Director, Customer Experience

Job Title

Director, Customer Experience

Status

Regular Full-Time

Temporary - Approximate length of assignment, in months

Type of Position

an Addition to Staff

Start Date

Immediate

Salary

Annually

Salary Grade

$168,015.00 - $197,574.00

Department

York Region ->

Corporate Services ->

Digital & Customer Experience

Location

Corp. Srvs-Commissioner's Office - 17250 Yonge Street - Newmarket, ON L3Y 6Z1 CA (Primary)

Hybrid work opportunities may apply - CA

Job Description (E)

ABOUT US

Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada - and the fastest growing with a population that's expected to grow to more than 2 million by 2041.

Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people.

Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER

Consistently named one of Canada's Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace - aligned with our vision to create strong, caring and safe communities both within and outside our walls.

Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life.

Eligibility from date of hire as a full-time employee and includes employer-matched contributions.

• Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
• Benefits and Wellness - Employees and their loved ones have access to a comprehensive employer-paid benefits plan that includes extended health, dental and life insurance, access to a 24 / 7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services.
• Inclusive and Diverse Workforce - We're committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination.

Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.

ABOUT THE ROLE

York Region is embarking on a Digital and Customer Experience transformation journey to help ensure our practices, systems, decisions and digital experience always prioritize the customer - whether it's a resident, business owner, visitor or employee.

We're restructuring to bring all our digital functions together at a corporate level, and we're looking for an experienced leader to help us carry out our vision as the new Director, Customer Experience.

Being a corporate priority under new leadership, we're ready for change. We're offering you an opportunity to develop and lead the Region's customer service vision for a new, integrated corporate contact centre, based on the customer experience strategy, which will act as the primary point of contact for in-person, phone and digital customer interactions.

Reporting to the General Manager, Digital, Data, Technology, and Customer Experience, you'll develop, lead and implement an integrated customer experience strategy that aligns with the Region's objectives to enhance customer satisfaction and engagement.

With a focus on improving the end-to-end customer journey and access to services, you'll lead the development and implementation of strategies and customer service standards to ensure the customer's voice is always at the centre of continuous customer service delivery improvements.

You'll develop key performance indicators (KPIs) and map customer interactions to ensure accountability, identify areas for improvement and ensure a seamless customer experience.

You'll also manage staff and budgets, providing ongoing direction for all areas of the Branch.

WHAT YOU'LL BE DOING

• Lead the development and execution of a comprehensive, integrated customer experience strategy that aligns with the Region's overall objectives and enhances customer satisfaction and engagement.
• Responsible for the creation and buildout of a new integrated corporate contact center based on the customer experience strategy with a focus on the end-to-end customer journey and excellent customer experience.
• Responsible for the leadership, development and implementation of customer service strategies and service excellence standards, evaluating them against benchmarks for industry best practices, to ensure quality of service to customers.
• Responsible for continuous improvement in service delivery and ensuring that the voice of the customer is central to all service delivery improvements throughout the Region.
• Develop and implement measurement processes / tools and key performance indicators (KPIs) for services provided by the Customer Experience Branch to ensure measurement and accountability for continuous review and improvement of customer experience and service delivery.
• Oversee the mapping and analysis of customer interactions to identify pain points and opportunities for improvement, ensuring a seamless and positive experience across all touchpoints.
• Collaborate with other department leadership to ensure a consistent and integrated approach to customer service and experience.
• Work with Director, Digital Transformation and Service Delivery Business Partners to enable seamless integration of multiple communication channels, ensuring consistent and efficient customer service across all platforms.
• Collect and analyze customer feedback to identify trends and areas for improvement and work with the Director, Digital Transformation to implement solutions that enhance the overall customer experience.
• Report on the effectiveness of customer experience strategies to senior management, providing insights and recommendations for continuous improvement.
• Provide ongoing overall direction, goal and strategy setting, development of objectives, policies, and procedures and continuous improvement for all areas of the Branch.

WHAT WE'RE LOOKING FOR

• Successful completion of a University Degree in public administration, business administration, communications or related field or approved equivalent combination of education and experience.
• Minimum of ten (10) years demonstrated experience in customer service, customer experience management, or a related field, including a minimum of five (5) years of progressive transformational leadership experience leading people leaders and overseeing customer service operations, developing and implementing strategic plans, policy, and objectives in a large public sector organization.
• Demonstrated knowledge of applicable legislation, municipal and Regional government organization and structure, industry standards, issues and communities served.
• Knowledge of and demonstrated ability in strategic planning, change management design, process, and implementation strategies to optimize both quality and cost-effectiveness of services.
• Ability to demonstrate leadership competencies including operating strategically, leveraging diversity and differences, customer focused, ensuring accountability, managing complex problems, financial management, employing interactive and effective communication, fostering collaborative relationships, cultivating engagement to drive vision and purpose, managing, and developing talent, establishing and maintaining trust, displaying self-awareness, and demonstrating resiliency.

Council Approval Date

Scheduled Weekly Hours

Scheduled Shifts

Operational Hours

Close Date

December 4, 2024

of Hires Needed

Union

Non Union Staff

Please apply online by 5 : 00PM EST of the closing date indicated above. We thank all candidates for their interest; however, only those selected for an interview will be contacted via email.

York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve.

Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email redacted or call redacted extension 75506.

Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.

Click here for more details on Benefits and Perks .