Job Title

The Director, Customer Experience is accountable for the diverse customer service, billing and support functions and works with the Vice President to deliver world class, innovative service to our client base.This dynamic individual ensures excellence in all points of contact with our customer base -irrespective of channel, transaction or service. Our Customer Service and Billing department is involved in all activities that contribute to the satisfaction and retention of customers as well as the workflow involved in providing a seamless customer experience to customers.Develop, implement and communicate a long term sustainable strategic direction for the Customer Service and Billing department that respects our customers evolving expectations and reflects the evolving business requirements. Manage the ongoing performance of Meter to Cash processes to ensure quality performance standards are maintained. Develop and direct Customer Service programs that support the overall Customer Service Strategy that drive a higher level of customer satisfaction.Implement strategies that foster a customer-centric mindset and promote an increase in efficiency standards with employees.In respect of business excellence or continuous improvement, recommend and implement new or enhanced procedures and processes to improve operational effectiveness, including automated processes. Identify, monitor and report on key performance indicators which illustrate customer satisfaction, service level attainment, billing performance and revenue assurance Identify and operationalize opportunities to leverage technology, systems and other innovations in Customer Service as mechanisms to adapt to changing business requirements.WORK EXPERIENCEDegree in Business, Sales, Commerce or related fieldMust have experience in Meter Based billing operations. Must have B2C customer service experience in a leadership role.Experience in a utlities based organization is highly recommended.7+ years in a leadership or management role with expertise managing across various lines of business.Proven experience with relationship building and the ability to influenceSolid foundation across many disciplines including systems, operations, finance, Human ResourcesAbility to act as a coach and mentor to a wide variety of team membersAbility to apply sound judgement to a variety of situations demonstrating tact, diplomacy and confidentiality.