CUSTOMER RESEARCH OFFICER

WINNIPEG, MB

• Competitive salary and benefits package.
• Defined-benefit pension plan.
• Nine-day work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life and community.
• Flex-time and partially remote work schedule (providing the option to work remotely 3 days per 2 week period), depending on nature of work, operational requirements and work location.

• Lead various Manitoba Hydro's research initiatives.  This will include study design, implementation, data analysis, insights generation and strategic results communication.  The individual must be experiencing in design research programs across a variety of customer engagement channels (email, SMS, digital intercept, phone/voice, etc) to best achieve objectives of internal stakeholders.   
• Advanced statistical analysis of research data through available software tools including correlation and regression/key driver analysis to help validate key strategic insights.  
• Generate "actionable insights" from large volumes of data that correlate with business value for Manitoba Hydro (i.e. alignment with enterprise strategies around operational efficiency, customer experience and trusted advisor).  
• Accountable for on-going management of Manitoba Hydro's corporate survey software license.  This includes corporate license management activities (renewal, license size, functionality) and governance over an internal digital survey software user group. 
• Responsible for operational continuity of Manitoba Hydro's new, existing and on-going research studies.  This includes working with both external vendors and internal systems and stakeholders to own studies from conception to insights to action.  This work may include working with IT Services on back-end automation from internal enterprise systems and building/maintain automations for survey distribution within Qualtrics software. It also includes ensuring on-going operational requirements (i.e. open text).
• Technical review of research initiatives to ensure the studies (on-going or new) meet stakeholder objectives, corporate strategic objectives while meeting minimum technical performance levels.  Successful applicant must have detailed knowledge of the key criteria and technical assessment requirements for customer research initiatives (population sampling, sample error calculations).
• Provide critical support to the Department Manager on the development of a corporate research roadmap, including assessment of opportunities for growing research capabilities across customer touchpoints and communication channels.  
• Evaluate the use of text analytics and other leading-edge efficiency tools within customer research area; evaluate opportunities for application within Manitoba Hydro.  
• Provide comprehensive support to the business unit for GRA process.  This includes interpreting complex questions, drafting and finalizing necessary documentation, collaborating with various stakeholders, and preparing leadership. 
• Develop process logistics for the corporate research program to ensure technical integrity of the results and maintain business continuity.  This would include development of key maintenance operations and updated process documents to ensure transparent methodologies and an easily transferrable knowledge base.  
• Actively maintain knowledge of industry best practices regarding the acquisition and utilization of customer research.  This would include developing relationships with other peer utilities to inform Manitoba Hydro's corporate research strategy. 

• Completion of a four-year university degree in business (or relevant discipline) from an institute of recognized standing plus four years of directly related experience in designing, implementing and analyzing customer research initiatives.  
• Experience in leading a variety of different customer research studies across a range of methodologies, technology platforms and communication channels.  Solid knowledge of statistics and primary analytical tools used within customer research space including sample size/sample error calculation, correlation and regression analysis. 
• Proven business acumen, and adept at thinking and communicating in a commercial context to leverage research data to produce key strategic and actionable insights for process owners and management to understand the current state and opportunities to improve the customer experience.  
• Technical capability to manage a corporate software platform including ability to lead/coordinate technical back-office automations to facilitate automated distribution required.  
• Strong analytical and critical thinking skills with an ability to articulate customer benefits in a quantifiable, measurable, monetary manner designed to demonstrate value to the business. 
• Exceptionally customer-focused and oriented, with outstanding relationship-building skills. A proven ability to comfortably and effectively build and maintain a broad range of relationships and at a variety of levels, internally and externally.
• Strong communication (written, oral, presentation) skills and a high level of comfort, credibility, and confidence with public speaking.
• Experience using advanced analytical/artificial intelligence tools (i.e. text analytics) to improve production efficiency (through automation or support) would be an asset.
• The following attributes would be an asset, but are not a requirement:
  - Knowledge of the utility industry
  - Experience with Qualtrics software platform (or other, comparable Experience Management software)
  - CCXP designation