Director, Customer Technology — Digital Experience Leader

Hydroone; Toronto; Hybrid; CAD 150,000 - 190,000; Full time

Job summary

Hydro One is seeking a Director, Customer Experience – DTS to lead end-to-end technology enablement for customer facing platforms including digital channels, CRM, billing, and integrations. The role drives delivery, cost discipline, and reliability across major initiatives and portfolios.

The title emphasizes accountability for scalable customer solutions, enterprise transformations, and ensuring timely, on-budget outcomes with strong leadership across managers and programs.

Qualifications

• Degree in Computer Science, Engineering, or equivalent practical experience.
• 10+ years of progressively senior technology experience with software development, web engineering, or application operations.
• Strong background in web technologies and customer-facing digital platforms.
• Extensive experience with CRM platforms supporting customer interaction and workflows.
• Hands-on leadership with SAP S/4HANA implementations impacting customer, billing, or revenue processes.

Responsibilities

• Own the technology enablement of customer experiences across digital channels, CRM, billing platforms, and integrations.
• Ensure service reliability, performance, and responsiveness for customer-facing systems, including major incidents and root-cause remediation.
• Translate customer and business needs into prioritized roadmaps balancing experience, risk, cost, and sustainability.
• Lead enterprise transformations and ensure delivery on time and within budget across multiple portfolios.

Education

Bachelor's degree in Computer Science, Engineering, or equivalent practical experience

Tools

SAP S/4HANA

Job description

Hydro One is seeking a Director, Customer Experience – DTS to lead end-to-end technology enablement for customer facing platforms including digital channels, CRM, billing, and integrations. The role drives delivery, cost discipline, and reliability across major initiatives and portfolios.

The title emphasizes accountability for scalable customer solutions, enterprise transformations, and ensuring timely, on-budget outcomes with strong leadership across managers and programs.