Reporting to the Director, 311 & Insights, the Manager, Engagement & Research will provide strategic leadership for the City's research and engagement functions. You will help shape how the organization listens, learns, and responds to the needs of Calgarians by ensuring community perspectives and evidence-based insights inform decision-making, service delivery, and corporate priorities.
This role leads multidisciplinary teams responsible for public engagement and public opinion research. As a trusted advisor, you will work closely with Executive Leadership, Council, and business units to address complex issues, navigate competing priorities, and deliver meaningful outcomes for Calgarians. Primary duties include:
Strategic Leadership, Governance & Corporate Advisor
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Lead the City's engagement and research functions through strategic planning, business planning, performance measurement, and service improvement and transformation initiatives to ensure services meet the needs of Calgarians and internal partners and will position insights from Calgarians to inform decision making.
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Serve as a trusted advisor to Executive Leadership, Council, and partners, providing sound advice, recommendations, and strategic direction on complex and high-profile matters.
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Anticipate emerging issues and opportunities, ensuring research and engagement activities support organizational direction.
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Use a customer experience approach to anticipate business needs and proactively advise on appropriate engagement and research activities.
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Ensure compliance with legislation, governance frameworks, engagement standards, and corporate policies while proactively identifying and managing organizational risks.
Research, Engagement & Business Intelligence
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Lead subject matter experts on the design and delivery of public engagement, internal and external consultation and public opinion research programs.
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Ensure research and engagement activities generate credible, meaningful, and actionable insights that support evidence-based decisions and service improvements.
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Oversee the collection, analysis, interpretation, and communication of qualitative and quantitative information.
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As a member of the 311 & Insights Management team, participate in the integration of data sources from across the business unit and the organization to create new insights that drive service improvement and customer service and experience enhancements for Calgarians.
People Leadership & Relationship Management
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Lead, develop, coach, and mentor a team of highly skilled professionals while fostering a culture of accountability, collaboration, continuous learning, and innovation.
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Build and maintain strong relationships with senior leaders, internal partners, community interested parties, service providers and external organizations.
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Facilitate collaboration and navigate competing interests to achieve effective solutions and advance corporate objectives.
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Create an environment where subject matter experts can contribute their expertise while maintaining focus on broader community outcomes.
