Expert, Business Solutions

At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you’re part of making sure our business is running optimally and safely―helping keep the economy on track. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us!

Job Summary

The Expert, Business Solutions is responsible for ensuring the successful delivery of improved customer experience and revenue growth initiatives. The role provides direction, approvals, guidance, and prioritization of workload for the Information and Technology (I&T) Product Manager, the I&T Project Manager and project team. The role acts as the bridge from senior leaders for translating higher-level strategies and goals into plans that drive business value. Liaising with all departments across CN and working directly with customers, the role lends business and technical expertise on the development of tools, processes, and platforms necessary to improve the customer’s experience, promote CN’s product offering, support revenue growth, promote safety and optimize efficiencies.

Main Responsibilities

Process Improvement Through Projects

• Play a lead role in the strategic decision making for the planning and roll-out of features and functionality

• Work with other Business stakeholders to capture and develop pipeline of product opportunities and innovative ideas

• Define the Sales and Marketing and Customer strategy to the I&T groups who will assist in executing the vision

• Provide input to and sign-off on the change management strategy and materials ensuring consistent Sales and Marketing messaging

• Define key metrics of success related to the project

• Provide “go and no-go” parameters and criteria to I&T

• Provide basic minimum features and functions to I&T for each sprint and release

• Provide approval to I&T that a project and release can be launched

Process Improvement Through Systems Enhancement

• Stay connected with Operations, Customer Service, Legal, Sustainability, I&T and Customer contacts to assess situations and propose continuous improvement solutions

• Communicate business needs in the form of business requirements for I&T

• Provide the Product Manager with a product vision and prioritized list of features

• Build working models, mock-ups, or prototypes for demonstration purposes to clearly articulate requirements to I&T Product Manager and Delivery Managers

• Assist I&T with the design and optimization of customer digital product offerings, including the eBusiness platform, customer notifications, case management, and Application Programming Interfaces (APIs)

• Evaluate technology options to provide the best customer experience

• Engage with vendors to understand and influence their product evolution based on CN’s strategic needs

• Leverage Salesforce to create a “Customer 360” view for CN, to bring together customer information from Sales, Operations, and Marketing in order to improve customer interactions

Safety, Compliance, and Metrics

• Ensure key customer behaviour-based performance objectives are met, through the creation of key reports and dashboards to support Customer Self Service objectives, and identify areas of improvement

• Lead the development of measures and insights that drive revenue growth

• Act as the business lead for the development of the Voice of the Customer and Net Promoter Score (NPS) strategy of and execution for tracking completion and success

• Support and evolve the process and technology platform used for capturing, measuring, and classifying safety incidents at the customer facility

• Protect CN against data leakage and ensure pricing policies and procedures comply with executive rules

• Support CN’s Legal team in formulating responses and providing the relevant supporting material for the Rail Surface Transportation Board (STB) inquiries, to ensure that CN’s position is accurately captured and filed

Collaboration

• Partner with Human Resources (HR) to bring new talent to the organization by determining which skills and roles will be required in the future and by making thoughtful hiring decisions

• Provide a positive and welcoming onboarding experience to all new employees by ensuring they have access to the tools and resources needed to fulfill the requirements of their job

• Recognize employee milestones (service awards, retirements, etc.) as well as significant contributions and enhanced responsibilities

• Focus on communications and foster collaboration by regularly providing updates to teams about ongoing initiatives and encouraging teams to work together to accomplish common goals and learning

• Manage employee performance by ensuring employees who are not meeting expectations are identified and supported through the performance improvement process

• Create and enable a positive and engaging work environment by ensuring individual strengths are uncovered and leveraged through frequent and focused conversations

• Participate in succession planning by contributing to the yearly talent review cycle and identifying employees with the potential to move up the management and expertise paths

• Support employee development by having regular career conversations with all employees (documented and tracked) and supporting them in reaching their career goals

• Ensure knowledge is preserved through cross-training for key skill sets in the team

Working Conditions

The role has standard working conditions in an office environment with a regular workweek from Monday to Friday. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure and stress. The role requires minimal travel (up to 20%) in accordance with CN policy for meetings.

Requirements

Experience

Management

• Between 10 to 15 years of overall work experience

• Minimum 5 years of experience demonstrating leadership qualities and overseeing deliverables

o Expertise in process improvement and deep understanding of technology evolution and delivery

o Consistent track record of successful project deliveries

o Demonstrated experience in developing a product vision translating ideas into business requirements with a passion for building great products

o Experience with Customer Communication and Change Management*

• Any experience for these above would be considered as an asset

Education/Certification/Designation

• A Bachelor's Degree in Computer Science, Business Administration or related degree or work experience

Competencies

• Applies critical thinking

• Knows the business and stays current on industry needs

• Demonstrates agility and drives change

• Innovates

• Collaborates with others and shares information

• Communicates with impact

• Sets direction and inspires others

• Identifies needs and finds solutions to create value for all stakeholders

Technical Skills/Knowledge

• Strong knowledge of Service Reliability Systems (SRS) and Fleet Productivity System (FPS), Rail Operations, Car Management Process

• Strong knowledge of eBusiness and Salesforce

• Strong knowledge of CN and Rail industry pricing and CN contract governance processes

About CN

CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada’s Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.

At CN, we are dedicated to building North America’s safest, most inclusive and sustainable railroad, which includes reflecting the communities in which we operate. Research shows that candidates from underrepresented groups often don’t apply unless they feel they fit the job posting at 100%. Even if you don’t see yourself in every job requirement listed in a posting, we still encourage you to apply. If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), please reach out to our team at cnrecruitment@cn.ca.

As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law. We thank all applicants for their interest, however, only candidates under consideration will be contacted. Please monitor your email on a regular basis, as communication is primarily made through email.