Description

Highlights of the job

In this role, you'll drive the evolution of our retail digital engagement channels, direct the transformation of the Customer Portal, and enhance how customers interact with EPCOR. You'll own and advance our retail digital customer experience ecosystem, deliver simple, seamless, and low-effort experiences that support self-service, improve channel efficiency, and elevate customer satisfaction.

You'll lead the end-to-end product lifecycle of the Customer Portal, define the roadmap, prioritize enhancements, and use data-driven insights to deliver measurable value in partnership with IT, Communications, Marketing, Operations, and external vendors. You are also responsible for evaluating and operationalizing emerging customer engagement capabilities such as live chat, AI-enabled automation, and virtual assistants to build a connected omni-channel experience across web, mobile, and telephony. At the same time, you'll strengthen vendor governance and collaborate closely with Communications and Customer Experience teams to drive awareness, adoption, and continuous improvement.

Note: This is a business-led product and customer experience role (not a technical/IT delivery or engineering role).

What you'd be responsible for

The Digital Product & Customer Experience Lead will report to the Associate Director, Customer Experience and be responsible for the following (but not limited to):

Strategy Planning & Budget Alignment

• Providing input on Customer Experience strategy and direction, ensuring alignment across EUI
• Contributing to Customer Care strategy, including assessing the impact of digital adoption on workforce planning and supporting change management
• Identifying and managing budgets to deliver scalable, customer-centric digital solutions that enable self-service, performance tracking, and continuous improvement

Product Ownership & Experience Optimization

• Owning and managing the Customer Portal as a digital product, including performance, roadmap evolution, and alignment to CX strategy, while defining and tracking KPIs such as adoption, completion rates, customer effort, satisfaction, and ROI
• Translating customer insights and voice-of-customer data into actionable improvements through journey mapping, performance analysis, and experience optimization

Digital Roadmap & Innovation

• Developing, maintaining, and executing a multi-year Customer Portal roadmap, balancing business needs, customer expectations, technical constraints, and vendor capabilities

• Evaluating and operationalizing emerging customer engagement capabilities (live chat, AI, virtual assistants) to support a seamless omni-channel experience
• Monitoring industry trends and best practices to inform future enhancements and innovation

Vendor Management & Financial Oversight

• Managing the vendor relationship for customer-facing digital platforms, including roadmap alignment, delivery oversight, service levels, contract understanding, and cost management
• Monitoring portal usage and financial impact, proactively identifying risks and ensuring alignment across business units

Cross-Functional Leadership & Program Delivery

• Driving delivery excellence through cross-functional collaboration and fostering strong relationships.

• Facilitating and leading a cross-functional program council to drive prioritization, alignment, and delivery of enhancements

Compliance, Communications & Adoption

• Ensuring compliance and sustainability, aligning portal processes with regulatory requirements, enterprise standards, privacy, and risk practices
• Partnering with Communications and Change Management teams to drive awareness, adoption, and readiness through coordinated strategies

What's required to be successful

You'll bring the mindset, capability, and experience to lead digital transformation and customer experience with impact. This role leads business strategy, prioritization, and customer experience outcomes, partnering closely with technical teams for implementation and delivery.

Education & Experience:

• A degree in Business, Arts, Science, or a related discipline
• Brings 7+ years of relevant hands-on experience in product management and/ or digital customer experience roles
  • Includes 4+ years of direct experience in a Product Manager or Digital Customer Experience role
• Demonstrable experience developing and executing strategic business, product, or digital adoption plans

Technical Skills

• Demonstrated ability to manage vendor-delivered digital products and SaaS solutions, including evaluating digital capabilities, influencing roadmaps, and ensuring solutions meet business and customer experience requirements.
• Demonstrated working knowledge of customer engagement ecosystems, with experience enabling seamless omni-channel experiences (e.g., contact centres, CRM, digital self-service), with a focus on driving adoption and business outcomes
• Proficiency in applying product management tools, methodologies, and practices to plan and deliver solutions
• Strong understanding of customer experience principles, including customer journey mapping and experience optimization.
• Knowledge and application of software tools for customer journey mapping and/or project management.
• Demonstrate intellectual curiosity and an understanding of how evolving capabilities can enhance customer experiences and support business transformation
• Applies strong business acumen to interpret data, inform strategy, and improve customer outcomes while balancing operational efficiency
• Analyzes data to inform decisions, solve problems, and implement business solutions. Analytical mindset with the ability to interpret data, make sound decisions, and implement business solutions.

Behavioural skills:

• Strong communication skills through written, verbal, and presentation, with confidence in public speaking and stakeholder engagement.
• Ability to build and maintain effective relationships across various levels of the organization and with external partners, including vendors and industry peers
• Demonstrated ability to lead cross-functional teams and drive alignment across business units.
• Operates with a collaborative mindset, effectively navigating complex environments

• Takes ownership and deliver results with a disciplined, accountable, and solutions-oriented approach

Nice to Have:

• Knowledge of customer experience management tools and concepts
• Familiarity with the utility industry

Other important facts about this job

Jurisdiction: PROF

Hours of work: 80 hours biweekly