Manager, Voice of the Customer Insights

LU Service Corp.

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

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

As a valued member of our team, you will enjoy competitive pay that reflects your skills and experience. You will also have access to a comprehensive benefits package that includes:

Medical, Dental, and Vision coverage & a 401K plan with a 5% match, effective day one
Annual bonus and merit increase eligibility
Life insurance, and short-term & long-term disability
Employee Stock Purchase Program
Free Employee Assistance Program & Headspace account
3 weeks of vacation, 5 sick days, 12 paid company holidays, & 3 paid volunteer days
Tuition reimbursement, professional development opportunities, & reimbursement for certification costs
Reward & recognition programs, service awards, a great company culture, and a collaborative & flexible work environment

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.