"Alerted.org

Manager, Voice of the Customer Insights

LU Service Corp.

Joplin, MO, US, 64801Rawdon, Quebec, CA, J0K 1S0Columbus, GA, US, 31901Fall River, MA, US, 02721St-Damase, Quebec, CA, G0J 2J0Mountain Lake, MN, US, 56159Moncton, New Brunswick, CA, E1E 3R8Donnacona, Quebec, CA, G3M 1B5Pine Bluff, AR, US, 71601LaRussell, MO, US, 64862Hewlett, NY, US, 11557Oakville, ON, CA, L6J 2X1Dorchester, WI, US, 54225Princess Anne, MD, US, 21853Webb City, MO, US, 64870Malden, MO, US, 63863Ste. Catherine, Quebec, CA, J5C 1L9Maryville, MO, US, 64468Nashua, NH, US, 03060Chillicothe, MO, US, 64601Gainesville, GA, US, 30501Fredericton, New Brunswick, CA, E3B 7G5Mont-Laurier, Quebec, CA, J9L 2A2Caruthersville, MO, US, 63830-1133Pine Bluff, AR, US, 71601Strafford, MO, US, 65757Merrick, NY, US, 11566Concord, NH, US, 03301Metropolis, IL, US, 62960Riviere-du-Loup, Quebec, CA, G5R 5B7Commerce, OK, US, 74339Ozark, MO, US, 65721Saint John, New Brunswick, CA, E2K 2Y6Tahoe Vista, CA, US, 96148Keene, NH, US, 03431Harrisburg, IL, US, 62946Rice Lake, WI, US, 54868Kirksville, MO, US, 63501Galesburg, KS, US, 66740Ogdensburg, NY, US, 13669Salem, NH, US, 03079Cornwall, ON, CA, K6H 5R6Rio Rico, AZ, US, 85648Caribou, ME, US, 04736BM, HM 07South Lake Tahoe, CA, US, 96150Carefree, AZ, US, 85377Concord, NH, US, 03301Jackson, MO, US, 63755-0268Marshall, MO, US, 65340Seneca, MO, US, 64865Anderson, MO, US, 64851Apple Valley, CA, US, 92308Fall River, MA, US, 02720Billings, MO, US, 65610Lebanon, NH, US, 03766-2637Tyler, TX, US, 75703Hannibal, MO, US, 63401Aurora, MO, US, 65605Ste. Brigitte des Saults, Quebec, CA, J0C 1E0Charlestown, NH, US, 03603Ash Grove, MO, US, 65604Tinker, New Brunswick, CA, E7H 5A8Hooksett, NH, US, 03010Windsor Locks, CT, US, 06096-2335Joplin, MO, US, 64804Sanger, CA, US, 93657-0397Alma Center, WI, US, 54611St. Leon, MB, CA, R0G 2E0Manchester, NH, US, 03101Gravette, AR, US, 72736Cochrane, ON, CA, P0L 1C0Bolivar, MO, US, 65613Neosho, MO, US, 64850Nixa, MO, US, 65714-7969Ozark, MO, US, 65721Hollister, MO, US, 65672Henrietta, MO, US, 64036Riverton, KS, US, 66770Mayer, AZ, US, 86333Platte City, MO, US, 64079St. Raphael, Quebec, CA, G0R 4C0Oakville, ON, CA, L6J 2X1Joplin, MO, US, 64801Noel, MO, US, 64854Londonderry, NH, US, 03053Forsyth, MO, US, 65653Greenfield, MO, US, 65661Londonderry, NH, US, 03053Willard, MO, US, 65781Herbert, SK, CA, S0H 2A0Butler, MO, US, 64730-0209Reeds, MO, US, 65737Gold Canyon, AZ, US, 85118Sheridan, IL, US, 60551Minonk, IL, US, 61760Massena, NY, US, 13662Taft, CA, US, 93268Sardinia, OH, US, 45171Vandalia, IL, US, 62471Republic, MO, US, 65738Columbus, KS, US, 66725White Hall, AR, US, 71602Sierra Vista, AZ, US, 85635Goodyear, AZ, US, 85338Hawkins, TX, US, 75765Surprise, AZ, US, 85387Clinton, MO, US, 64735Massena, NY, US, 13662Nevada, MO, US, 64772Sikeston, MO, US, 63801Ozark, MO, US, 65721Westover, MD, US, 21871Tyrone, PA, US, 16686Girard, IL, US, 62640Hayhurst, TX, US, 79770Joplin, MO, US, 64804Fall River, MA, US, 02724Granby, MO, US, 64844Pierce City, MO, US, 65723Blackstone, MA, US, 01504-2215Branson, MO, US, 65616Humansville, MO, US, 65674Gold Canyon, AZ, US, 85118Salem, NH, US, 03079Quincy, OH, US, 43343Lockwood, MO, US, 65682Stockton, MO, US, 65785St. Hyacinthe, Quebec, CA, J2S 5N8Tilton, NH, US, 03276Litchfield Park, AZ, US, 85340Concord, NH, US, 03301Joplin, MO, US, 64801Ashland, KY, US, 41101Sedalia, MO, US, 65301Bolivar, MO, US, 65613Sea Cliff, NY, US, 11579-1926Asbury, MO, US, 64832Keokuk, IA, US, 52632Laforce, Quebec, CA, J0Z 2J0Saint-Gédéon, Quebec, CA, G0W 2P0Gloucester, VA, US, 23061Baxter Springs, KS, US, 66713Deerfield, MI, US, 48445Asbury, MO, US, 64832Goodyear, AZ, US, 85395Elk Mound, WI, US, 54739Lynch Station, VA, US, 24571Buffalo, MO, US, 65622Red Deer, AB, CA, T4G 0K1Fall River, MA, US, 02721Downey, CA, US, 90241Bryson, TX, US, 76427Columbus, OH, US, 43004Newburgh, NY, US, 12550Baxter Springs, KS, US, 66713Paw 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.