Digital Product & Customer Experience Lead

EPCOR•Edmonton, AB

11d•Hybrid

About The Position

EPCOR Energy Services is hiring a Digital Product & Customer Experience Lead (Full-Time, Permanent) based in Edmonton, AB. This role is central to shaping and delivering the future of customer experience. The position may be eligible for EPCOR’s Where We Work hybrid program, based on business needs and eligibility. The role drives the evolution of retail digital engagement channels, directs the transformation of the Customer Portal, and enhances customer interactions with EPCOR. The individual will own and advance the retail digital customer experience ecosystem, delivering simple, seamless, and low-effort experiences that support self-service, improve channel efficiency, and elevate customer satisfaction. The role leads the end-to-end product lifecycle of the Customer Portal, defining the roadmap, prioritizing enhancements, and using data-driven insights to deliver measurable value in partnership with IT, Communications, Marketing, Operations, and external vendors. Responsibilities include evaluating and operationalizing emerging customer engagement capabilities such as live chat, AI-enabled automation, and virtual assistants to build a connected omni-channel experience across web, mobile, and telephony. The role also strengthens vendor governance and collaborates closely with Communications and Customer Experience teams to drive awareness, adoption, and continuous improvement. This is a business-led product and customer experience role, not a technical/IT delivery or engineering role.

Requirements

A degree in Business, Arts, Science, or a related discipline
7+ years of relevant hands-on experience in product management and/or digital customer experience roles
4+ years of direct experience in a Product Manager or Digital Customer Experience role
Demonstrable experience developing and executing strategic business, product, or digital adoption plans
Demonstrated ability to manage vendor-delivered digital products and SaaS solutions, including evaluating digital capabilities, influencing roadmaps, and ensuring solutions meet business and customer experience requirements.
Demonstrated working knowledge of customer engagement ecosystems, with experience enabling seamless omni-channel experiences (e.g., contact centres, CRM, digital self-service), with a focus on driving adoption and business outcomes
Proficiency in applying product management tools, methodologies, and practices to plan and deliver solutions
Strong understanding of customer experience principles, including customer journey mapping and experience optimization.
Knowledge and application of software tools for customer journey mapping and/or project management.
Demonstrate intellectual curiosity and an understanding of how evolving capabilities can enhance customer experiences and support business transformation
Applies strong business acumen to interpret data, inform strategy, and improve customer outcomes while balancing operational efficiency
Analyzes data to inform decisions, solve problems, and implement business solutions. Analytical mindset with the ability to interpret data, make sound decisions, and implement business solutions.
Strong communication skills through written, verbal, and presentation, with confidence in public speaking and stakeholder engagement.
Ability to build and maintain effective relationships across various levels of the organization and with external partners, including vendors and industry peers
Demonstrated ability to lead cross-functional teams and drive alignment across business units.
Operates with a collaborative mindset, effectively navigating complex environments
Takes ownership and deliver results with a disciplined, accountable, and solutions-oriented approach
At least 18 years of age
Successfully attained a high school diploma (GED, or equivalent level of secondary education)
Legally entitled to work in Canada on a permanent full-time basis

Nice To Haves

Knowledge of customer experience management tools and concepts
Familiarity with the utility industry

Responsibilities

Providing input on Customer Experience strategy and direction, ensuring alignment across EUI
Contributing to Customer Care strategy, including assessing the impact of digital adoption on workforce planning and supporting change management
Identifying and managing budgets to deliver scalable, customer-centric digital solutions that enable self-service, performance tracking, and continuous improvement
Owning and managing the Customer Portal as a digital product, including performance, roadmap evolution, and alignment to CX strategy, while defining and tracking KPIs such as adoption, completion rates, customer effort, satisfaction, and ROI
Translating customer insights and voice-of-customer data into actionable improvements through journey mapping, performance analysis, and experience optimization
Developing, maintaining, and executing a multi-year Customer Portal roadmap, balancing business needs, customer expectations, technical constraints, and vendor capabilities
Evaluating and operationalizing emerging customer engagement capabilities (live chat, AI, virtual assistants) to support a seamless omni-channel experience
Monitoring industry trends and best practices to inform future enhancements and innovation
Managing the vendor relationship for customer-facing digital platforms, including roadmap alignment, delivery oversight, service levels, contract understanding, and cost management
Monitoring portal usage and financial impact, proactively identifying risks and ensuring alignment across business units
Driving delivery excellence through cross-functional collaboration and fostering strong relationships
Facilitating and leading a cross-functional program council to drive prioritization, alignment, and delivery of enhancements
Ensuring compliance and sustainability, aligning portal processes with regulatory requirements, enterprise standards, privacy, and risk practices
Partnering with Communications and Change Management teams to drive awareness, adoption, and readiness through coordinated strategies