Specialist, Service Experience

3 weeks 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

  • Client Experience Specialist

    4 days ago

    Mississauga, Canada Investment Planning Counsel Full time

    Investment Planning Counsel (IPC) is one of the fastest growing independent wealth management companies in Canada. We are a diverse group of people all driven towards one goal: helping advisors build a better business through a remarkable client experience. As the Client Experience Specialist, you will be the ‘glue’ that binds all client relationships...

  • Guest Experience Centre Consultant

    2 days ago

    Mississauga, Canada Guest Experience Center Full time

    Overview: **RECIPE is looking for a Guest Service Representative** **to join our Guest Services team!** **(Mississauga)** Recipe Unlimited Corporation is Canada’s leading full service restaurant company. Home to such iconic brands as Swiss Chalet, Harvey’s, St.Hubert, The Keg, Montana’s, Kelseys, Fresh Kitchen & Juice Bar, Bier Markt, East Side...

  • Spring/suspension Installer

    4 weeks ago

    Mississauga, Canada Canada Suspension Specialist Full time

    **About us** Canada Suspension Specialist is a small business in Mississauga, ON. We are professional, agile, and our goal is to create a welcome environment!. Our work environment includes: - Modern office setting - Food provided **Responsibilities**: - Install products according to customer specifications. - Read and interpret installation...

  • Order Experience Specialist

    8 hours ago

    Mississauga, Canada dbrand Full time

    Description **The Role** You might be wondering what exactly an Order Experience Specialist is? A fair question - it's a unique title, after all. It needs to be, because this is a unique position. Here's how it works: every day, thousands of customers place an order with us. Those orders need to be assembled, packaged, and shipped. So far, so good,...

  • Sourcing Specialist

    4 days ago

    Mississauga, Canada Abacus Service Corporation Full time

    Description: Job Title Sourcing Specialist Tentative Start date early as possible End date 12 months Work shift 8am - 5pm TAKE NOT OF THE ADDRESS - USE THE JD ADDRESS NOT FG Work location (Client Business address)- 1919 Minnesota Court-Mississauga HEALTHCARE ON CA 10 (101879) - Possible Hybrid role 2-3 day onsite. Candidate Screen(Interview) ...

  • Sourcing Specialist

    2 weeks ago

    Mississauga, Canada Abacus Service Corporation Full time

    Description: Job Title – Sourcing Specialist Tentative Start date – early as possible End date – months Work shift – am - pm TAKE NOT OF THE ADDRESS - USE THE JD ADDRESS NOT FG Work location (Client Business address)- Minnesota Court-Mississauga HEALTHCARE ON CA () - Possible Hybrid role - day onsite. Candidate...

  • Information Technology Support Specialist

    1 month ago

    Mississauga, Canada Abacus Service Corporation Full time

    Position: Information Technology Support Specialist Location: Mississauga, Ontario Description Reporting to the Manager of IT team, the IT Support Specialist will work hand and hand with our existing IT Team Members to provide subject matter expertise in support of the Microsoft environment. Providing first line support for...

  • Information Technology Support Specialist

    1 month ago

    Mississauga, Canada Abacus Service Corporation Full time

    Position : Information Technology Support Specialist Location : Mississauga, Ontario Description Reporting to the Manager of IT team, the IT Support Specialist will work hand and hand with our existing IT Team Members to provide subject matter expertise in support of the Microsoft environment. Providing first line support for our IT infrastructure...

  • National Customer Experience Specialist

    4 weeks ago

    Mississauga, Canada Chubb Fire & Security Canada Corporation Full time

    **_The Chubb Fire & Security Difference..._** - Service Excellence_ - Technology Leadership_ - Focus on Quality_ - National Coverage_ - Single Point of Contact_ - A Name You Can Trust_ Chubb Fire & Security provides an unparalleled portfolio of security and life safety solutions to Canadian institutions, businesses and residences. We deliver advanced...

  • Client Experience Specialist

    5 days ago

    Mississauga, Canada Investment Planning Counsel Full time

    Investment Planning Counsel (IPC) is one of the fastest growing independent wealth management companies in Canada. We are a diverse group of people all driven towards one goal: helping advisors build a better business through a remarkable client experience. As part of the IGM family of companies, we are proud to be recognized as one of **Canada’s Top 100...

  • Service Consignment Specialist

    4 days ago

    Mississauga, Canada Nikon Canada Inc. Full time

    Position: Service Consignment SpecialistCompany: Nikon Canada Inc.Code: 12072101Location: Mississauga, OntarioEmployment Type: Full Time/PermanentOverview of Position:The Microscope Solutions Division (MS) of Nikon Canada is seeking a Service Consignment Specialist reporting to the Service Manager, Microscope Solutions. The incumbent will primarily be...

  • Service Consignment Specialist

    4 days ago

    Mississauga, Canada Nikon Canada Inc. Full time

    Position: Service Consignment SpecialistCompany: Nikon Canada Inc.Code: 12072101Location: Mississauga, OntarioEmployment Type: Full Time/PermanentOverview of Position:The Microscope Solutions Division (MS) of Nikon Canada is seeking a Service Consignment Specialist reporting to the Service Manager, Microscope Solutions. The incumbent will primarily be...

  • Service Consignment Specialist

    4 days ago

    Mississauga, Canada Nikon Canada Inc. Full time

    Position: Service Consignment SpecialistCompany: Nikon Canada Inc.Code: 12072101Location: Mississauga, OntarioEmployment Type: Full Time/PermanentOverview of Position:The Microscope Solutions Division (MS) of Nikon Canada is seeking a Service Consignment Specialist reporting to the Service Manager, Microscope Solutions. The incumbent will primarily be...

  • Change Experience Specialist

    1 day ago

    Mississauga, Canada Tundra Technical Solutions Inc. Full time

    About The PositionThe Change Experience & Learning (CE&L) team within Informatics is passionate about the people-side of change and drives holistic technology change experiences for employees. This ensures the investments we make in tools and technology are realized when people can adopt them successfully.The Change Experience Specialist will be responsible...

  • Change Experience Specialist

    1 day ago

    Mississauga, Canada Tundra Technical Solutions Inc. Full time

    About The PositionThe Change Experience & Learning (CE&L) team within Informatics is passionate about the people-side of change and drives holistic technology change experiences for employees. This ensures the investments we make in tools and technology are realized when people can adopt them successfully.The Change Experience Specialist will be responsible...

  • Change Experience Specialist

    1 day ago

    Mississauga, Canada Tundra Technical Solutions Inc. Full time

    About The PositionThe Change Experience & Learning (CE&L) team within Informatics is passionate about the people-side of change and drives holistic technology change experiences for employees. This ensures the investments we make in tools and technology are realized when people can adopt them successfully.The Change Experience Specialist will be responsible...

  • Change Experience Specialist for Enterprise Platforms

    1 week ago

    mississauga, Canada Epsilon Solutions Ltd. Full time

    Role: Change Experience Specialist for Enterprise Platforms Location: Mississauga, ON Duration: Fulltime JD Supporting the design, development, and implementation of Change Experience strategies and tactical change & engagement plans; including stakeholder assessment, communications, leadership a

  • Guest Service Representative

    2 days ago

    Mississauga, Canada Guest Experience Center Full time

    Overview: **RECIPE is looking for a Guest Experience Centre** **Consultant** **to join our Guest Services team!** **(Mississauga)** Recipe Unlimited Corporation is Canada’s leading full service restaurant company. Home to such iconic brands as Swiss Chalet, Harvey’s, St.Hubert, The Keg, Montana’s, Kelseys, Bier Markt, East Side Mario’s, Landing...

  • Specialist, Global Customer Experience

    1 week ago

    Mississauga, Canada Amgen Full time

    **HOW MIGHT YOU DEFY IMAGINATION?** You’ve worked hard to become the professional you are today and are now ready to take the next step in your career. How will you put your skills, experience and passion to work toward your goals? At Amgen, our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s...

  • Digital Marketing Specialist

    1 month ago

    Mississauga, Canada TD SYNNEX Full time

    **Digital Marketing Specialist (12 Month Contract)** **Overview**: - The Digital Marketing Specialist role develops and implements digital programs and campaigns in a supporting manner to internal partners regarding the digital execution of vendor campaigns. - The Digital Marketing Specialist executes digital marketing efforts, optimizes the user...