Customer Experience Program Specialist

Nova Scotia Power; Halifax; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

Nova Scotia Power is seeking a Customer Experience Program Specialist to enhance customer service through a new training initiative. This role involves managing training development, assessing program effectiveness, and collaborating with leaders to ensure quality training is provided. With flexibility for remote work and responsibilities that call for experience, this position is integral to fostering a customer-first mindset across the organization.

Benefits

Flexible remote workday

Comprehensive benefits plan

Access to virtual health care services

Employee and Family Assistance Program

Opportunities for career advancement

Qualifications

• Minimum of 4 years of experience in training, customer experience, or related field.
• Knowledge of adult learning theories.
• Experience in customer service or related fields.

Responsibilities

• Develop and deliver comprehensive training programs on customer experience.
• Assess training program effectiveness and recommend improvements.
• Facilitate engaging training sessions for employees at all levels.

Skills

Effective communication

Instructional design

Customer journey mapping

Diversity, Equity & Inclusion best practices

Education

Bachelor’s degree in Education, HR, Communications, Business Administration, or related field

Tools

Content creation tools (Articulate360, Adobe Captivate, iSpring Suite, Canva)

Learning Management Systems

Job description

The Opportunity

Company, Department: Nova Scotia Power, Reg. Marketing

Location: Halifax, Nova Scotia

Closing Date: June 17, 2025

As part of our investment in customer experience, we’re hiring a Customer Experience Program Specialist to spearhead the development of our CX training program, Customer First. This new program aims to deliver exceptional service and enhance our customer experiences by fostering a mindset that customer experience is every employee’s responsibility.

Reporting to the Manager of Customer Experience, you will be accountable for working with our CX training partner on the creation and development, implementation, delivery, and evaluation of CX training programs that equip employees with the knowledge and skills needed to provide a best-in-class experience for our customers. You will collaborate closely with department leaders to identify training needs and deliver impactful learning experiences that drive organizational success.

You will join our team at our Halifax location where we offer you a hybrid work option. Since this position will be interacting with employees located throughout Nova Scotia, some travel will be required.

Key Elements Of This Role Include

Building the Program

• Manage the relationship with our external training partner on the development and roll out of CX training programs.
• Collaborate with leadership to identify training needs and objectives.
• Work with internal and external stakeholders to create a best-in-class customer experience training program.
• Develop and deliver comprehensive training programs on customer experience topics.
• Develop training roadmaps and schedules.
• Partner with HR and Learning & Development teams to integrate customer experience training into employee onboarding programs.
• Develop case studies, role-playing exercises, and other hands-on learning tools.
  
  

Continuous Improvement

• Assess the effectiveness of training programs through feedback and performance metrics and make recommendations for improvement.
• Identify gaps and recommend improvements to training programs and materials.
• Stay up to date with industry trends and integrate new practices into training modules.
  
  

Program Operationalization

• Maintain training materials and ensure they are up to date with changes to company policies, procedures, and industry best practices.
• Report on training programs and provide performance metrics for senior leadership.
  
  

Participation and Training Delivery

• Facilitate (and/or oversee) engaging in-person and virtual training sessions for employees at all levels ensuring consistency and effectiveness.
• Maintain detailed records of training sessions, attendance, and outcomes.
• Conduct assessments, surveys, and feedback collection from participants.
  
  

These Skills Will Make You Successful

• Bachelor’s degree in Education, Human Resources, Communications, Business Administration, or a related field.
• Minimum of 4 years of experience in training, customer experience, training program development, or a related field.
• Knowledge of adult learning theories, instructional design principles, and Diversity, Equity & Inclusion (DE&I) best practices.
• Understanding of customer journey mapping and CX metrics.
• Experience with content creation tools (Articulate360, Adobe Captivate, iSpring Suite, Canva).
• Effective communication (verbal and written) and interpersonal skills to inspire and engage learners.
• Familiarity with Learning Management Systems (LMS) and e-learning development tools are considered assets.
• Background in customer experience, customer service, or related fields.
• A certification in adult learning, training, facilitation, or equivalent experience (i.e., CPTD, CCXP) is considered an asset.
  
  

Learn more about our culture and values

At the Emera Group of Companies, you’ll be part of an inclusive, respectful workplace where everyone is welcomed and supported. Come build a career as unique as you are: making an impact from Atlantic Canada to the world. Your experience and perspective will help us to safely deliver cleaner, more reliable energy to our customers. If working in an innovative environment, challenging yourself, and shaping a cleaner energy future inspires you, we want to hear from you. Apply by June 17, 2025, and let us know why this role is right for you.

The perks of joining our team? We offer:

• Flexibility: One flexible remote workday.
• Health & Wellbeing: A comprehensive benefits plan, 24/7 access to virtual health care services for you and your family through Dialogue, access to a free on-site fitness centre, Employee and Family Assistance Program, parental leave top-up plan and wellness benefits.
• Grow Your Career: Opportunities to advance within and between our affiliate companies, a focus on employee development and available sponsored education programs.
• Community Engagement & Care: Corporate investments in the places where our people live and work, mentoring opportunities, fundraising-matching & volunteer programs, various committees and employee resource groups, and scholarships for children of employees.
• Competitive Compensation: A comprehensive benefits plan and a Defined Contribution Pension Plan.
  
  

Diversity, Equity & Inclusion at Emera

As one of Atlantic Canada’s largest publicly traded companies, we are ranked one of Canada’s Top 100 Employers, Top Employers for Young People and Top Diversity Employers. We know our success is driven by our dedicated teams and we strongly encourage applications from all qualified candidates, including persons who identify as racially visible, Indigenous, persons with disabilities, women in underrepresented roles and members of the 2SLGBTQ+ community.

Applicants from these equity groups may self-identify through the online application process. We support candidates and employees with access and accommodation needs and encourage you to let us know when you require accommodation.

Recruitment & Promotion Policy

The success of the Emera Company is driven by its people: a strong team with a shared commitment to support the Emera Company mission and values. The purpose of our recruitment policy is to provide a consistent framework to support fair and equitable attraction, hiring, and retention of the best talent for vacant positions. We are dedicated to maintaining a fair hiring process that provides equitable opportunities to all our applicants and is guided by our company values.