Client Experience Consultant

3 weeks ago

Kitchener, Canada Region of Waterloo Full time

Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving, and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect, and innovation.

This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people's lives through the work that we do. We are looking for people like you to help make it happen.

**Our Team**:
As a member of the Talent Acquisition, Client Experience and Solutions Division, you will be part of a team who supports regional staff from across the organization to deliver world-class service experiences for our clients. You will work with other Human Resources and Citizen Service staff and service leaders and managers across the organization to enhance client experiences with our services through service planning and development, a human-centred design lens, evaluations, and implementation of training resources. You will be part of building a service standards framework to deliver quality client experiences with an equity-centred design lens that includes a service feedback program, guidelines, policies, standards and employee training resources that will be implemented across the organization to support staff who deliver regional services.

**The Opportunity**:
You will provide service design, planning and evaluation leadership, support, and expertise to clients.

You will lead cross-departmental teams to develop and implement strategic change plans, meet project outcomes, and ensure accountability is appropriately assigned.

You will develop and implement governance structures to support collaboration and accountability.

You will collect client feedback on external and internal services and support Human Resources on employee surveys.

You will use adult learning and change management principles to communicate service-related policies, guidelines, and training in partnership with other HR staff.

You will identify issues, needs, resources, and opportunities for integrated service planning across divisions, departments, and within the community.

You will participate in communicating planning processes and represent the Division/Department on committees and at community functions.

You will analyze trends in customer service, human-centred design, legislation, compliance requirements, and alternative methods of service delivery.

You will participate in special projects related to the Accessibility for Ontarians with Disabilities Act (AODA), such as external committees and reporting organizational compliance to the Corporate Leadership Team and the Province.

You will participate in purchasing of service agreements, negotiations of legal agreements, and analyzing budgets.

You will respond to information and service requests from the public and communicate policies, directions, priorities, and information to service providers and community agencies.

Knowledge of end-to-end service design principles and implementation, human-centred design, program development and project management, facilitating service improvement initiatives, and factors that impact satisfaction with government services, such as issues related to multi-channel services, process redesign and equitable access, normally acquired through a university degree in a related field, plus progressively responsible related experience.

Demonstrated experience in building a modern customer experience/user experience (CX/UX) strategy that includes knowledge of end-to-end service design, customer journey mapping, empathy mapping and digital services.

Knowledge of and ability to stay current on service trends and developments in service design, equity-centred design, human-centred design, and technology as it relates to multi-channel options.

Knowledge of quantitative and qualitative customer satisfaction research methodology, survey design and implementation, statistical data analysis techniques and service metrics and measures.

Research, analytical, organizational, continuous improvement, and problem-solving skills to create project goals and objectives, evaluate and interpret legislation, guidelines, and direction, develop cross-departmental work plans, make rational judgments, and organize events.

Ability to take a broad view of issues and trends and perceive their longer-term impacts to make recommendations on service design, improvement, and resourcing.

Communication, human relations, leadership, facilitation, and negotiation skills to motivate and support clients, build consensus, communicate effectively and coordinate activities with multiple stakeholders and diverse client groups.

Computer skills with the ability to use software such as databases, survey d

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