Specialist, Service Experience

7 months ago

Mississauga, Canada Regional Municipality of Peel Full time

**Job Description**:
**Specialist, Service Experience**

**Corporate Services - Marketing and Communications**

**Status: (1) Regular Full-time position**

**Salary Range: $89,469 to $111,834 per annum **(plus comprehensive benefits**)**

**Work Mode: Hybrid** **_see below for more details about this work mode_**

**Hours of Work: 35 hours per week**

The Service Experience office sets, maintains, and communicates Peel’s customer experience (CX) strategy. It delivers a consistent, comprehensive, and deliberate approach to CX across Peel. The goal is to design and deliver services for customers that meet their needs, are easy to use, and are enjoyable. Service Experience improves trust and confidence by ensuring service delivery meets the expectations of the Peel community.

Reporting to the Advisor, Service Experience, the Service Experience Specialist works collaboratively with internal and external stakeholders to develop and strengthen processes that support a customer-focused service experience. They support CX improvement projects and initiatives that positively transform the end-to-end experience.

The Specialist brings expert understanding of business analysis, process improvement, and strategy development and implementation. They are adept at building collaborative working relationships across business areas and project-based teams. They use a variety of methodologies and innovative approaches to solve problems and improve processes to better meet customer expectations.

**What the role requires**:

- 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.

**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 Manageme

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