wind, solar, hydro and thermal power generation facilities represent over 3 GW of renewable generation capacity in operation and under construction.
With our robust, diversified, and growing presence in communities across North America and internationally, we are continually demonstrating our "Think Global, Act Local" business model.
We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the opportunity.
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 of our employees and expect each of our employees to honor this commitment in their daily responsibilities.