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About the Role

Hydro One is seeking to build a workforce that reflects the diverse populations of the communities where we live and work, fostering a culture based on safety, innovation, and inclusiveness. We are proud to be recognized as one of Canada's Best Employers.

Responsibilities

• Support the development and implementation of an integrated center of excellence to identify customer segments and inform new customer programs.
• Provide customer intelligence and market research to improve customer understanding.
• Manage the development of customer segmentation models to assist in marketing and sales of customer solutions.
• Develop tools to gauge customer behavior by conducting research on customer motivation, needs, and values.
• Support the development of a marketing plan aligned with the Customer Service Delivery Vision.
• Act as a liaison for developing and implementing plans to enable the trusted energy advisor role and support customer satisfaction.
• Interpret customer needs and preferences in collaboration with various customers.
• Communicate insights back to Business Units to help meet target customer needs.
• Manage and conduct research and analysis to measure marketing performance and effectiveness.
• Provide statistical analysis and reports on marketing efforts for Customer Experience, Operations, and Strategy.
• Establish a liaison role within the Customer Ops Group to articulate customer needs for investment decisions.
• Support Hydro One in building customer relationships, extending the trusted advisor role, and providing a customer voice.

Requirements

• University degree or college diploma and 7+ years managing a customer research or customer experience team.
• Knowledge of the province of Ontario and its electricity sector.
• Knowledge and proven ability to apply conventional direct response and general marketing best practices to customer engagement projects.
• Knowledge of customer segments.
• Knowledge of a broad range of marketing channels.
• Exceptional oral and written communication skills.
• Exceptional creative skills.
• Ability to communicate vision and purpose.
• Ability to influence and motivate people to take action.
• Experience applying research and test learnings to optimize customer strategies and identify customer channels.
• Ability to envision possibilities and balance risks to achieve targets.
• Strong multi-tasking abilities and experience managing multiple priorities.
• Experience in product marketing and development.
• Understanding of branding.

Skills

• Customer research
• Customer experience management
• Market research
• Customer segmentation
• Marketing plan development
• Customer satisfaction initiatives
• Statistical analysis
• Product marketing
• Branding

Location

• Toronto

Work Type

• Regular
• Hybrid

Experience Level

• 7+ years managing a customer research or customer experience team

Education Level

• University degree or college diploma

Salary/Compensations

• $110,500.00-143,000.00 / year

Benefits

• Extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability.

About the Company

• Hydro One is the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers.
• We have a long history in the industry with roots dating back over 110 years to 1906.
• We are focused on providing exceptional customer service and building safe communities.
• Recognized by Forbes in its list of Canada’s Best Employers for 2026.
• Employer of the year 2026.

Equal Opportunity

• Hydro One uses AI tools to assist in the screening and assessing candidates for this role. Our use of AI does not replace human decision-making.
• Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.