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Manager, Customer Experience - Business Performance


Burnaby, BC, CA Trail, BC, CA Prince George, BC, CA

Affiliation: Management & Exempt
Employment Status: Full-Time Temporary
Temp Duration: 6 months
Posting End Date: Open until filled

We’re looking for new talent to join us as we reinvent the future of energy. Across BC, we have a diverse team of more than 2,500 employees we can’t do without, yet we’re growing as fast as ever.

You may think we’re your standard utility that delivers natural gas and electricity, but we’re also into cool, innovative energy solutions. Think carbon capture, renewable energies and lower-carbon transportation for a start. We believe in creating a cleaner, healthier tomorrow.

If you like meaningful work, a dynamic environment and forward-thinking colleagues, build your career with us. You’ll get opportunities to grow, lead, solve, and create. So what are you waiting for? Let’s rethink energy together.

Position Overview

You’re an analytics expert who translates data and numbers into actionable solutions that improve business objectives and outcomes. You’re a results-oriented individual who thinks outside the box and is passionate about continuous improvement.


In the temporary role as the Manager Customer Experience, Business Performance, you’ll be responsible for the effective and efficient delivery of training, leadership development, and financial and business performance analysis, including workforce planning. Along with your analytical expertise, you’ll put your leadership skills to work and support our customer service teams to ensure we maintain our programs and provide a world-class experience for our customers. 


We're committed to building a greener future in which we reduce our customers’ emissions. We need collaborators, innovators and leaders like you to help us achieve our goal. Join us in re-thinking our energy future. 

In this role, you will:

  • Lead and support the customer service department’s long term forecasting needs.  
  • Oversee short and long term staffing requirements which includes developing hiring plans for the remainder of 2022 and 2023.
  • Assist with the gathering requirements and development of the 2023 labour budget. 
  • Review and lead the financial analysis for 2022 while identifying opportunities to improve capacity and recommending action items to improve overall department metrics.
  • Provide oversight and expertise to support ongoing learning practices and improvements.

What it takes:

  • A bachelor’s degree in Business, Economics, or a business-related discipline from a recognized program. 
  • Eight to 12 years of recent, related experience or an equivalent combination of education, training and experience.  
  • A Chartered Professional Accountant designation is considered a significant asset but is not required.
  • Demonstrated experience with financial and business performance analysis, including workforce planning.

What you need to know:

  • This role is eligible for the flex location program with a headquarter location at any one of our Customer Service sites - Prince George, Trail or Burnaby 

Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community.


Safety is our number one priority, and to maintain the health and safety of our employees and broader communities, we have a number of COVID-19 safety measures in place. This includes a requirement for all new employees to provide proof of full vaccination, prior to their first day of work or the start of their employment. And of course, we will consider an accommodation for anyone who’s unable to be vaccinated due to a protected ground as defined by the Human Rights Code.


To learn more about the recruitment process with FortisBC, please visit the You’re Applying. What now? page for additional information. 

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