Position SummaryThe Director, Customer Experience - DTS is accountable for the end-to-end technology experience supporting Hydro One's customers, spanning digital channels, billing, CRM, integrations, service reliability, and enablement platforms. This role leads multiple customer-facing technology portfolios and managers, translating enterprise strategy into predictable delivery, resilient operations, and continuous experience improvement. The role is accountable for predictable, cost-disciplined delivery of customer-critical technology initiatives, ensuring outcomes are delivered on time and within approved budgets.
Core AccountabilitiesCustomer Experience & Service Outcomes- Own the technology enablement of customer experiences across digital channels, CRM, billing platforms, and supporting integrations.
- Ensure service reliability, performance, and responsiveness for customer-facing systems, including accountability for major incidents and root-cause remediation.
- Translate customer and business needs into prioritized roadmaps that balance experience improvement, risk reduction, cost, and technical sustainability.
Strategy Execution & Portfolio Delivery- Translate DTS and enterprise strategy into executable plans, funded programs, and committed delivery outcomes.
- Accountable for delivering portfolios and major initiatives on time, within approved scope, and on budget, proactively managing risks, dependencies, and trade-offs.
- Oversee delivery across multiple application portfolios, including roadmaps, sustainment, enhancements, and modernization initiatives, with clear financial and delivery discipline.
- Ensure investments remain aligned to business priorities with transparent cost management, sequencing, and delivery commitments.
Enterprise Platforms & Transformation- Provide domain leadership for major enterprise transformations, including SAP S/4HANA implementations and CRM modernization.
- Ensure customer experience, billing, and service processes remain stable and integrated through large-scale system change.
Operational Excellence & Risk Management- Accountable for application sustainment, SLAs, and continuous improvement across customer-critical systems.
- Own financial and delivery risk within the domain, ensuring cost controls, forecasting accuracy, and corrective actions are in place.
People & Leadership- Lead, coach, and develop managers with accountability for delivery, budgets, and outcomes.
- Build and sustain teams with strong delivery discipline and financial ownership.
Financial & Delivery Accountability- Own the Customer Experience DTS operating and project budgets, including planning, forecasting, and in-year management.
- Ensure effective CapEx and OpEx management, vendor spend control, and benefits realization.
- Hold teams and partners accountable for predictable delivery and cost transparency.
Required Experience & QualificationsTechnical & Professional Background- Degree in Computer Science, Engineering, or equivalent practical experience.
- 10+ years of progressively senior technology experience, with early career time spent in the technical weeds (software development, web engineering, systems integration, or application operations).
- Strong background in web technologies, including modern web architectures and customer-facing digital platforms.
- Extensive experience with CRM platforms supporting customer interaction, workflows, and digital engagement.
- Hands-on leadership experience with SAP S/4HANA implementations impacting customer, billing, or revenue processes.
- Proven ownership of enterprise platforms across the full lifecycle.
- Demonstrated leadership in major incident management and service recovery.
Why This Role MattersThis role ensures Hydro One's most critical customer and revenue-enabling platforms-web, CRM, digital channels, billing, and S/4HANA-integrated systems-are reliable, scalable, and continuously improving, even through large-scale enterprise transformation.
