Health and Safety Customer Experience Specialist

5 months ago

Toronto, Canada Workplace Safety and Insurance Board Full time

**Major Duties & Responsibilities**

Responsible for customer support, portal business updates, and customer training services:

- Investigates operational issues from customers, determines root cause(s), prioritize and employ appropriate fixes/solutions, and/or engage with solution partner(s) and ITC as needed to reach timely resolution;
- Grants and maintains customer security access and group profiles;
- Communicates upcoming enhancements/fixes virtually and/or at provider sessions;
- Create opportunities for customer hands-on training of digital tools and resources to optimize the ROI of digital tools and resources;
- Prepare and maintain user guides and other user learning materials e.g. how-to videos, and provide orientation and conduct customer-training sessions (employers, program providers, WSIB staff, etc.);
- Updates the portal’s content, metadata, rules, and reference information based on program changes

Collaborate with the Digital Product Team to assist in translating business/program needs into business requirements for the HSEp digital portal:

- Participate in relationship management/change control activities with solution partner(s) and other WSIB areas
- Keeps current with industry trends and collects business requirements from stakeholders/customer feedback; propose and draft enhancement/change requests and prioritizes enhancements
- Write business use/test cases and conduct user/business acceptance testing on changes/enhancements; project management assistance with implementation and production support activities
- Support program-related processes such as data enhancements, rebate processes, information updates

Assist with the Health and Safety Excellence program’s engagement and enrollment initiatives and information collection:

- Define and track marketing KPIs and benchmarks; analyze trends to increase reach and conversion rates;
- Partner and collaborate with WHSS staff and regional hubs to effectively leverage digital marketing tools and resources to support better integration and promotion of the Health and Safety Excellence program
- Identify and leverage digital marketing and social media platforms to engrain health and safety into ‘pop culture’; complements traditional program engagement and enrollment tactics;
Perform other related duties as assigned or required.

**Job Requirements**

Education
- University completion at undergraduate level with a specialty focus in Business Administration, Commerce, Information Technology or Digital Marketing.

Experience
- Two years prior experience in website management or digital publishing or customer service.
- **Note: For Bargaining Unit postings, date of need will be thirty (30) working days from the closing date of the posting for Regular Recruitments, and six (6) months from the closing date of the posting for Planned Recruitments.**

Employees of the WSIB have important ethical responsibilities, including the obligation to place the public interest above personal interests. Job applicants are therefore required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. These may include: political activity, directorship or other outside employment and certain personal relationships (e.g. with existing WSIB employees, clients and/or stakeholders). Please contact TAC if you have any questions about conflict of interest obligations and/ or how to make a disclosure.

**Privacy Statement

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