Project Manager - Customer Experience

Job Description

Project Manager - Customer Experience
On behalf of our Utilities client, Procom is searching for a Project Manager - Customer Experience for a 12-month role. This position is a hybrid position with 3 days onsite at our client’s Edmonton office.

Project Manager - Customer Experience - Job Description:
The Project Manager will lead the delivery of customer experience initiatives within the Utilities Portfolio, focusing on the modernization of core customer feedback, intake, case management, and circulation workflows. This role involves managing multiple projects, including the Voice of Customer for Utilities (VOCU) and Circulations Process Modernization (CPM), ensuring alignment with CX Program outcomes and enterprise directions.

Project Manager - Customer Experience - Responsibilities:
• Lead end-to-end delivery of VOCU and CPM projects, including planning, execution, governance, and reporting.
• Translate business needs into practical delivery plans balancing customer experience outcomes and operational impacts.
• Manage delivery across various teams, including Customer Experience, Operations, IT, Digital, and Regulatory.
• Establish project governance, maintain RAID logs, and coordinate executive-level communications.
• Lead implementation activities involving customer data, KPI definition, and actionable insights generation.
• Coordinate with Organizational Change Management for stakeholder engagement and transition plans.
• Manage third-party vendor deliverables, contracts, and performance against commitments.

Project Manager - Customer Experience - Mandatory Skills:
• 8+ years project management experience across technology, business transformation, or CRM projects.
• Proven delivery of complex customer experience or enterprise platform initiatives.
• Experience implementing Salesforce, Qualtrics, or comparable platforms.
• Expertise in project planning, budgeting, and executive reporting.
• Strong proficiency in MS Project, Power BI, and advanced Excel.
• Experience with Agile, iterative delivery, and hybrid models.
• Strong risk management capabilities.

Project Manager - Customer Experience – Nice-to-Have Skills:
• Experience in regulated utilities or asset-intensive environments.
• Familiarity with AUC Rule 002 or service quality reporting.
• Business analysis and process mapping skills.
• Exposure to voice-of-customer capabilities like sentiment analysis.
• Strong negotiation skills.

Project Manager - Customer Experience – Assignment Length:
This is a 12-month contract with potential for extension.

Project Manager - Customer Experience - Start Date:
ASAP.

Project Manager - Customer Experience - Assignment Location:
Edmonton, Alberta, Canada. Hybrid with 3 days in office.