Job Description

• Contribute to the implementation of the Service Experience Strategy in the areas of CX research, enablement, metrics, culture, and prioritization.
• Drive partnerships and work collaboratively with internal stakeholders, such as business areas providing direct service delivery, and with external consultants and vendors.
• Design and lead customer understanding activities, including focus groups, brainstorming, journey mapping sessions, public engagement, and surveys.
• Develop standards and policies for service design, delivery, and other aspects of the customer experience, to ensure Peel’s services meet customer expectations.
• Support the Voice of the Customer measurement strategy to measure and analyze performance and feedback across key touchpoints. Leverage qualitative and quantitative customer data and trends to identify opportunities.
• Initiate and support service improvements to improve the customer experience, including the Digital Peel strategy and Contact Centre Optimization.
• Build a customer-focused culture by incorporating CX principles and best practices into the way all Peel employees work. This is done through development of training courses, employee recognition programs, and coordinating the annual Customer Service Week event.
• Facilitate teams through project management and process improvement initiatives using established methodologies.
• Assist with development and implementation of communication plans and tactics, including writing reports, presentations, and web content for an internal and external audience.
• Research CX best practices, participate in industry organizations, and attend events to learn and share information within and outside the public sector.
• Apply organizational change management methods to drive acceptance of service improvements and project solutions.

What the role requires:

• University degree or college diploma in business management, public administration, or related fields, combined with at least 3 years experience in the customer experience, business analysis, project, quality, or process management fields.
• Strong background in customer experience, user experience, product management, and/or digital marketing.
• Experience facilitating cross-functional team discussions, including well-developed negotiation skills and providing direction while not having direct authority.
• Expert knowledge of business process management and process improvement methods and tools.
• Strong interpersonal skills to be able to work with senior and executive management, departmental leadership, other levels of government, staff, and stakeholders.
• Ability to build relationships, collaborate, adapt, and work effectively in a variety of situations and with individuals or groups.
• Experience designing and testing digital services, including forms, portals, and web content.

Skills/Abilities:

• Critical thinking, strategic thinking, and decision-making abilities, including knowledge of Design Thinking and Systems Thinking approaches.
• Ability to learn quickly, manage conflicting needs, and adapt to changing business conditions and needs, to deliver results under pressure and during times of ambiguity.
• Excellent written and verbal communication skills, including presentation skills.

Nice to have: 

• Project Management Professional (PMP) designation.
• Certified Business Analysis Professional (CBAP) designation, Business Analyst certification, or equivalent experience.
• Certified Customer Experience Professional (CCXP) designation is preferred.
• Change Management certification (PMBOK, Certified Change Agent) or equivalent designation.
• Lean and/or Six Sigma certification (Green Belt) or equivalent designation or training.

Perks @ Peel and why you will love working for us: 

• Comprehensive Health, Dental, Vision benefit plan including psychological health (effective immediately upon hire)
• Automatic enrolment into OMERS pension plan
• Accrue vacation on a monthly basis up to 3 weeks per annum
• 3 paid personal days and floating holidays
• Flexible hours supporting your wellness and wellbeing
• Annual performance review and merit increases based on performance
• Supportive leadership and a culture of respect and inclusion
• Access to tuition reimbursement (where applicable) and learning and development resources

The Region of Peel offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved.   

Interview: Our recruitment process will be completed in-person. You will recieve more details, if selected for an interview.

If this opportunity matches your qualifications and experience, please apply on-line.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 80,000 - 100,000.

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