Senior Manager, Research and Insights

51742 - Toronto - Regular .

Hiring Salary Range: $- / year

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

Job Function:

Through collateral relationships with respect to the Director of Customer Research and Insights and within context provided by the Director of Customer Research and Insights (i.e., corporate strategies and policies, accountabilities, tasks, budget and programs, compliance and performance targets, expectations for continuous improvement, etc.), provide the following:

• Support in the development and implementation of an integrated centre of excellence that will identify all customer segments and informs the development of new customer programs, including educational and outreach programs.
• Responsible for customer intelligence and the delivery of market research that improves an understanding of customers.
• Support in the development and implementation of customer segmentation:
  Manage the development of customer segmentation models that assist in marketing and sales of customer solutions.
• Develop tools to gauge Customer Behaviour - conduct customer research to understand customer motivation, needs, and values, which can influence customer marketing and customer program development.
• Support the marketing and development of a marketing plan that supports the long term Customer Service Delivery Vision and addresses the needs of conservation and customer care.
• Act as a liaison in the development and implementation of plans to enable the trusted energy advisor role and support customer satisfaction initiatives and customer service delivery.
• Work with various customers in the interpretation of customers' needs and preferences.
• Provide communication and insights back to the Business Unit - to assist in meeting the needs of their target customers.
• Manage and conduct research and analysis to measure marketing performance data to ensure that marketing activities are effective and targeted. Provide statistical analysis and reports concerning the impact of marketing efforts for ustomer Experience, Operations, and Strategy, as required.
• Establish a liaison role within Customer Ops Group to articulate the customer needs that require consideration in investment decisions
• Support Hydro One to build relationships with our customers, to extend our trusted advisor role, and to provide a customer voice and perspective. Ongoing collaboration and growth between the company and customer and more listening to customer needs.

Selection Criteria:

• University degree or college diploma and 7+ years managing a customer research or customer experience team
• Knowledge of province of Ontario and Ontario's electricity sector
• Knowledge and proven ability to apply conventional direct response and general marketing best practices to customer engagement projects
• Knowledge of customer segments
• Knowledge of a broad range of marketing channels
• Exceptional oral and written communication skills
• Exceptional creative skills
• Ability to communicate vision and purpose
• Ability to influence and motivate people to take action
• Experience and ability to take research and test learnings and apply them to optimize customer strategies and to identify customer channels
• Ability to envision possibilities; experience in balancing risks and proven results to achieve targets
• Strong multi-tasking abilitiesincluding experience to manage multiple priorities
• Experience in product marketing and development
• Understanding of branding

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse…