Current Opportunities >> Senior Director, Business Intelligence
Senior Director, Business Intelligence
Summary
Title:Senior Director, Business Intelligence
ID:122382
Subsidiary:Algonquin Power & Utilities Corp
Department:Operational Effectiveness
Location:Oakville, ON
Country:Canada
Zip/Postal Code:L6J 2X1
Description

Our vision is to be the utility company most admired by customers, communities and investors for our people, passion and performance.

Purpose

The energy and water industry is evolving quickly to meet customer needs including an ever increasing focus on sustainability, reliability and cost.  Liberty is planning to pivot to a customer centric regulated services company that has assets from an asset centric utility company that has customers. This critical change is seen as essential to deliver sustainable growth while meeting the constantly evolving needs of our customers and society as a whole.  This new role will play a critical role to ensure that not only is Liberty not left behind but is continued to be seen as an innovative leader in the industry. 

Reporting to the VP of Customer Insight & Solutions, this role will lead a team focused on creating a Business Intelligence strategy and executing the strategy to provide insights, predictive analytics and insights to the leadership team, with a focus on growth and operational efficiencies.  Through the analysis and insights, this leader will make recommendations for improvements in customer experience with the goal of improving our CSAT and JD Power scores.  The role will involve close collaboration with the IT team, the Regional Operations teams and the Customer Care team.

The Senior Director will be a detail-oriented and data-driven leader with strategic insight, strong business acumen and progressive thought process that boasts a successful track record of building relationships & leading complex projects. This leader has to be enjoy getting into the weeds and getting stuff done.  They must also possess the ability to properly and efficiently articulate a message and preserve the organization’s core values while maintaining accountability and integrity.  Furthermore, this role will be charged with measuring success by gathering data and reporting on key performance indicators that valuate project results in the form of expense reduction, revenue generation or improved customer service.

This position is responsible for leading the business intelligence team to create a data environment, obtain data and draw insights from the data with a focus on customer insights, increasing revenues and operational efficiencies.                          

Accountabilities

  • Partner with multiple stakeholders to define the company’s multi-year BI strategy and execution roadmap to drive customer experience improvements, customer / revenue growth and operational efficiencies.  Lead team to collaborate with internal customers to identify needs and define requirements; prioritize requests; and to develop, test and implement data analytics and predictive modeling.  Build partnerships with other departments to support Business Intelligence needs.
  • Responsible for identifying critical analysis required, and work with partners to identify critical analysis, and perform the analysis to drive to objectives.  Prioritization of ideas will be critical.  This will involve understanding all areas of the business and a critical eye to ensure the data is correct and the subsequent analysis is correct.  Responsible for providing senior management team well written and oral presentations with necessary information and supporting analysis to make appropriate business decisions. The leader must work with regional and corporate leadership to have the ideas implemented and the objectives realized.
  • Introduce new analytical methods to the company including machine learning and predictive modeling.  As with anything that is new, this will require change management skills
  • This role will also be responsible for analyzing the JD Power results and methodology, aggregating Voice of the Customer data and creating process recommendations to drive Liberty Utilities to top quartile JD Power scores
  • Measure success by gathering data and reporting on key performance indicators that valuate project results in the form of expense reduction, revenue generation or improved customer service                                                            
  • Develop, mentor, and lead staff to foster an environment of teamwork and accountability.  Drive an engaged and collaborative culture, and culture of getting things done and obtaining exceptional results          

Education & Experience

  • Bachelor’s degree in Computer Science, Electrical Engineering or similar field of study.
  • 10-15 years of experience in designing, deploying, and maintaining BI infrastructures.
  • Expertise in predictive modeling, analytics, and integration.
  • Proven hands-on experience in leading organization-wide analytical projects.
  • Excellent presentation skills with proven ability to communicate complex technical information in a way that is easily understood by others
  • Demonstrated experience managing and mentoring teams
  • Proven ability to foster a collaborative and productive environment across the organization
  • Strong knowledge Python, R, SQL
  • Strong knowledge of the platforms available including AWS, Power BI, Tableau, SAP, etc.
  • Experience in Financial and Operational Performance Management and Reporting 
  • Knowledge of Workforce Planning and Forecasting
  • Experience managing complex projects
  • Knowledge of utility customer care operations including:
  1. Meter reading
  2. Billing (including bill print and cash processing)
  3. Call Centers
  4. Credit & Collections
  5. Customer Communications
  6. Customer self-serve options

Algonquin Power & Utilities Corp is a North American diversified generation, transmission and distribution utility with $10+ billion of total assets. (APUC) delivers continuing growth through an expanding pipeline of renewable energy development projects, organic growth within its regulated distribution and transmission businesses, and the pursuit of accretive acquisitions.

The distribution business group (Liberty Utilities) provides rate regulated water, electricity and natural gas utility services to over 750,000+ customers in the United States. The transmission business group invests in rate regulated electric transmission and natural gas pipeline systems in the United States and Canada.

The generation business group (Liberty Power, formerly known as Algonquin Power) owns a portfolio of regulated and long term contracted North American based wind, solar, hydroelectric and thermal powered generating facilities representing more than 1.5+ GW of installed capacity.

What we offer

Collaborative environment with a genuine flexible working policy

Share purchase/match plan

Defined Contribution savings plan

Free refreshments

Top Talent Program

Volunteer paid days off

Employee Assistance Program

Achievement fund

Free parking, including free electrical charging

We are focused on building a diverse and inclusive workforce.  If you are excited about this role, and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the opportunity.

We are an equal opportunity employer and value each person’s unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all of our employees and expect each of our employees to honor this commitment in their daily responsibilities.
As part of our commitment, we work to ensure our application process is accessible to all candidates. If you require special assistance or accommodation during the hiring process, please notify the Talent Acquisition Team.

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