CUSTOMER RESEARCH OFFICER at Manitoba Hydro

CUSTOMER RESEARCH OFFICER

WINNIPEG, MB

Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers!

Great Benefits

• Competitive salary and benefits package.
• Defined-benefit pension plan.
• Nine-day work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life

and community.

• Flex-time and partially remote work schedule (providing the option to work remotely 3 days per 2 week period), depending on

nature of work, operational requirements and work location.

Manitoba Hydro is a leader among energy companies in North America, recognized for providing highly reliable service and
exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that supports innovation,
commitment, and customer service, while actively supporting a diverse, equitable and inclusive workplace.

Manitoba Hydro's Customer Solutions & Experience business unit (BU) is responsible for customer centricity and building a centre of
expertise around the customer's needs and wants. As champions for the customer, this BU develops new and existing products and
experiences and represent the customer at every touchpoint, developing market insights and prioritizing service excellence in all of
the organization's activities. The Research Officer position will have a leading role in designing, implementing, analyzing and
communicating key strategic insights from customer research initiatives to meet the needs of the Customer Strategy & Experience
division.

Reporting to the Manager of Customer Insights & Business Performance Department, the Research Officer will design and lead
many of Manitoba Hydro's key customer research initiatives. The position will play an important role in supporting the identification
of key customer pain points through "insights to action"; highlighting opportunities to improve the customer experience across
Manitoba Hydro's key customer journeys. The successful applicant for this position will play a key role in the development of a
corporate customer research roadmap and be responsible for lifecycle management of the research initiatives from initial study
design to strategic communication of results. The individual will have a solid understanding of designing customer research
initiatives across a variety of platforms and channels, specifically digital survey design and fielding. The individual will also require
strong critical thinking and communication skills which will be required to identify and communicate key customer insights to internal
stakeholders. This role will also have a governance role over Manitoba Hydro internal research software and ensuring coordination
of needs across a cross-functional set of stakeholders.

This is an exciting opportunity for a highly motivated, dynamic individual who enjoys interacting with customers, solving problems
and wants to help shape Manitoba Hydro into a more responsive, trusted, customer-centric organization. This is a term position for a
period of approximately 12-18 months.

Responsibilities:

• Lead various Manitoba Hydro's research initiatives. This will include study design, implementation, data analysis, insights

generation and strategic results communication. The individual must be experiencing in design research programs across a
variety of customer engagement channels (email, SMS, digital intercept, phone/voice, etc) to best achieve objectives of
internal stakeholders.

• Advanced statistical analysis of research data through available software tools including correlation and regression/key driver

analysis to help validate key strategic insights.

• Generate "actionable insights" from large volumes of data that correlate with business value for Manitoba Hydro (i.e.

alignment with enterprise strategies around operational efficiency, customer experience and trusted advisor).

• Accountable for on-going management of Manitoba Hydro's corporate survey software license. This includes corporate

license management activities (renewal, license size, functionality) and governance over an internal digital survey software
user group.

• Responsible for operational continuity of Manitoba Hydro's new, existing and on-going research studies. This includes

MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY

Reference Code: CO57124028-01

working with both external vendors and internal systems and stakeholders to own studies from conception to insights to
action. This work may include working with IT Services on back-end automation from internal enterprise systems and
building/maintain automations for survey distribution within Qualtrics software. It also includes ensuring on-going operational
requirements (i.e. open text).

• Technical review of research initiatives to ensure the studies (on-going or new) meet stakeholder objectives, corporate

strategic objectives while meeting minimum technical performance levels. Successful applicant must have detailed
knowledge of the key criteria and technical assessment requirements for customer research initiatives (population sampling,
sample error calculations).

• Provide critical support to the Department Manager on the development of a corporate research roadmap, including

assessment of opportunities for growing research capabilities across customer touchpoints and communication channels.

• Evaluate the use of text analytics and other leading-edge efficiency tools within customer research area; evaluate

opportunities for application within Manitoba Hydro.

• Provide comprehensive support to the business unit for GRA process. This includes interpreting complex questions, drafting

and finalizing necessary documentation, collaborating with various stakeholders, and preparing leadership.

• Develop process logistics for the corporate research program to ensure technical integrity of the results and maintain business

continuity. This would include development of key maintenance operations and updated process documents to ensure
transparent methodologies and an easily transferrable knowledge base.

• Actively maintain knowledge of industry best practices regarding the acquisition and utilization of customer research. This

would include developing relationships with other peer utilities to inform Manitoba Hydro's corporate research strategy.

Qualifications:

• Completion of a four-year university degree in business (or relevant discipline) from an institute of recognized standing plus

four years of directly related experience in designing, implementing and analyzing customer research initiatives.

• Experience in leading a variety of different customer research studies across a range of methodologies, technology platforms

and communication channels. Solid knowledge of statistics and primary analytical tools used within customer research space
including sample size/sample error calculation, correlation and regression analysis.

• Proven business acumen, and adept at thinking and communicating in a commercial context to leverage research data to

produce key strategic and actionable insights for process owners and management to understand the current state and
opportunities to improve the customer experience.

• Technical capability to manage a corporate software platform including ability to lead/coordinate technical back-office

automations to facilitate automated distribution required.

• Strong analytical and critical thinking skills with an ability to articulate customer benefits in a quantifiable, measurable,

monetary manner designed to demonstrate value to the business.

• Exceptionally customer-focused and oriented, with outstanding relationship-building skills. A proven ability to comfortably and

effectively build and maintain a broad range of relationships and at a variety of levels, internally and externally.

• Strong communication (written, oral, presentation) skills and a high level of comfort, credibility, and confidence with public

speaking.

• Experience using advanced analytical/artificial intelligence tools (i.e. text analytics) to improve production efficiency (through

automation or support) would be an asset.

• The following attributes would be an asset, but are not a requirement:
• Knowledge of the utility industry
• Experience with Qualtrics software platform (or other, comparable Experience Management software)
• CCXP designation

Salary Range

Starting salary will be commensurate with qualifications and experience. The range for the classification is $43.35-$59.82 Hourly,
$83,070.78-$114,625.68 Annually.

Apply Now!

Visit www.hydro.mb.ca/careers to learn more about this position and to apply online.

The deadline for applications is NOVEMBER 17, 2025.

We thank you for your interest and will contact you if you are selected for an interview.

This document is available in accessible formats upon request. Please let us know if you require any accommodations
during the recruitment process.