Knowledge Management System Strategy Lead (15-Month Term)

Winnipeg, MB

• Competitive salary and comprehensive benefits package.
• Defined-benefit pension plan for long-term financial security.
• Nine-day work cycle, typically resulting in every other Monday off to support 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.

• Develop and implement a Knowledge Management Strategy for customer-facing tools (e.g., help center, chatbot, FAQs) to ensure consistent, accurate, and accessible information across all channels. 
• Monitor performance of existing customer knowledge products, identify areas for improvement and lead the product enhancements.
• Lead efforts to support Business Continuity Planning for customer-facing systems, ensuring effective communication strategies to support resilience and recovery capabilities for critical services. 
• Drive the evolution of digital customer products and services, aligning strategies with corporate objectives and customer experience goals. 
• Develop comprehensive product strategies, roadmaps, and business cases for new and existing customer knowledge tools and continuity solutions. 
• Collaborate with cross-functional teams (Customer Care, Operations, D&T) to define requirements and deliver high-quality solutions. 
• Establish and monitor KPIs related to knowledge management effectiveness, system resilience, and customer satisfaction. 
• Support design of industry and consumer research and usability studies to validate concepts and identify opportunities for innovation. 
• Manage relationships with vendors and internal teams to resolve critical incidents and ensure continuity of service. 
• Stay informed on emerging technologies, industry trends, and best practices in knowledge management and business continuity. 

• Completion of a four-year university degree in business (or relevant discipline) from an institute of recognized standing plus five years of experience in building/managing customer journeys or product strategies;
  OR
• Completion of a two-year diploma in Business Administration (or relevant discipline) from an institute of recognized standing plus seven years of experience of experience in managing and/or improving digital customer products or closely related experience.
• Demonstrated experience in Knowledge management or business continuity planning would be considered an asset.  
• Demonstrated proficiency, through previous work experience, of developing strategic business cases, product strategies and product roadmaps. Relevant experience that focuses on utility specific product management and strategies would be a significant asset.
• Knowledge of key concepts and tools related to customer experience management would be a significant asset.
• Proven business acumen, and adept at thinking and communicating in a commercial context to leverage various types of data to produce strategies to improve the customer experience while balancing other strategic goals (i.e. Operating Efficiency)
• 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, and to champion customer conversations in all decisions.
• Strong communication (written, oral, presentation) skills and a high level of comfort, credibility, and confidence with public speaking.
• Possess an analytical nature, self-motivating, and a demonstrated ability to exercise sound judgment in making decisions related to the development and implementation of business solutions. 
• Tactful, have a pleasant personality, and be willing to work with others in a team environment.