Senior Manager, Research and Insights

Hydro One; Toronto; On-site; CAD 111,000 - 143,000; Full time

Job summary

Hydro One in Toronto is seeking a senior leader to drive customer research and experience programs, building an integrated centre of excellence and guiding segmentation. You will deliver market research, develop segmentation models, and create tools to gauge customer behavior while partnering with marketing and operations.

This role emphasizes leadership, cross-functional collaboration, and a lasting impact on customer care within Ontario's largest electricity provider.

Qualifications

• University degree or college diploma and 7+ years managing a customer research or customer experience team
• Knowledge of province of Ontario and Ontario's electricity sector
• Knowledge and proven ability to apply conventional direct response and general marketing best practices to customer engagement projects
• Knowledge of customer segments
• Knowledge of a broad range of marketing channels
• Exceptional oral and written communication skills
• Exceptional creative skills
• Ability to communicate vision and purpose
• Ability to influence and motivate people to take action
• Experience and ability to take research and test learnings and apply them to optimize customer strategies and to identify customer channels

Responsibilities

• Support development and implementation of an integrated centre of excellence that will identify all customer segments and informs the development of new customer programs, including educational and outreach programs.
• Responsible for customer intelligence and the delivery of market research that improves an understanding of customers.
• Support in the development and implementation of customer segmentation: Manage the development of customer segmentation models that assist in marketing and sales of customer solutions.
• Develop tools to gauge Customer Behaviour - conduct customer research to understand customer motivation, needs, and values, which can influence customer marketing and customer program development.
• Support the marketing and development of a marketing plan that supports the long term Customer Service Delivery Vision and addresses the needs of conservation and customer care.
• Act as a liaison in the development and implementation of plans to enable the trusted energy advisor role and support customer satisfaction initiatives and customer service delivery.
• Work with various customers in the interpretation of customers' needs and preferences.
• Provide communication and insights back to the Business Unit - to assist in meeting the needs of their target customers.
• Manage and conduct research and analysis to measure marketing performance data to ensure that marketing activities are effective and targeted. Provide statistical analysis and reports concerning the impact of marketing efforts for ustomer Experience, Operations, and Strategy, as required.
• Establish a liaison role within Customer Ops Group to articulate the customer needs that require consideration in investment decisions
• Support Hydro One to build relationships with our customers, to extend our trusted advisor role, and to provide a customer voice and perspective. Ongoing collaboration and growth between the company and customer and more listening to customer needs.

Skills

Communication skills

Creative skills

Influence & motivation

Multi-tasking

Product marketing

Education

University degree or college diploma

Job description

51742 - Toronto - Regular .

Hiring Salary Range: $110,500.00-143,000.00 / year

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

Job Function

• Support in the development and implementation of an integrated centre of excellence that will identify all customer segments and informs the development of new customer programs, including educational and outreach programs.
• Responsible for customer intelligence and the delivery of market research that improves an understanding of customers.
• Support in the development and implementation of customer segmentation: Manage the development of customer segmentation models that assist in marketing and sales of customer solutions.
• Develop tools to gauge Customer Behaviour - conduct customer research to understand customer motivation, needs, and values, which can influence customer marketing and customer program development.
• Support the marketing and development of a marketing plan that supports the long term Customer Service Delivery Vision and addresses the needs of conservation and customer care.
• Act as a liaison in the development and implementation of plans to enable the trusted energy advisor role and support customer satisfaction initiatives and customer service delivery.
• Work with various customers in the interpretation of customers' needs and preferences.
• Provide communication and insights back to the Business Unit - to assist in meeting the needs of their target customers.
• Manage and conduct research and analysis to measure marketing performance data to ensure that marketing activities are effective and targeted. Provide statistical analysis and reports concerning the impact of marketing efforts for ustomer Experience, Operations, and Strategy, as required.
• Establish a liaison role within Customer Ops Group to articulate the customer needs that require consideration in investment decisions
• Support Hydro One to build relationships with our customers, to extend our trusted advisor role, and to provide a customer voice and perspective. Ongoing collaboration and growth between the company and customer and more listening to customer needs.

Selection Criteria

• University degree or college diploma and 7+ years managing a customer research or customer experience team
• Knowledge of province of Ontario and Ontario's electricity sector
• Knowledge and proven ability to apply conventional direct response and general marketing best practices to customer engagement projects
• Knowledge of customer segments
• Knowledge of a broad range of marketing channels
• Exceptional oral and written communication skills
• Exceptional creative skills
• Ability to communicate vision and purpose
• Ability to influence and motivate people to take action
• Experience and ability to take research and test learnings and apply them to optimize customer strategies and to identify customer channels
• Ability to envision possibilities; experience in balancing risks and proven results to achieve targets
• Strong multi-tasking abilitiesincluding experience to manage multiple priorities
• Experience in product marketing and development
• Understanding of branding

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2026.

Deadline: September 8, 2026

The base salary for this role considers a variety of factors, including candidates' knowledge, skills, experience, education, and any applicable collective agreement requirements for union-represented positions. Hydro One provides an extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability to enable our employees to be the best version of themselves. For management roles, compensation is based on the principle of pay-for performance compensation philosophy, and the amount of annual adjustments and incentive payments depends on how well you and the company perform (subject to plan terms). We encourage open dialogue about compensation with our Talent Acquisition Team, who can provide more detailed information specific to this role.

This posting is for an existing vacancy.

Hydro One uses AI tools to assist in the screening and assessing candidates for this role. Our use of AI does not replace human decision-making.

"Employer of the year 2026"

We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.