Posted 10 months ago
Customer Experience Lead
@ Querentia Inc.
Ontario
Overview
Querentia Inc. is hiring a Customer Experience Lead with 15 years of experience to lead and advise utility clients on end-to-end customer experience transformation. The work covers billing, metering, service orders, outage management and collections, with SAP-enabled digital transformation. Full-time.
Responsibilities:
- Advise utility clients on CX transformation programs
- Lead CX initiatives across billing, metering and outage management
- Define and execute business-aligned CX strategies within regulatory requirements
- Lead RFP development, vendor evaluation and solution selection
- Facilitate executive workshops, journey mapping and design sessions
Requirements summary:
- About 15 years of experience in customer experience
- Proven integration of CX platforms with SAP IS-U/CX
- Experience with Adobe, CRM, CDP, contact center and DERMS technologies
- Strong understanding of the utility customer lifecycle and regulation
Tools & skills
Source and dates
Source type not verified · jsonld
- Employer posting date
- 2026-01-07
- First seen by our source
- 2026-10-26
- Source record updated
- 2026-11-02
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Lead |
| Department | Business operations |
| Experience | 15+ years |
| Hours per week | 40 (estimated) |
| Work setting | Office, Client sites |
| Physical demands | physical low · computer high |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Querentia Inc.
| Field | Value |
|---|---|
| Open jobs on Jobsy | 331 |
Role Overview
We are seeking a seasoned CX leader (15 years of experience) to lead and advise utility clients on end ‑ to ‑ end customer experience transformation programs . The role blends business strategy and executive advisory capabilities to drive large ‑ scale, SAP ‑ enabled digital transformation initiatives.
Key Highlights
• Act as a trusted advisor to utility clients and internal delivery teams
• Lead CX initiatives across billing, metering, service orders, outage management, and collections
• Define and execute business ‑ aligned CX strategies while meeting regulatory requirements
• Lead RFP development, vendor evaluation, and solution selection
• Facilitate executive workshops, journey mapping, and future ‑ state design sessions
Must ‑ Have Experience :
• Adobe
• CRM
• CDP
• Contact Center technologies
• DERMS
• MARTECH for customer program enrollment & adoption
• Proven experience integrating CX platforms with SAP IS ‑ U / CX
• Strong understanding of the utility customer lifecycle and regulatory environment
Nice ‑ to ‑ Have
• Experience with SAP IS ‑ U/CX, Contact Center platforms, DERMS, and MARTECH
• Knowledge of design thinking, journey mapping, and persona development
• Familiarity with utility regulations such as AUC, OEB, FERC
Journal
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