Specialist, Digital Customer Experience

Description

As the Digital Customer Experience Specialist, you will own the long-term stewardship and optimization of EPCOR’s customer portal and related technologies—ensuring they deliver low-effort, high-value experiences and adapt to changing customer needs. You’ll drive the product roadmap, manage vendor relationships, and integrate future capabilities such as virtual interaction channels and digital engagement tools.

Working closely with cross-functional teams, you will boost customer adoption, leverage data for continuous improvement, and stay ahead of industry trends to keep EPCOR at the forefront of digital customer engagement.

• Supporting the implementation of a new customer portal and the ongoing enhancements/ improvements – ensuring the portal continues to meet both business and customer needs.
• Staying informed on industry trends and best practices in digital engagement through peer networking, industry events, and market intelligence services.
• Facilitating and leading a cross-functional program council including IT and operations to prioritize and implement portal improvements across business units.
• Providing input to the Senior Manager, Customer Experience, ensuring alignment with EPCOR’s Customer Experience strategy and regulatory commitments.
• Ensuring digital initiatives connect to EPCOR’s broader CX vision and goals and aligning projects/ enhancements with long-term customer experience strategy
• Identifying and managing budget requirements for scalable, customer-centric digital solutions.
• Ensuring compliance with policies, standards, and regulatory requirements while mitigating risks.
• Collaborating with Communications and Customer Experience teams to increase portal awareness and adoption.
• Defining and maintain key digital customer experience metrics, for example adoption, engagement, effort and satisfaction.
• Contributing to strategic planning by evaluating how digital adoption impacts service delivery and resource planning—ensuring alignment with our commitment to excellent customer experiences and leveraging agent expertise to drive adoption.
• Managing vendor relationships to ensure strategic alignment, service levels, and timely delivery of enhancements.
• Developing and executing a customer portal product roadmap that supports self-service, channel containment, and omni-channel integration, including future capabilities such as virtual interaction channels and digital engagement tools.
• Monitoring and analyzing digital/ portal performance data, report on return on investment (ROI), and use insights to identify opportunities for continuous improvement.

Requirements

• Proven ability to lead cross-functional teams, drive alignment across business units, and manage vendor relationships.
• 7+ years of professional experience, including 4+ years in a Product Manager or Digital Customer Experience role.
• Demonstrated working knowledge of IT systems and digital platforms, including omni-channel integration (e.g., telephony, CRM, portal solutions).
• Proven business acumen with the ability to interpret and communicate strategies using data, monitor KPIs, and report on ROI to improve customer experience while balancing operational efficiency.
• Strong understanding of customer experience principles, including customer journey mapping and optimization.
• Intellectual curiosity and adaptability to emerging technologies that support digital transformation and omni-channel experiences (e.g., telephony, CRM, portal solutions).
• Knowledge of customer experience management tools and concepts
• Strong communication skills—written, verbal, and presentation—with confidence in public speaking and stakeholder engagement.
• A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada on a permanent full-time basis. (A copy of a valid work permit may be required.)
• Exposure to AI-powered customer engagement tools and virtual assistants.
• Familiarity with the utility industry.
• Proficiency in product management tools, methodologies, and practices.
• Analytical mindset with the ability to interpret data, make sound decisions, and implement business solutions.
• Ability to build and maintain effective relationships across various levels of the organization and with external partners.
• Experience with software tools for customer journey mapping and/or project management.
• Demonstrated experience in developing strategic business or product/technology development plans, ideally focused on digital technology adoption and transformation.
• If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
• Experience in change management and employee engagement strategies during technology adoption.
• Bachelor’s degree in Business, Arts, Science, or a relevant discipline from a recognized institution

Benefits

This position may be eligible to participate in EPCOR’s Where We Work hybrid program depending on business needs and upon meeting the eligibility requirements.

Hours of work: 80 hours biweekly

Training + Development

Interview process

Visa Sponsorship

Security clearance