Advisor Customer Experience

Job Description:

In this role you will not only translate customer experience into core processes and systems requirements documentation but will build, test, and implement the systems/channels required to operationalize each of our core functions – sales, operations, and customer management.

Job Responsibilities:

• Engage marketing team to develop information and content to educate customers on our portfolio
• Build and maintain positive relationships with Customer Care, Third party vendors and TIS resources
• Work with the team to identify functional requirements and build strategy to offer a stellar digital service experience
• Contribute to the development of strategies to use our enterprise systems to launch products and services
• Responsible for the maintenance of channel related data, process management and documentation
• Maintain and improve reporting tools and templates to provide accurate and relevant digital channel data as the need arises
• Adopt user experience (UX) and user interface (UI) principles that lead to the creation of functional, intuitive, and accessible digital channels that empower customers
• Provide input on wholistic customer experience and service strategy. Implement all core processes needed to operationalize and scale our business
• Use project management and facilitation philosophies while leading collaborative workshop sessions with stakeholders (business, technical teams and UX/UI designers) to implement new processes and technology; provide support and subject matter expertise

Job Requirements:

• Strong understanding of appropriate technology (e.g., Adobe Creative Suite, Invision, Jira, HPQC, etc) and design software.
• Strong creative, user experience UX/UI and technical processes
• Outstanding analytical skills using innovative problem solving and great teammate who can work also work independently to deliver results.
• Ability to work on multiple tasks and shifting priorities
• Microsoft Office Suite proficiency, i.e. Visio, Word, Excel, PowerPoint
• Ability to build and create designs that focus on customer experience
• A Bachelor’s degree and 4+ years of directly related experience in Customer Care, Operations, TIS
• Excellent knowledge of digital channel design

Job Details:

Company: Enbridge

Vacancy Type: Full Time

Job Location: North York, ON, CA

Application Deadline: N/A

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