Director, Customer Experience

Status - Regular Full-Time - Temporary - Approximate length of assignment, in months - Type of Position - an Addition to Staff - Start Date - Immediate - Salary - Annually - Salary Grade - $168,015.00 - $197,574.00 - Department - York Region -> Corporate Services -> Digital & Customer Experience - Location - Corp. Srvs-Commissioner's Office - 17250 Yonge Street - Newmarket, ON L3Y 6Z1 CA (Primary) - Job Description (E) **ABOUT US** Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada - and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources. **WHAT WE OFFER** Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace - aligned with our vision to create strong, caring and safe communities both within and outside our walls. - Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions. - Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations. - Benefits and Wellness - Employees and their loved ones have access to a comprehensive employer-paid benefits plan that includes extended health, dental and life insurance, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. - Inclusive and Diverse Workforce - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership. **ABOUT THE ROLE** York Region is embarking on a Digital and Customer Experience transformation journey to help ensure our practices, systems, decisions and digital experience always prioritize the customer - whether it’s a resident, business owner, visitor or employee. We’re restructuring to bring all our digital functions together at a corporate level, and we’re looking for an experienced leader to help us carry out our vision as the new Director, Customer Experience. Being a corporate priority under new leadership, we’re ready for change. We’re offering you an opportunity to develop and lead the Region’s customer service vision for a new, integrated corporate contact centre, based on the customer experience strategy, which will act as the primary point of contact for in-person, phone and digital customer interactions. Reporting to the General Manager, Digital, Data, Technology, and Customer Experience, you’ll develop, lead and implement an integrated customer experience strategy that aligns with the Region’s objectives to enhance customer satisfaction and engagement. With a focus on improving the end-to-end customer journey and access to services, you’ll lead the development and implementation of strategies and customer service standards to ensure the customer’s voice is always at the centre of continuous customer service delivery improvements. You’ll develop key performance indicators (KPIs) and map customer interactions to ensure accountability, identify areas for improvement and ensure a seamless customer experience. You’ll also manage staff and budgets, providing ongoing direction for all areas of the Branch. **WHAT YOU'LL BE DOING** - Lead the development and execution of a comprehensive, integrated customer experience strategy that aligns with the Region’s overall objectives and enhances customer satisfaction and engagement. - Responsible for the creation and buildout of a new integrated corporate contact center based on the customer experience strategy with a focus on the end-to-end customer journey and excellent customer experience. - Responsible for the leadership, development and implementation of customer service strategies and service excellence standards, evaluating them against benchmarks for industry best practices, to ensure quality of service to customers. - Responsible for continuous improvement in service delivery and ensuring th