Senior Manager, Customer Experience Transformation

As the Sr. Manager – CX Transformation you will lead strategic initiatives to enhance the customer experience across Fortis by implementing standardized processes, tiered support models, governance frameworks, and maturity assessments. You are responsible for delivering continuous improvement in customer service, driving process standardization and efficiency across sites, and customer insight management. Lastly, you will collaborate cross-functionally to align CX strategy with business objectives and enable scalable, data-informed customer operations.

Essential Duties and Responsibilities:

Process Standardization & Service Optimization

• Own and Lead customer segmentation efforts and implement the tiered support model to deliver scalable service.
• Map, standardize, and optimize end-to-end customer experience processes for consistency and efficiency.
• Partner with Customer Service and Operations to enhance customer support delivery and resolution outcomes.
• Own Customer Health Scorecard and collaborate with sales team to develop and implement action plans to address attrition and downsell.

CX Strategy & Governance

• Develop and execute CX transformation initiatives in alignment with Project Take off strategic goals.
• Define and implement CX governance frameworks, KPIs, and scorecards to measure performance and accountability.
• Conduct and maintain CX maturity assessments to drive roadmap planning and progression tracking.

Change Management & Collaboration

• Lead change management initiatives and communication efforts to support adoption of CX transformation efforts.
• Collaborate closely with cross-functional teams to align CX initiatives, identify and prioritize challenges and opportunities in the customer journey, deliver value and elevate customer satisfaction.
• Act as a strategic partner to internal stakeholders, ensuring customer-centric thinking is embedded across functions.
• Promote a culture of digital innovation and continuous improvement across all customer touchpoints.

Customer Insights & VoC (Voice of Customer)

• Build and lead VoC programs that capture customer feedback and translate insights into meaningful action.
• Drive closed-loop feedback mechanisms to improve customer satisfaction and loyalty.
• Analyze customer data and insights to develop and implement plans to address At- Risk customers identified in VOC.
• Leverage analytics tools and data to uncover customer pain points and inform strategic improvements.
• Additional duties as assigned.

Key Success Criteria:

• Deployment of tiered support models and standardized CX processes across sites.
• Measurable improvement in customer satisfaction, Net Promoter Score (NPS), and operational CX metrics.
• Successful governance implementation through scorecards and KPIs.
• Insight-to-action improvements delivered through VoC and customer analytics.
• Advancement in organizational CX maturity as evaluated through internal and external assessments.

Requirements:
Education and Experience:

• Bachelor’s degree in busin