Manager, Voice of the Customer Insights

LU Service Corp.

Joplin, MO, US, 64801 Rawdon, Quebec, CA, J0K 1S0 Columbus, GA, US, 31901 Fall River, MA, US, 02721 St-Damase, Quebec, CA, G0J 2J0 Mountain Lake, MN, US, 56159 Moncton, New Brunswick, CA, E1E 3R8 Donnacona, Quebec, CA, G3M 1B5 Pine Bluff, AR, US, 71601 LaRussell, MO, US, 64862 Hewlett, NY, US, 11557 Oakville, ON, CA, L6J 2X1 Dorchester, WI, US, 54225 Princess Anne, MD, US, 21853 Webb City, MO, US, 64870 Malden, MO, US, 63863 Ste. Catherine, Quebec, CA, J5C 1L9 Maryville, MO, US, 64468 Nashua, NH, US, 03060 Chillicothe, MO, US, 64601 Gainesville, GA, US, 30501 Fredericton, New Brunswick, CA, E3B 7G5 Mont-Laurier, Quebec, CA, J9L 2A2 Caruthersville, MO, US, 63830-1133 Pine Bluff, AR, US, 71601 Strafford, MO, US, 65757 Merrick, NY, US, 11566 Concord, NH, US, 03301 Metropolis, IL, US, 62960 Riviere-du-Loup, Quebec, CA, G5R 5B7 Commerce, OK, US, 74339 Ozark, MO, US, 65721 Saint John, New Brunswick, CA, E2K 2Y6 Tahoe Vista, CA, US, 96148 Keene, NH, US, 03431 Harrisburg, IL, US, 62946 Rice Lake, WI, US, 54868 Kirksville, MO, US, 63501 Galesburg, KS, US, 66740 Ogdensburg, NY, US, 13669 Salem, NH, US, 03079 Cornwall, ON, CA, K6H 5R6 Rio Rico, AZ, US, 85648 Caribou, ME, US, 04736 BM, HM 07 South Lake Tahoe, CA, US, 96150 Carefree, AZ, US, 85377 Concord, NH, US, 03301 Jackson, MO, US, 63755-0268 Marshall, MO, US, 65340 Seneca, MO, US, 64865 Anderson, MO, US, 64851 Apple Valley, CA, US, 92308 Fall River, MA, US, 02720 Billings, MO, US, 65610 Lebanon, NH, US, 03766-2637 Tyler, TX, US, 75703 Hannibal, MO, US, 63401 Aurora, MO, US, 65605 Ste. Brigitte des Saults, Quebec, CA, J0C 1E0 Charlestown, NH, US, 03603 Ash Grove, MO, US, 65604 Tinker, New Brunswick, CA, E7H 5A8 Hooksett, NH, US, 03010 Windsor Locks, CT, US, 06096-2335 Joplin, MO, US, 64804 Sanger, CA, US, 93657-0397 Alma Center, WI, US, 54611 St. Leon, MB, CA, R0G 2E0 Manchester, NH, US, 03101 Gravette, AR, US, 72736 Cochrane, ON, CA, P0L 1C0 Bolivar, MO, US, 65613 Neosho, MO, US, 64850 Nixa, MO, US, 65714-7969 Ozark, MO, US, 65721 Hollister, MO, US, 65672 Henrietta, MO, US, 64036 Riverton, KS, US, 66770 Mayer, AZ, US, 86333 Platte City, MO, US, 64079 St. Raphael, Quebec, CA, G0R 4C0 Oakville, ON, CA, L6J 2X1 Joplin, MO, US, 64801 Noel, MO, US, 64854 Londonderry, NH, US, 03053 Forsyth, MO, US, 65653 Greenfield, MO, US, 65661 Londonderry, NH, US, 03053 Willard, MO, US, 65781 Herbert, SK, CA, S0H 2A0 Butler, MO, US, 64730-0209 Reeds, MO, US, 65737 Gold Canyon, AZ, US, 85118 Sheridan, IL, US, 60551 Minonk, IL, US, 61760 Massena, NY, US, 13662 Taft, CA, US, 93268 Sardinia, OH, US, 45171 Vandalia, IL, US, 62471 Republic, MO, US, 65738 Columbus, KS, US, 66725 White Hall, AR, US, 71602 Sierra Vista, AZ, US, 85635 Goodyear, AZ, US, 85338 Hawkins, TX, US, 75765 Surprise, AZ, US, 85387 Clinton, MO, US, 64735 Massena, NY, US, 13662 Nevada, MO, US, 64772 Sikeston, MO, US, 63801 Ozark, MO, US, 65721 Westover, MD, US, 21871 Tyrone, PA, US, 16686 Girard, IL, US, 62640 Hayhurst, TX, US, 79770 Joplin, MO, US, 64804 Fall River, MA, US, 02724 Granby, MO, US, 64844 Pierce City, MO, US, 65723 Blackstone, MA, US, 01504-2215 Branson, MO, US, 65616 Humansville, MO, US, 65674 Gold Canyon, AZ, US, 85118 Salem, NH, US, 03079 Quincy, OH, US, 43343 Lockwood, MO, US, 65682 Stockton, MO, US, 65785 St. Hyacinthe, Quebec, CA, J2S 5N8 Tilton, NH, US, 03276 Litchfield Park, AZ, US, 85340 Concord, NH, US, 03301 Joplin, MO, US, 64801 Ashland, KY, US, 41101 Sedalia, MO, US, 65301 Bolivar, MO, US, 65613 Sea Cliff, NY, US, 11579-1926 Asbury, MO, US, 64832 Keokuk, IA, US, 52632 Laforce, Quebec, CA, J0Z 2J0 Saint-Gédéon, Quebec, CA, G0W 2P0 Gloucester, VA, US, 23061 Baxter Springs, KS, US, 66713 Deerfield, MI, US, 48445 Asbury, MO, US, 64832 Goodyear, AZ, US, 85395 Elk Mound, WI, US, 54739 Lynch Station, VA, US, 24571 Buffalo, MO, US, 65622 Red Deer, AB, CA, T4G 0K1 Fall River, MA, US, 02721 Downey, CA, US, 90241 Bryson, TX, US, 76427 Columbus, OH, US, 43004 Newburgh, NY, US, 12550 Baxter Springs, KS, US, 66713 Paw Paw, IL, US, 61353

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business, and as an employee team.

At Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it.

Purpose

The Manager of Voice of the Customer is responsible for developing and executing Liberty’s Market Research and Customer Satisfaction Program. This program will ensure Liberty understands the sentiment of our customers and continuously improves on pain points and removes operational inefficiencies. In the long-term the Manager of Voice of the Customer establishes as robust market research portfolio that uses data for insights. Business leaders across Liberty will be working with the VOC team to turn insights into tangible outcomes. This role bridges the gap between in-house research and industry benchmarking. The Manager will guide a team of analysts and brief Leadership on appropriate Key Performance Indicators suitable for a pure play utility in Water, Gas and Electricity. They collaborate with internal and external stakeholders to deliver customer-centric, and cost-effective utility services.

Accountabilities

Oversee Liberty’s Voice of the Customer Program ensuring the enterprise utilizes customer feedback through surveying and feedback programs
Recommend and implement process improvements based on data insights.
Support the Manager of Data Analytics and Manager Voice of Customer with process design and workshops to jointly improve Liberty’s Customer Excellence.
Jointly develop long-term plans for business transformation, technology adoption, and workforce optimization.
Lead and mentor Analysts.
Work with cross-functional teams to analyze operational data for trend identification, inefficiencies, and opportunities.
Stay informed on industry trends and regulatory changes.
Conduct external research using market research standards
Identify opportunities, design and plan operational strategies aligned with organizational goals.
Brief cross-functional team members on Customer sentiments to improve service reliability, cost efficiency, and customer satisfaction.
Collaborate with internal and external stakeholders
Provide data-driven updates to leadership regarding improvement initiatives, results, and recommendations.
Identify opportunities to improve Customer Excellence, implement industry best practices, and KPI’s.

Education and Experience

Bachelor’s degree in Business, Operations, or a related field (or equivalent experience).
Prior experience associated with market research and customer feedback programs, operational experience is an asset
5+years of experience in a large-scale utility or regulated industry contact center environment.
3+years management experience.
Strong proficiency in market research, certifications are an asset.

What We Offer

401k with Company match
Full insurance benefits starting day 1 (health/dental/vision/life)
Collaborative environment with a genuine flexible working policy
Share purchase/match plan
Defined Contribution savings plan
Top Talent Program
Volunteer paid days off
Employee Assistance Program
Achievement fund

Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billion of assets across North America and internationally.

For more than 30 years, Algonquin has demonstrated an unwavering commitment to delivering clean energy and water solutions. Our rapid growth has led both our regulated utility services and renewable energy business groups into different geographies and commodities, but our purpose remains unchanged – Sustaining Energy and Water for Life.

Through our operating business (Liberty), we provide regulated electricity, water, and natural gas utility services to over 1 million customer connections, primarily in North America. And, our growing portfolio of clean, renewable wind, solar, hydro and thermal power generation facilities represent over 3 GW of renewable generation capacity in operation and under construction.

With our robust, diversified, and growing presence in communities across North America and internationally, we are continually demonstrating our “Think Global, Act Local” business model.

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the opportunity.

We are an equal opportunity employer and value each person’s unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all of our employees and expect each of our employees to honor this commitment in their daily responsibilities.