Senior Advisor, Customer Care Self Serve Integration

Job Description

• North York, ON (Hybrid)
• $70 to $80 per hour, open to negotiation
• Full-time, 24 month contract

Raise has partnered with Enbridge / Dominion Energy to support them in their hiring a team to support the integration of their Customer Care processes due to the recent utilities acquisitions that have been made within the United States (Ohio and Utah).

As the Senior Advisor, Self Serve Integration , you will be representing Customer Care Operations by partnering with Enterprise (TIS).

Your primary responsibility will be to seamlessly integrate self-service systems across multiple utilities, ensuring a unified and efficient customer experience.

Specific Accountabilities :

• Accountable for the overall Customer Care self service experience across multiple platforms such as web self-service and IVR to support functions such a moves, view / pay bill, set up services, preference centres.
• Work with IT and other departments to develop and implement a solution to integrate the Customer Care self-service channels while ensuring the customer experience is not impacted.
• Work with other tracks to ensure the overall implementation is seamless for customers.
• Work closely with project sponsor, cross-functional teams, and assigned project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for new initiatives.
• Identify key requirements for cross-functional teams and external vendors.
• Leverage web analytics, web best practices, market research, customer knowledge and past initiative results to perform ongoing usability testing and assist in setting the strategic direction for new online functionality to increase self-service adoption.
• Responsible for the development, monitoring, forecasting and reporting of key performance indicators (KPIs) for the website.
• Perform and prepare ad-hoc analysis, forecasts, reports, etc. to understand trends and performance related to self-service and other online interactions.
• Work closely with different stakeholders to ensure any changes to the website adhere to the Enbridge user experience standards including accessibility and Enbridge branding guidelines.
• Liaise and work with IT to resolve any technical issues on the self serve channels as it relates to production or project development issues.
• Provide subject matter expertise for business analysis of all self-service channel initiatives.
• Lead the planning and implementation of digital channel projects, including defining project scope, goals, and deliverables.
• Collaborate with cross-functional teams, including IT, marketing, and customer service, to ensure seamless integration and alignment with business objectives.
• Manage project timelines, budgets, and resources, ensuring efficient allocation and utilization.
• Monitor and report on project progress, identifying and addressing any issues or risks that may arise.
• Conduct post-implementation reviews to assess project outcomes and identify areas for improvement.
• Stay up-to-date with the latest digital channel trends and technologies to drive innovation and enhance project outcomes.

Scope of Work :

• Accountable for the accuracy of the data migration.
• Align with IT and business to ensure successful integration with minimal impact to customer.
• Operates in a complex environment with multiple stakeholders spanning across Customer Care Ops, TIS and the Enterprise.
• Manage data requirements for multiple systems.
• This role will play a critical role in ensuring Customer Care Ops meets the utility integration goals while ensuring the continued delivery of safe, reliable, and cost-effective energy to the Enbridge customers.

Knowledge, Skills, and Abilities :

• Post-secondary education in Computer Science, Web Design or related discipline
• A portfolio demonstrating a user-centric approach to user experience design and strong problem solving skills
• Knowledge of customer systems such as SAP, Oracle, IVR, as well as modern web technologies
• Superior analytical skills using innovative problem solving, judgment and discretion
• Demonstrated ability to work on multiple tasks and shift priorities without loss of efficiency and effectiveness
• Proven experience in digital channel project management, preferably in a customer integration or similar role.
• Strong understanding of digital technologies and platforms, including web, mobile, and social media.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work effectively in a fast-paced, collaborative environment.
• A team player, who is able to work independently to deliver results and build collaborative relationships
• Proven experience in integrating and implementing web services
• Proven Microsoft Office Suite proficiency, i.e. VISIO, EXCEL, WORD,MS Project and PowerPoint
• Ability to travel when required
• Experience with JavaScript, HTML / CSS, Mobile / Responsive Web Design, Wireframing, Adobe Creative Suite, WordPress Theme customization preferred
• Experience in integrating web offerings with back-end ERP systems (i.e. SAP) preferred
• 3+ years’ experience in a design, advertising or comparative creative field preferred
• Understanding of Customer Care Operations and the needs of the business preferred

Working Conditions

• This position requires normal physical effort.
• This position requires normal visual / sensory effort.
• Due to the nature of this position from time to time it will be necessary to be flexible in terms of work schedule with need to work extended hours on occasion.
• This position generally operates in an agreeable work environment.
• Requires some travel to other Enbridge offices across Canada and the USA.
30+ days ago