Communications & Customer Experience Project

**Opening Statement**

We acknowledge that the City of Kingston is situated on traditional Anishinabek (Ah
- nish-in-ah-bay), Haudenosaunee (Ho-den-o-show-nee) and Huron-Wendat (huron-wen-dat) territory and is the home of many Indigenous peoples. We are grateful to reside and work on this land.

Kingston is a smart, livable city in the heart of eastern Ontario. Its stable and diversified economy includes global corporations, innovative start-ups and all levels of government. Kingstonians enjoy a high quality of life with access to world-class education and research institutions, advanced healthcare facilities, affordable living and vibrant entertainment and tourism activities.

**Position Summary**

*Note this is a temporary position covering full-time hours for up to 12 months*

Under the general direction of the Manager, Customer Experience, the Communications and Customer Experience Project Coordinator provides expertise and leadership for coordinating all aspects of the Customer Experience Strategy update, from inception to completion. They also support the planning, analysis, and implementation of corporate customer service standards. This individual will collaborate with various interested parties, conduct research, interpret customer data, and provide actionable insights to help shape strategies that support and improve the corporate City’s customer experience.

KEY DUTIES AND RESPONSIBILITIES:
Liaise with management team to define project requirements, scope, objectives, and deliverables that align with organizational goals.

Analyze project progress and provide management with regular status updates, and when necessary, adjust scope or timeline to achieve optimal results.

Develop and maintain project performance that tracks overall progress and achievement of milestones and/or deliverables.

Forsee the resources needed to complete the project.

In conjunction with the Manager, Customer Experience, plan the work and tasks for the project.

Generate data-driven recommendations and action plans to enhance customer experience and help identify customer service issues/gaps.

Work with specific business units to understand customer base segmentation, including behaviour, preferences, and demographics to personalize interactions.

Demonstrate strategic thinking and sound judgment to prioritize and organize various project phases in line with Council and Corporate priorities/workplans and risk analysis.

Under the guidance of the Manager, Customer Experience, coordinate efforts across the entire project.

Engage with internal resources, interested parties, and the community to understand needs and preferences when interacting with the City. This includes the scheduling and facilitation of interviews, focus groups, or other feedback collection opportunities in conjunction with the Communications team.

Manage the project scope to ensure the project is completed within agreed-to timelines.

In conjunction with the Manager, Customer Experience, ensure all project risks are identified, managed, or mitigated.

Provide professional opinion, advice and guidance to management and other City departments on the projects, policies, programs, and services provided with respect to relevant corporate initiatives.

Under the direction of the Manager, Customer Experience, prepares reports and revised Customer Experience Strategy - for presentation to senior leadership and CMT for approval.

Collaborate and build relationships within the corporation, serving as a conduit between internal departments and CX management for the purpose of the project, while ensuring alignment with business goals and customer needs.

Organize and coordinate the preparation, review, and submission of required reports, presentations, correspondence, and other strategy documents - ensuring clarity, completeness, accuracy. Perform research, planning, technical and administration work.

Stay informed about industry trends, competitive landscapes, and emerging technologies to suggest innovative solutions for improving customer experience.

Other duties as assigned.

**Qualifications,Competencies**

3-year diploma in Communications, Data Analytics, Marketing, Business Administration, Public Relations, or a related field.

2-3 years experience in project development, working in a dynamic customer service environment with evolving customer needs and expectations, preferably in a municipal setting.

Previous experience developing, coordinating, overseeing projects, documenting processes, and communicating with internal and external audiences.

Experience working collaboratively with all levels of management and staff.

Experience in data analysis and interpretation with a strong proficiency in data analytics tools and techniques and making data-driven recommendations for improvement.

Experience facilitating meetings and guiding projects, considered an asset.

Experience in consultation and engagement is considered an asset, preferably within municip