Manager, Voice of the Customer Insights

LU Service Corp.

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

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.