Director, Customer Technology - Digital Technology Solutions

 

Position Summary

The Director, Customer Experience – DTS is accountable for the end-to-end technology experience supporting Hydro One’s customers, spanning digital channels, billing, CRM, integrations, service reliability, and enablement platforms. This role leads multiple customer-facing technology portfolios and managers, translating enterprise strategy into predictable delivery, resilient operations, and continuous experience improvement. The role is accountable for predictable, cost-disciplined delivery of customer‑critical technology initiatives, ensuring outcomes are delivered on time and within approved budgets.

Core Accountabilities

Customer Experience & Service Outcomes

• Own the technology enablement of customer experiences across digital channels, CRM, billing platforms, and supporting integrations.
• Ensure service reliability, performance, and responsiveness for customer-facing systems, including accountability for major incidents and root-cause remediation.
• Translate customer and business needs into prioritized roadmaps that balance experience improvement, risk reduction, cost, and technical sustainability.

Strategy Execution & Portfolio Delivery

• Translate DTS and enterprise strategy into executable plans, funded programs, and committed delivery outcomes.
• Accountable for delivering portfolios and major initiatives on time, within approved scope, and on budget, proactively managing risks, dependencies, and trade-offs.
• Oversee delivery across multiple application portfolios, including roadmaps, sustainment, enhancements, and modernization initiatives, with clear financial and delivery discipline.
• Ensure investments remain aligned to business priorities with transparent cost management, sequencing, and delivery commitments.

Enterprise Platforms & Transformation

• Provide domain leadership for major enterprise transformations, including SAP S/4HANA implementations and CRM modernization.
• Ensure customer experience, billing, and service processes remain stable and integrated through large-scale system change.

Operational Excellence & Risk Management

• Accountable for application sustainment, SLAs, and continuous improvement across customer-critical systems.
• Own financial and delivery risk within the domain, ensuring cost controls, forecasting accuracy, and corrective actions are in place.

People & Leadership

• Lead, coach, and develop managers with accountability for delivery, budgets, and outcomes.
• Build and sustain teams with strong delivery discipline and financial ownership.

Financial & Delivery Accountability

• Own the Customer Experience DTS operating and project budgets, including planning, forecasting, and in-year management.
• Ensure effective CapEx and OpEx management, vendor spend control, and benefits realization.
• Hold teams and partners accountable for predictable delivery and cost transparency.

Required Experience & Qualifications

Technical & Professional Background

• Degree in Computer Science, Engineering, or equivalent practical experience.
• 10+ years of progressively senior technology experience, with early career time spent in the technical weeds (software development, web engineering, systems integration, or application operations).
• Strong background in web technologies, including modern web architectures and customer-facing digital platforms.
• Extensive experience with CRM platforms supporting customer interaction, workflows, and digital engagement.
• Hands-on leadership experience with SAP S/4HANA implementations impacting customer, billing, or revenue processes.
• Proven ownership of enterprise platforms across the full lifecycle.
• Demonstrated leadership in major incident management and service recovery.

 

Why This Role Matters

This role ensures Hydro One’s most critical customer and revenue-enabling platforms - web, CRM, digital channels, billing, and S/4HANA-integrated systems - are reliable, scalable, and continuously improving, even through large-scale enterprise transformation.