Customer Insights Officer - Winnipeg, Canada - Manitoba Hydro

Manitoba Hydro

Verified Company

Winnipeg, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

CUSTOMER INSIGHTS OFFICER

Winnipeg, MB

_ Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers_

_ Great Benefits_

Competitive salary and benefits package.
Definedbenefit pension plan.
Nineday work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life

- and community.

Flextime and partially remote work schedule (providing the option to work remotely two days per week), depending on nature

of work, operational requirements and work location.

Manitoba Hydro is a leader among energy companies in North America, recognized for providing highly reliable service and
exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that supports innovation,
commitment and customer service.

We are seeking a Customer Insights Officer to join our newly formed Customer Solutions & Experience Business Unit (BU) is
responsible for customer centricity and building a centre of expertise around the customer's needs and wants. As champions for the
customer, this BU will develop new and existing products and experiences and represent the customer at every touchpoint,
developing market insights and prioritizing service excellence in all the organization's activities. A key input into this process is
leveraging customer data and insights to make data-driven, customer-centric decisions. The Customer Insights Officer position will
have a leading role in coordinating, maintaining, and visualizing Manitoba Hydro's customer data, allowing real-time customer
insights to be delivered in a meaningful way.

This is an exciting opportunity for a highly motivated, dynamic individual who has an interest in data visualization, storytelling, data
analysis and wants to help shape Manitoba Hydro into a more responsive, trusted, customer-centric organization.

Reporting to the Manager of Customer Data Analytics & Research, the Customer Insights Officer will be accountable for generating
customer related reporting & insights for key stakeholders across the enterprise. By working closely with Customer Solutions &
Experience Business Unit as well as larger enterprise stakeholders, the role will be responsible for generating timely customer
insights to enable data-driven decision making. The role will also identify gaps in data points that are needed to report on Tier 1 KPIs
that matter to Customer Solutions & Experience BU as well as larger enterprise. The role is responsible for using MS PowerBI to set
up automated dashboards and reporting - but - most importantly the role must demonstrate expertise in generating meaningful
insights from data with effective storytelling. This is a front-end system role designed to equip CS&E BU and larger enterprise to
align on and make customer centric data driven decisions in a timely manner.

_ Responsibilities:
_

Mine data to access disparate data sources to generate customer insights but most importantly generating insights &

presenting insights in a format that is designed to cater to non-technical audiences.

Identify key customer insights related to business stakeholder questions by running frontend queries and leveraging frontend

tools such as MS PowerBI.

Work closely in partnership with Digital & Technology to leverage the enterprise data and analytics system and enable

automated MS PowerBI reporting and other insight generation for Customer Strategy & Experience Business Unit.

Establish and maintain a work intake system to partner with the Customer Solutions & Experience BU as well as larger

enterprise to intake, plan and prioritize data, reporting & insight requests related to customer insights.

operational and strategic initiatives, define insights needs.

Acts as Data Visualization and Analysis SME for the CS&E business unit, including staying up to date on the latest trends and

recommendations in the industry specifically around effective storytelling by generating insights from structured and
unstructured data.

Makes customer data driven recommendations about improvements to existing processes and strategies within CS&E BU and

MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY

Reference Code:

CO
- enterprise on all customer related initiatives.

Design and develop KPIs associated with various CS&E BU functions to track customer and employee experience in

- meaningful and timely ways.

Create, maintain, and share dashboards and reports to share these KPIs across the CS&E BU.
Responsible for conducting data consistency and integrity assessments to ensure integrity of all customer reporting and

- insights that are generated and shared with leadership team within CS&E BU and across the larger organization.