Our utility client is seeking a Senior Project Manager to lead the delivery of customer experience initiatives that modernize customer feedback, intake, case management, and circulation of workflows across multiple systems Candidates can be located in Calgary or Edmonton - Hybrid work model Must Haves 8+ years of experience as a P roject Manager with a focus on technology transformation initiatives (CRM, customer experience, and analytics) Delivery of complex technology transformations , including change management (Salesforce, Qualtrics, case management, VoC, and enterprise platform projects) Experience creating detailed project plans, budgets, forecasts, RAID logs, decision records, steering committee materials , and executive-ready reporting.

Experience implementing Salesforce , Genesys , Qualtrics , Power BI , and customer service platform integration experience Experience with RAID logs , budget forecasting , executive reporting , vendor management , and Agile / waterfall delivery experience Solid Nice-to-Have PMP, Prosci/OCM exposure, agile delivery certification,



or equivalent IT project/program management experience Experience working in regulated utilities or asset-intensive environments Bachelor''s degree or equivalent experience Experience with AUC Rule or service quality reporting Business analysis, process mapping, facilitation, and negotiation skills Exposure to sentiment analysis, text analytics, social listening, and automated feedback routing Responsibilities Lead end-to-end delivery of VOCU and CPM projects including planning, execution, governance, budget management, and executive reporting Translate business needs into delivery plans aligned to customer experience outcomes, operational impacts, regulatory expectations, cost, and schedule Manage delivery across Customer Experience, Operations, IT, Digital, Regulatory, Finance, platform teams, vendors, and business SMEs Establish and maintain governance materials including RAID logs, dependency tracking, decision records, and steering committee communications Lead VOCU implementation activities including requirements gathering, KPI definition, survey design support, reporting requirements, and insights generation Lead CPM implementation activities involving Salesforce Email-to-Case, workflow standardization, request tracking, and process improvements Manage third-party vendor deliverables, SOWs, milestones, financial forecasts, invoices, and contract commitments

📌 Senior Project Manager to lead the delivery of customer experience initiatives that modernize customer feedback, intake, case management, and circulation of workflows across multiple systems for our Utility client (Calgary)
🏢 S.i. Systems
📍 Calgary