Director, Customer Experience

Are you passionate about shaping exceptional customer experiences? GrandBridge Energy is seeking a Director of Customer Experience to lead strategic initiatives that align with our Ambition and Purpose, customer commitments, and ESG priorities. This senior leadership role oversees Customer Service, Credit & Collections, Customer Communications, Key Accounts, and Energy Efficiency programs (DSM/Save on Energy), ensuring these functions work together to deliver seamless, high-quality service across the organization.

Reporting to the VP, Customer Experience & ITS, you'll translate strategy into action by leveraging insights, operational expertise, and emerging trends to elevate service quality, strengthen customer trust, and advance GrandBridge Energy's long-term objectives.

What You Will Do:

• Lead and coach functional teams to foster engagement and high performance.
• Drive omni-channel service delivery using analytics and customer insights.
• Design frameworks, KPIs, and scorecards that promote excellence and accountability.
• Oversee credit and collections programs balancing financial performance with fairness.
• Manage Key Accounts, providing tailored support for high-value customers and partners.
• Advance DSM and Save on Energy initiatives to support conservation and electrification.
• Champion digital modernization—self-service tools, automation, AI, and portal upgrades.
• Guide proactive communication strategies that build trust and engagement.
• Promote cross-functional alignment and continuous improvement initiatives.
• Monitor industry trends to anticipate evolving customer needs.
• Manage budgets, resources, and vendor relationships for optimal performance.

What You Will Bring

• Bachelor's degree in business, marketing, utility management, or related field.
• 10+ years of progressive experience in customer experience, operations, or service delivery.
• Utilities or regulated industry experience is a strong asset.
• Proven leadership and communication skills with ability to influence and align stakeholders.
• Expertise in omni-channel operations, CRM platforms, customer journey mapping, and digital solutions.

GrandBridge Corporation

39 Glebe Street, P. O. Box 1060

Cambridge, Ontario N1R 5X6

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Kindly note, we do not entertain unsolicited referrals or resumes from third-party agencies or recruiters for our job postings.

We appreciate the opportunity to review all resumes, however due to volume, only those under consideration will be contacted. Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment.

GrandBridge Corporation is an Equal Opportunity Employer and is AODA compliant.