Job Description

Please Note: If you are a current Hydro Ottawa employee with access to Workday, apply to this job via the Workday application.
At Hydro Ottawa, we empower the lives of the people in the communities we serve.
As the electricity distributor to the Nation's Capital, our work powers the essential activities that make up our lives - at home, at work and at play. And as Ontario's largest municipally-owned producer of green power, we are leading the way to a greener tomorrow.
We are seeking a Supervisor, Customer Experience, a change champion and innovative leader ready to embrace the opportunity to guide and mentor others, and enable them to do their best work. And in doing so, to leave a legacy.
Are you ready to make a difference in our community?
JOB SUMMARY
The Supervisor, Customer Experience is responsible to boost operational efficiency and the overall customer experience, leading and coaching a team to implement a wide variety of customer-focused initiatives and projects. This role provides guidance and support in areas such as process improvement, business case development, and the implementation of new systems and programs, including testing and training; and engages in cross-functional collaboration, working with other departments to help the team overcome obstacles and barriers. The Supervisor, Customer Experience also champions best practices, maintains service standards, and cultivates an environment of continuous improvement.
MAJOR RESPONSIBILITIESProvide support to the Manager, Customer Experience in the assessment and prioritization of project opportunities as required. Develop and implement best practices using technologies, techniques and tools for project planning. Promote the use of project management methodologies. Provide input and support in the development and management of the Customer Experience yearly initiatives, including planning and resource allocation. Liaise with stakeholders to ensure project teams are appropriately resourced. Interface with customers, other Local Distribution Companies (LDCs), industry partners and leading edge practitioners to develop appropriate customer-oriented processes, strategies and outcomes. Ensure all necessary performance metrics and reports are established, communicated, and delivered on time, with a focus on quality. Act as a role model for staff and peers; help create and foster a pleasant and positive team environment and promote a positive company image. Support the management of human resources within the customer experience team including staff development and training, recruitment, selection, performance management and administration of the collective agreement. Oversee the team's work in customer journey mapping and process evaluation, ensuring the team leverages data from multiple channels to uncover actionable insights, identify pain points, and recommend areas for improvement. Supervise the team's efforts in evaluating existing business processes and systems from both the customer's and employee's perspective; guide the team in analyzing and mapping end-to-end business processes and translating business requirements into detailed documentation and functional designs. Provide direction on drafting comprehensive business cases, including cost-benefit analyses, for proposed projects, and review the team's reports and presentations ensuring effective communication of findings and recommendations to management and key stakeholders. Provide coaching and training; oversee the team's involvement in usability and scenario testing, ensure they provide effective cross-functional project support, and ensure the team stays current with industry trends and best practices. Oversee the team's administration of customer-focused programs and their support of critical applications and systems; ensure effective troubleshooting of issues and assist with knowledge transfer and change management initiatives. Ensure that customer feedback from various channels, including Customer Satisfaction (CSAT) surveys and VoC programs, is effectively captured and synthesized by the team. Actively engage as a member of the Crisis Communication Team (CCT) when activated, contributing to effective communication, resolution efforts, and reputational risk mitigation. Perform other related duties as required.

EDUCATION AND EXPERIENCEPost secondary education in Business Administration, or other related field Minimum 2 years' experience in leadership; and Minimum 2 years' of experience in project delivery Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements. Project management accreditation (PMP) considered an asset Experience working with management and change management initiatives aimed at improving the customer experience Experience in training and process documentation Experience working with cross functional groups demonstrating flexibility Strong computer skills; proficient in the use of office productivity and collaboration tools, preferably Google Workspace English language skills essential, Bilingualism (French/English) an asset Experience working in a unionized environment is considered an asset Experience working in and demonstrated knowledge of the electrical industry's customer service environment/processes is considered an asset

This is a management group opportunity and salary will be commensurate with qualifications.
Hydro Ottawa offers a Hybrid Work Model. Hybrid work is position specific, details of the hybrid model will be discussed with successful candidates.
Hydro Ottawa may use artificial intelligence ("AI") during the recruitment process to aid in the screening and selection of candidates.
Location:
Ottawa, ON
Pay Range Minimum:
$74,517.10
Pay Range Maximum:
$111,775.67
Posting End Date (if applicable):
October 16, 2025
Hydro Ottawa is committed to establishing a qualified workforce that reflects the diverse population it serves and we encourage applications from all qualified individuals. We are also committed to preventing and removing barriers to employment for people with disabilities, and we invite you to inform us should you have any accessibility or accommodation needs.
Applicants must be legally entitled to work in Canada.