Specialist, Service Experience

Region of Peel

  • Mississauga, ON
  • $89,469-111,834 per year
  • Permanent
  • Full-time
  • 13 days ago
Specialist, Service ExperienceCorporate Services – Marketing and CommunicationsStatus: (1) Regular Full-time positionSalary Range: $89,469 to $111,834 per annum (plus comprehensive benefits)Work Mode: Hybrid *see below for more details about this work modeHours of Work: 35 hours per weekThe 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 you will do in this role:
  • 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.
  • Apply organizational change management methods to drive acceptance of service improvements and project solutions.
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 Management certification (PMBOK, Certified Change Agent) or equivalent designation.
  • Lean and/or Six Sigma certification (Green Belt) or equivalent designation or training.
Perks @ Peel and why you will love working for us:
  • Comprehensive Health, Dental, Vision benefit plan including psychological health (effective immediately upon hire)
  • Automatic enrolment into OMERS pension plan
  • Accrue vacation on a monthly basis up to 3 weeks per annum
  • 3 paid personal days and floating holidays
  • Flexible hours supporting your wellness and wellbeing
  • Annual performance review and merit increases based on performance
  • Supportive leadership and a culture of respect and inclusion
  • Access to tuition reimbursement (where applicable) and learning and development resources
The Region of Peel offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved.Interview: Our recruitment process will be completed in-person. You will recieve more details, if selected for an interview.If this opportunity matches your qualifications and experience, please apply on-line.About UsPeel Region consists of the cities of Brampton and Mississauga, and the town of Caledon. Peel Region delivers essential services to more than 1.5 million residents and approximately 175,000 businesses.We’re working to create a community that is safe, inclusive, and accessible. A place where everyone feels they belong and can access the services they need to thrive throughout each stage of life.Our workforce is 6,700 strong and since 1974, we’ve been delivering a wide range of resident focused services. Our services include paramedic services, health programs, long-term care and services for seniors, child care support, garbage collection and recycling, waste water and water treatment, road maintenance, financial assistance, and housing support.Recognized by Canada's Healthy Workplace Month® with the presented by Excellence Canada, Peel Region is a place where everyone feels they belong. We strive to develop a workplace that values and respects diversity, practices inclusion, recognizes the unique contributions and abilities of all people and facilitates innovative thinking. At Peel Region, people come first. Each employee has an important role within our community and when we work together, it’s impactful. We encourage you to in delivering essential services and programs to our diverse community. You won't find a better opportunity than Peel Region.Additional InformationPeel Region is committed to a diverse and inclusive workplace where everyone is respected and valued for their contributions, and where everyone is treated fairly and has opportunity to grow and develop. As one of the most diverse regions in Canada, we are committed to establishing a qualified workforce that is reflective of the population we serve.Peel Region is committed to providing accommodations throughout the recruitment process, upon request. If you require accommodation, please notify us and we will work with you to meet your needs. Accessible formats and communication supports are available. Please contactPlease be advised, Peel Region uses email to communicate with applicants for open job competitions and does not use AI technology in any part of the recruitment process. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e., testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the position and your application will be removed from the competition.

Region of Peel