Executive Director, Customer Experience

The Edmonton Public Library (EPL) is the city’s public library system. An award-winning system, EPL continues to push the boundaries of modern library service for Edmontonians through its talented staff, innovative programming, technology, and resources.

EPL operates branches across Edmonton to provide access to physical and digital spaces, collections, and programs that meet the entertainment, informational, and lifelong learning needs of Edmontonians of all ages and backgrounds. Guided by its Community-Led Service Philosophy, EPL is embedded in the neighbourhoods it serves, connecting with customers and non-customers alike to understand community needs and break down barriers to access.

In EPL’s own words: “At EPL our mission is simple: we share We share expertise, information, technology, and space with Edmontonians for learning, connecting, creating, discovering, enjoying, and enriching communities. Our vision is to be the gathering place for people and ideas, enabling a lifetime of learning, engagement, and possibility for every Edmontonian”. This mission is brought to life through the 2027-2030 strategic goals, which position EPL as the best place to read, the best place to experience, and the best place to learn. EPL champions reading and intellectual freedom, creating welcoming and meaningful experiences, and helping Edmontonians build the literacies, critical thinking skills, and AI competencies needed to navigate an increasingly complex world.

Intellectual Freedom remains a fundamental value at EPL, upheld through advocacy and a continued commitment to non-judgemental, unfettered access to a wide and diverse range of knowledge, ideas, and perspectives.

For more information about the Edmonton Public Library, please visit their website.

Areas of Responsibility

Reporting to the Chief Executive Officer (CEO), the Executive Director, Customer Experience, is a key member of the Executive Leadership Team, providing strategic and operational leadership for Branch operations and system-wide teams. Working collaboratively with senior leadership, the Executive Director helps bring EPL’s vision and business plan to life through leadership of teams across the organization in the implementation and evaluation of system-wide goals and business plan priorities.

The Executive Director, Customer Experience coaches and inspires a customer-focused management team committed to delivering exceptional library service across Edmonton. Balancing system-wide leadership with a deep understanding of community needs, the Executive Director advances innovative, responsive and inclusive services that create an excellent experience at every stage of the customer journey.

• Leading the strategic development, implementation and ongoing delivery of library services and programs at 21 branches across the city;
• Championing exceptional and consistent customer experiences across EPL’s locations and services;
• Advancing EPL’s community-led service philosophy by ensuring programs and services remain responsive to the evolving needs of Edmonton’s diverse communities.

The Executive Director, Customer Experience is an integral member of the Executive Leadership Team and joins the Chief Executive Officer; Chief Financial Officer; Executive Director, Collections and Technology; Director, Marketing, Communications and Fund Development; and Executive Director, Employee Experience in leading system-wide strategies and initiatives. Edmonton Public Library employees support and work within the policies and framework of EPL’s corporate culture, as embodied in its Purpose, Mandate and Mission statements, Values, Community-Led Service Philosophy, and the Canadian Federation of Library Associations’ position statements on Intellectual Freedom and Diversity and Inclusion, with particular emphasis on providing excellent customer service.

Key Accountabilities

Strategic Leadership

• As a member of the Executive Leadership Team, contribute to strategic plan development and lead major system-wide business plan initiatives, ensuring effective change leadership and staff engagement.
• Identify, analyze and prioritize opportunities to enhance customer experience, working collaboratively across EPL to translate strategic direction into effective services.
• Serve as a strategic and technical resource to the CEO on customer experience, branch operations, programming and other library services.

Customer Experience Leadership

• Lead the development, implementation and ongoing delivery of excellent library services and programs across EPL’s 21-branch library system, ensuring an exceptional and consistent experience at every stage of the customer journey.
• Provide executive oversight of key portfolios, including Branch Services, Adult Services, Youth Services and Indig