“Excellence in Energy Innovation”
Saint John Energy is an award-winning, internationally recognized distribution utility serving the ratepayers and citizens of Saint John New Brunswick since 1922. Our team has been recognized for energy innovation, leadership, and excellence by Electricity Canada, the International Smart Grid Network, and the Smart Energy Project.
We are a community owned utility that cares, above all, about people. We are relentless in our goal to provide our customers with convenient, reliable energy choices that provide comfort, save money, and help protect the environment. We care about our teams, we care about the communities we serve and we care about the province where we work and live – we invest in them every day. In all that we do, we seek to leave the world a better place.
Saint John Energy is guided by the principles of: Safety & Wellness, Customer & Community, Integrity, and Bravery. Safety is more than a core value – it’s a way of life at Saint John Energy, demonstrated every day through our commitment to the safety of our employees, customers and community.
Saint John Energy is inviting applications for the role of "Head of Customer Experience" until 2:00pm on Thursday, September 4, 2025.
The Head of Customer Experience is responsible for leading Saint John Energy’s Customer Service, Contact Centre, Billing, and Collections functions. This role provides strategic direction and operational leadership to ensure that customers receive exceptional service at every stage — from inquiries and billing to payments and collections.
This role will provide leadership to the Revenue Services team and the Customer Experience team — and will have responsibility for collections operations. Working collaboratively across the organization, this role ensures accuracy, efficiency, and fairness in all customer-facing processes, while fostering a culture of accountability, safety, and continuous improvement.
Key Responsibilities
Provide leadership and strategic direction for the Customer Experience Department, which includes Billing, Customer Service/Contact Centre, and Collections.
Lead and mentor the Supervisor of Revenue Services and Customer Service Team Leaders, ensuring alignment with organizational goals and consistent delivery of excellent customer care.
Oversee the design, implementation, and continuous improvement of customer service and billing processes, ensuring accuracy, timeliness, and compliance.
Lead the ongoing optimization of billing and customer service system
Lead the Contact Centre to ensure effective handling of inquiries, disputes, escalations, and customer arrangements.
Provide oversight of the Collections process, including arrears management, disconnections, and escalation to collection agencies.
Establish policies and procedures to support efficient and compliant billing, collections, and customer service operations.
Monitor service levels, billing accuracy, collections performance, and customer satisfaction, preparing regular reports for the Executive Team.
Act as the senior escalation point for complex or sensitive customer issues.
Oversee workforce planning, scheduling, and performance management for the Customer Experience team through direct reports.
Foster collaboration across departments to ensure seamless customer account management.
Champion safety leadership and ensure compliance with Saint John Energy’s Safety Management System.
Qualifications
Post-secondary education in Business Administration, Commerce, Finance, or a related field (or equivalent experience).
Minimum of 5–7 years of progressive experience in customer service, billing, or finance, with at least 5 years in a leadership role.
Previous experience managing supervisory staff and leading multi-function teams.
Experience with billing systems and/or contact centre operations preferred.
Demonstrated experience in collections and credit management.
Strong technical and data analysis skills, including proficiency with customer information and billing platforms.
Proven commitment to workplace safety, compliance, and employee well-being.
Core Competencies
Leadership & People Management: Ability to coach, develop, and support Supervisors and frontline teams.
Change Management: using a structured approach to lead and support individuals and teams through process, technology and organizational changes
Customer Experience Focus: Commitment to service excellence and building long-term customer trust.
Billing & Financial Acumen: Knowledge of utility billing systems, reconciliation, and credit/collections processes.
Strategic & Analytical Thinking: Strong skills in performance analysis, reporting, and process improvement.
Communication & Negotiation: Skilled in managing escalations and fostering positive customer relationships.
Operational Excellence: Ability to implement efficient systems and drive continuous improvement across multiple functions.
