Manager, Customer Experience & Analytics

Requisition ID: 4116
Affiliation: Exempt
Position Type: Permanent Full Time
Number of Openings: 1
Bi-weekly Working Hours: 70 hours bi-weekly
Shift/Work Schedule: Monday - Friday
Department/ Branch: Planning & Development Services, Customer Experience
Job Location: Fort McMurray

Starting Salary Range*: $141,208 - $149,277 (Pay Band H)
COLA: Bi-Weekly - $480

Posted (dd/mm/yyyy): 21/02/2026
Closing Date (dd/mm/yyyy): 08/03/2026
Posting Type: Internal and External

*The Municipality offers a competitive compensation package, including an attractive base salary, excellent benefits, retirement plans, and more. The starting salary for this position is within the range listed above and will be dependent upon the qualifications and experience of the successful candidate.

We strive to make our hiring process accessible to all candidates. If you require accommodation for the interview or any other part of the application process, please let us know.

GENERAL DESCRIPTION:

The Manager, Customer Experience and Analytics oversees customer service-based functions and data analytics research within the Planning and Development Services Division. This role leads and manages a team to drive process improvements to facilitate development related economic activity in the region. The Manager, Customer Experience and Analytics leads permitting frontline staff to provide exceptional customer service, throughout the permit and development process. This role will work collaboratively with all departments in the Planning and Development division to streamline steps and processes to optimize customer satisfaction and increase operational efficiency. The Manager, Customer Experience and Analytics, also leads a team that researches, analyzes, and reports on the Region's economic and demographic trends using municipal and third-party data to inform various municipal projects and statutory plans, enhancing the overall customer experience within Planning and Development Services. Primary responsibilities include:

Departmental Management: Assists the Director, Planning and Development Services with overall customer service delivery and process improvement initiatives within the division. Oversees daily operations, budgeting, strategic planning, and department/branch initiatives. Maintains accurate records and documentation as required by municipal policies. Responsible for developing and ensuring maintenance of information, processes, guidelines, and tools to maintain a high level of service for internal and external customers and ensuring reporting metrics are produced and communicated. Leads projects such as Municipal Census, Regional Population Projections, etc.

Leadership: Oversees divisional customer service functions, ensuring high service delivery standards and compliance with municipal regulations and standards. Manages daily activities and delivery of customer service. Conducts regular performance reviews and provide constructive feedback. Develops and implements training programs, customer service policies, and standard operating procedures (SOP). Handles escalated customer complaints and resolve issues promptly and effectively. Gathers and analyzes customer feedback to identify areas for improvement and develop business solutions to address gaps.

Implementation of Strategies: Utilizes data analytics to monitor and improve customer service operations. Develops and maintains dashboards and reports to track key performance indicators (KPIs). Provides insights and recommendations based on data analysis to drive strategic decision-making. Identifies and implements process improvements to enhance efficiency and service quality. Collaborates with other departments to streamline workflows and improve interdepartmental coordination. Leads projects to provide exceptional customer service, streamline steps and processes, and support long-range regional strategic plans to facilitate economic activity in the region.

SKILLS REQUIREMENTS:

• Demonstrated proficiency in data analysis tools and methods (SQL, Python, Microsoft PowerBI, Tableau, etc.), including experience working with third-party large datasets.
• Ability to analyze data (spatial and non-spatial) and draw meaningful insights.
• Experience and understanding of GIS tools such as ArcMap or ArcGISPro.
• Sound knowledge of all aspects of municipal government, with strong political awareness and sensitivity.
• Strong communication skills, with the ability to establish and maintain effective working relationships with internal and external contacts; interacting in a manner that builds trust, credibility, and rapport.
• High emotional intelligence capacity, including dealing effectively with ambiguity and remaining calm and neutral in conflict situations.
• Proven ability to be discreet, keep all information and documentation strictly confidential, and respectfully and sensitively resolve issues.
• Demonstrates a commitment to providing excellent service to customers.
• Inspires and motivates the team to achieve goals and deliver high-quality service.
• Experience with prioritizing workflow, managing projects and teams, and completing time sensitive tasks in a fast-paced environment.
• A continuous improvement attitude and an ability to seek greater knowledge of systems, processes, and opportunities with Planning and Development Services and across the Municipality.
• Simplifying processes

EDUCATION:

• Degree in Business Administration, Public Administration, Statistics, Economics, Computer Science, or a related field.
• Diploma or Certificate in Data Science is an asset.
• An equivalent combination of education and work experience may be considered.

EXPERIENCE:

• Ten (10) years of experience in customer service management, with a minimum of five (5) years of experience in a supervisory role.
• Experience with project management and working in a municipal planning environment is considered an asset.
• Experience working in a public sector environment with unionized and non-unionized employees considered an asset

OTHER REQUIREMENTS:

• Submission of a Criminal Record Check.
• A valid Class Five (5) Operator’s License is an asset.
• May be required to work outside of regular business hours.

SAFETY:

As an employee of the Regional Municipality of Wood Buffalo, the incumbent is responsible and accountable for knowing and working in accordance with the Health and Safety Directive. As per section 2 of the Occupational Health and Safety Act, the incumbent shall ensure while in the employ of the Regional Municipality of Wood Buffalo the health and safety of employees, contractors and the public.

This position is employed in a supervisory capacity. As such the employee is required to obtain additional safety training in accordance with municipal procedures and directives.