Technology
Customer Experience Lead
North York, ONFull-time · Remote 7 months ago
Engagement
Full-time
Remote · Permanent
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About the role
Role Overview
We are seeking a seasoned CX leader (15 years of experience) to lead and advise utility clients on end ‑ to ‑ end customer experience transformation programs . The role blends business strategy and executive advisory capabilities to drive large ‑ scale, SAP ‑ enabled digital transformation initiatives.
Key Highlights
- Act as a trusted advisor to utility clients and internal delivery teams
- Lead CX initiatives across billing, metering, service orders, outage management, and collections
- Define and execute business ‑ aligned CX strategies while meeting regulatory requirements
- Lead RFP development, vendor evaluation, and solution selection
- Facilitate executive workshops, journey mapping, and future ‑ state design sessions
- Adobe
- CRM
- CDP
- Contact Center technologies
- DERMS
- MARTECH for customer program enrollment & adoption
- Proven experience integrating CX platforms with SAP IS ‑ U / CX
- Strong understanding of the utility customer lifecycle and regulatory environment
Nice ‑ to ‑ Have
- Experience with SAP IS ‑ U/CX, Contact Center platforms, DERMS, and MARTECH
- Knowledge of design thinking, journey mapping, and persona development
- Familiarity with utility regulations such as AUC, OEB, FERC
This engagement is managed end-to-end by Querentia. Our recruiters give you honest feedback at every stage, prepare you for the interview, and support a smooth onboarding once you land the offer.