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.
Accountabilities
- 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.
Education and Experience
- 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.
Liberty
Ontario Canada
www.libertyutilities.com
