Customer Experience Lead

Querentia · 10 months ago

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Location

Remote (Canada)

Seniority

Staff

Employment

Full-Time

First seen by Alion on Jan 8, 2026. Querentia scores C on the Alion truth index.

Overview

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Impact

Profile match

Querentia

Querentia is a recruitment and talent solutions firm headquartered in Toronto that places technology and non-technology professionals with client organisations across North America. Established in 2021 as Querentia Inc., the firm also lists offices in New York, San Jose and Dover, Delaware, and fills contract and permanent roles for clients in Toronto, Montreal, Vancouver, Ottawa and Calgary. Its open assignments are mostly IT contracts such as SAP and Workday consultants, Databricks and GCP data engineers, Salesforce consultants, enterprise and solution architects, computer vision and AI engineers, program managers and digital marketing specialists.

querentia.com · HQ: Toronto, Canada · IT Staffing & Staff Augmentation · Recruiting & Staffing · 1-10 employees · Est. 2021

Role Overview

We are seeking a seasoned CX leader (15 years of experience) to lead and advise utility clients on end - to - end customer experience transformation programs . The role blends business strategy and executive advisory capabilities to drive large - scale, SAP - enabled digital transformation initiatives.

Key Highlights

Act as a trusted advisor to utility clients and internal delivery teams
Lead CX initiatives across billing, metering, service orders, outage management, and collections
Define and execute business - aligned CX strategies while meeting regulatory requirements
Lead RFP development, vendor evaluation, and solution selection
Facilitate executive workshops, journey mapping, and future - state design sessions

Must - Have Experience :

Adobe
CRM
CDP
Contact Center technologies
DERMS
MARTECH for customer program enrollment & adoption
Proven experience integrating CX platforms with SAP IS - U / CX
Strong understanding of the utility customer lifecycle and regulatory environment

Nice - to - Have

Experience with SAP IS - U/CX, Contact Center platforms, DERMS, and MARTECH
Knowledge of design thinking, journey mapping, and persona development

• Familiarity with utility regulations such as AUC, OEB, FERC

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