Customer Experience

2 months ago

Edmonton, Canada City of Edmonton Full time

**Job Number**:50513**

As the Customer Experience and Continuous Improvement Lead, you have an integrated operational role within Waste Services, developing, leading, and managing the implementation of the branch's Customer Experience work plan across various customer channels and lines of business.. You will play a key role in interpreting customer experience (CX) data to advise and lead projects as well as to collaborate across all sections of the branch.

Your success will be measured by your ability to build relationships with various stakeholders, using your expertise to improve the business of Waste Services, and the efficient processing of data from surveys, while providing concrete recommendations.

**What will you be doing?**
- Act as the “Voice of Customer” gathering customer insights through qualitative and quantitative research methods, including:

- Leveraging operational data such as call centre data, web traffic
- Coordinating Listen, Interpret, React and Monitor activities
- Highlighting opportunities for improvement
- Manage, analyze, interpret and report on customer data and CX performance indicators, highlighting opportunities for improvement suggested by the data, including presenting information to sections and working with the section to implement those recommendations
- Work with leadership across the branch to set CX performance targets and drive continuous improvement at the operational level
- Interact regularly with customer experience metrics, including:

- Monitoring and tracking improvements to metrics, and exploring opportunities to improve citizen experience within the branch
- Developing and monitoring key branch citizen/customer measures
- Communicating customer insights out to business areas
- Report to Branch on data, insights and recommendations
- Manage the creation, configuration and deployment of real-time customer experience surveys working with corporate partners
- Alongside our Communications partners, ensure the customer experience is consistent across all digital and print platforms through consistent messaging, direction and policy guidance related to Waste Services
- Lead and improve upon customer messaging channels provided to customers, including ensuring call centre, 311, website, WasteWise app and print materials are consistent, efficient and easy to use
- Lead CX-oriented special projects for the branch, collaborating with corporate partners in service design, analytics, education, community engagement and technology
- Support customer journey mapping and integration of lessons learned into operational areas across the branch, if required
- Advise on the branch's CX data visualization and business intelligence approach
- Lead and facilitate design thinking workshops, specifically in the form of ideation sessions
- Collaborate with research partners and vendors to complete customer / market research studies
- Lead analysis of new products and services in development, such as recruiting customer samples, designing assessment criteria, refining / analyzing results and reporting findings to various stakeholders
- Identify and deliver information related to operational lines of business (Collections, Sustainable Waste Processing, Business Integration)
- Other related duties as required

**Qualifications**:

- A degree (or higher or equivalent) in Business, Marketing, Commerce or a related field, such as the fields of research and/or customer experience
- Minimum 5 years of experience in the field of community work, including demonstrated competency in program development, organization development and provision of information/referral

**Assets**:

- A specialized interest and experience in customer experience, marketing, research and/or technology
- Project Management Profession or other PMI certificates
- Additional training/coursework and/or experience in one or more of the following areas is an asset:

- Project management
- Customer experience
- Change management

**Skills Required for Success**:

- Knowledge of service design and continuous improvement approaches, including human-centered design approaches and CX technologies
- Ability to gain acceptance and build/maintain strong relationships with a variety of internal and external stakeholders at various levels of authority
- Ability to work independently as well as contribute to the goals of a larger team
- Ability to recognize and manage group dynamics
- Ability to chair committees and meetings
- Demonstrated ability to both lead projects and work as part of a project team in a support role
- Negotiation skills, including the ability to respond to difficult situations and resolve conflict
- Excellent written and verbal communication skills, including the ability to understand customer needs, write in plain language, facilitate surveys and focus groups, and present to groups
- Alignment to our Art of Inclusion: Our Diversity and Inclusion Framework
- Alignment to our Cultural Commitments
- Alignmen

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