Director, Customer Experience

GrandBridge Corporation; Brantford; On-site; CAD 90,000 - 130,000; Full time

Job summary

A leading energy solutions provider in Ontario is seeking a Director of Customer Experience. This senior leadership role will oversee Customer Service, Credit & Collections, and Energy Efficiency programs, ensuring high-quality service delivery. Candidates should possess a Bachelor's degree and over 10 years of relevant experience, particularly in the utilities industry. Key responsibilities include driving omni-channel service, managing budgets, and fostering team engagement. This position offers professional development opportunities and a benefits package.

Benefits

Employer Paid Benefits Package

Training and Educational Reimbursement Programs

Professional Development & Career Opportunities

Wellness Resources & Healthy Lifestyle Incentives

Employee and Family Assistance Program

Opportunities for Community Involvement

Qualifications

• 10+ years of progressive experience in customer experience, operations, or service delivery.
• Utilities or regulated industry experience is a strong asset.
• Expertise in omni‑channel operations, customer journey mapping, and digital solutions.

Responsibilities

• Lead and coach functional teams to foster engagement and high performance.
• Drive omni-channel service delivery using analytics and customer insights.
• Manage budgets, resources, and vendor relationships for optimal performance.

Skills

Leadership

Customer experience

Operations management

Communication skills

Analytical skills

Education

Bachelor’s degree in business, marketing, utility management, or related field

Tools

CRM platforms

Job description

GrandBridge Corporation is an investment holding company dedicated to driving growth and innovation through our fully owned subsidiaries, GrandBridge Energy Inc., and GrandBridge Group Inc.

GrandBridge Energy Inc. is a leading provider of innovative energy solutions, committed to delivering reliable and sustainable energy to our customers. GrandBridge Group Inc. offers a wide range of energy services through its divisions: Netoptiks, which provides cutting‑edge telecommunications solutions, and Enersure, which ensures our customers' homes are comfortable and energy‑efficient with home comfort rentals.

Our team of dedicated professionals are committed to helping our communities navigate the transition towards a dynamic and evolving energy landscape. The principles and beliefs that guide our operations are deeply rooted in our values. Join us in our mission to shape the future of energy.

What We Offer

• Employer Paid Benefits Package
• Training and Educational Reimbursement Programs
• Professional Development & Career Opportunities
• Wellness Resources & Healthy Lifestyle Incentives
• Employee and Family Assistance Program
• Opportunities for Community Involvement

About The Role:

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.

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.