Customer Experience Associate
City of Kitchener, The Corporation of (ON)
Kitchener, ON

As the Customer Experience Associate, you understand the importance of delivering a consistent and meaningful experience across all City touchpoints and channels. Reporting to the Supervisor, Customer Experience, you’ll help identify and improve the end-to-end experience citizens have with City services and service channels they interact with daily.

Customer Experience Program: Assists in the implementation of a city-wide ‘Customer Experience Program’ to identify and prioritize customer service improvement projects/initiatives/reviews based on the detailed review and analysis of service data and customer feedback.

Collects, analyzes and reports service data from corporate sources and customer feedback across all departments.
Liaises with Department Heads and their Service Coordination and Improvement Managers in each department to ensure customer experience data and customer feedback from their respective departments are collected and considered effectively as a part of the corporate-wide customer experience program.
Works directly with individual Department Heads and their Service Coordination and Improvement Managers to identify, resource and execute customer experience projects within each department.

Corporate Customer Feedback Program: Maintains the ongoing monitoring of a corporate program to collect, analyze and report on customer satisfaction from business lines within all departments of the corporation.

Monitors and delivers the ongoing corporate program to collect, analyze and report on customer satisfaction across City services, including service data from corporate sources across all departments.
Leads campaigns and initiatives to engage citizens in customer service initiatives including: Corporate Customer Service Review, journey-mapping, focus groups etc.
Works closely with frontline staff and supervisors responsible for individual programs and services across all departments to execute the program. Work with staff to build consensus, overcome resistance, and ensure engagement and successful participation in the program.
Regularly prepares and delivers reports on the findings of the customer feedback program to the Corporate Leadership Team and City Council, and utilized to set departmental and corporate priorities for service improvements.

Customer Experience Improvement: Facilitates the implementation of cross-departmental and/or organization service strategies that optimize customer experience and ensure service consistency across channels.

Utilizes customer experience data and customer feedback to examine services and programs delivered by all departments of the City (including underlying policies and processes) and make recommendations to improve the customer experience.
Plans and manages service improvement projects that may lead to process and procedure redesigns.
Oversees and reports on service improvement projects and is accountable for ensuring service improvement/change projects are completed on time and on budget. Secures resources (financial, human, materials, partnerships, equipment, access to systems), and communicates project status and desired results to diverse stakeholders – including CLT and City Council.

Customer Service Improvement Guidance / Support: Provides guidance, support and recommendations to staff (Department Head, management, Internal Auditor, Service Coordination & Improvement Managers) across all departments on various types of service improvement projects/initiatives/process reviews that are focused on improving customer experience and are being drive by the business units.

Acts as a corporate resource on the customers’ voice – providing guidance, support and recommendations to staff service owners across all departments about opportunities for customer service improvements, service design and service solutions that are based in expertise in customer feedback and data analysis.
Participate in the creation and delivery of formal change management plans for individual service improvement projects/initiatives/reviews to ensure internal support for changes to processes, procedures, service standards, etc…
Identifies improvements, emerging trends, issues and best practices related to citizen service and service delivery through maintaining an awareness of industry/municipal trends.

Three-year degree in a related field and 2-4 years’ experience in a related customer service or communications role.
Previous experience with customer experience solution design is preferred
Must have excellent written and verbal communications skills
Must demonstrate strong interpersonal skills and be a proven collaborator
Must have project management capabilities
Must have experience working with and facilitating a wide variety of stakeholders (citizens and staff)
Ability to synthesize a broad range of research and information into concise presentations for staff, CLT, City Council, the media and the public
Ability to manage time, balance multiple tasks and projects and constantly work with changing priorities
Commitment to continuous improvement and providing excellent customer service

Please note that as per Human Resources Policy #II-110, “Employment of Relatives of Staff Members and Elected Officials”:
“The immediate relatives of staff of the Human Resources Division, all Directors, Deputy Chief Administrative Officer, or the Chief Administrative Officer and Elected Officials shall not be employed by the City in any capacity.
The immediate relatives of all other Management personnel shall not be employed where such employment would be:
1. within the same Department in the case of permanent full-time, temporary full-time and part-time classifications.
2. Within the same Division in the case of students.”

We are committed to diversity and inclusion, and thank all applicants in advance. Accommodations are available during all stages of the recruitment process in accordance with the Human Rights Code. We thank all applicants for their interest, however only candidates selected for further consideration will be contacted