Extended Health and Dental Benefit Plan
Defined Benefit Pension Plan-OMERS
Hours of Work: 35 hrs/week
Closing Date: April 28, 2024
Opening Statement
We acknowledge that the City of Kingston is situated on traditional Anishinabek (Ah- nish-in-ah-bay), Haudenosaunee (Ho-den-o-show-nee) and Huron-Wendat (huron-wen·dat) territory and is the home of many Indigenous peoples. We are grateful to reside and work on this land.
Kingston is a smart, livable city in the heart of eastern Ontario. Its stable and diversified economy includes global corporations, innovative start-ups and all levels of government. Kingstonians enjoy a high quality of life with access to world-class education and research institutions, advanced healthcare facilities, affordable living and vibrant entertainment and tourism activities.
We take our core values of Trust, Respect, Integrity and Pride seriously and apply these standards to everything we do. We foster a working environment that reflects our community’s diversity and respects people’s dignity, ideas and beliefs. The City of Kingston views diversity as its strength and encourages people from all backgrounds, including but not limited to women, racialized groups, Indigenous peoples, Persons with Disabilities and persons who identify as members 2SLGBTQIA+ communities, to apply.
Position Summary
*Note this is a temporary position covering full-time hours for up to 12 months*
Under the general direction of the Manager, Customer Experience, the Communications and Customer Experience Project Coordinator provides expertise and leadership for coordinating all aspects of the Customer Experience Strategy update, from inception to completion. They also support the planning, analysis, and implementation of corporate customer service standards. This individual will collaborate with various interested parties, conduct research, interpret customer data, and provide actionable insights to help shape strategies that support and improve the corporate City’s customer experience.
KEY DUTIES AND RESPONSIBILITIES:
Liaise with management team to define project requirements, scope, objectives, and deliverables that align with organizational goals.
Apply sound project management practices and methods during the entire project lifecycle including research, design, implementation, public engagement, measurement, and follow up as well as using effective documentation and technology to manage the project and communicate progress.
Analyze project progress and provide management with regular status updates, and when necessary, adjust scope or timeline to achieve optimal results.
Develop and maintain project performance that tracks overall progress and achievement of milestones and/or deliverables.
Forsee the resources needed to complete the project.
In conjunction with the Manager, Customer Experience, plan the work and tasks for the project.
Generate data-driven recommendations and action plans to enhance customer experience and help identify customer service issues/gaps.
Able to apply technical expertise and judgment.
Work with specific business units to understand customer base segmentation, including behaviour, preferences, and demographics to personalize interactions.
Demonstrate strategic thinking and sound judgment to prioritize and organize various project phases in line with Council and Corporate priorities/workplans and risk analysis.
Under the guidance of the Manager, Customer Experience, coordinate efforts across the entire project.
Engage with internal resources, interested parties, and the community to understand needs and preferences when interacting with the City. This includes the scheduling and facilitation of interviews, focus groups, or other feedback collection opportunities in conjunction with the Communications team.
Manage the project scope to ensure the project is completed within agreed-to timelines.
In conjunction with the Manager, Customer Experience, ensure all project risks are identified, managed, or mitigated.
Provide professional opinion, advice and guidance to management and other City departments on the projects, policies, programs, and services provided with respect to relevant corporate initiatives.
Under the direction of the Manager, Customer Experience, prepares reports and revised Customer Experience Strategy – for presentation to senior leadership and CMT for approval.
Collaborate and build relationships within the corporation, serving as a conduit between internal departments and CX management for the purpose of the project, while ensuring alignment with business goals and customer needs.
Organize and coordinate the preparation, review, and submission of required reports, presentations, correspondence, and other strategy documents - ensuring clarity, completeness, accuracy. Perform research, planning, technical and administration work.
Stay informed about industry trends, competitive landscapes, and emerging technologies to suggest innovative solutions for improving customer experience.
Apply project management expertise and sound judgment.
Other duties as assigned.
Qualifications,Competencies
3-year diploma in Communications, Data Analytics, Marketing, Business Administration, Public Relations, or a related field.
2-3 years experience in project development, working in a dynamic customer service environment with evolving customer needs and expectations, preferably in a municipal setting.
Previous experience developing, coordinating, overseeing projects, documenting processes, and communicating with internal and external audiences.
Experience working collaboratively with all levels of management and staff.
Experience in data analysis and interpretation with a strong proficiency in data analytics tools and techniques and making data-driven recommendations for improvement.
Experience facilitating meetings and guiding projects, considered an asset.
Experience in consultation and engagement is considered an asset, preferably within municipal or government setting.
Must demonstrate Corporate Competencies: Customer Focus, Results Orientation, Integrity, and Teamwork.
Skills, Abilities,Work Demands
Solid understanding of customer experience principles and methodologies.
Excellent communication skills, both written and verbal, for presenting findings and recommendations.
Strong time and project management skills with the ability to prioritize activities and meet deadlines.
Collect, analyse, and interpret complex information from various sources, including surveys, feedback, and transactional data, to identify trends, patterns, and insights that can inform customer experience initiatives.
Ability to think strategically with excellent problem-solving, research, and critical thinking skills.
Proficiency using relevant software applications (e.g., Microsoft Office Suite, data analysis tools).
Strong relationship builder and collaborator, with ability to work independently, liaise with key interested parties, and function effectively with minimal supervision.
Knowledge of relevant legislation, statutes, framework, and regulations related to municipal and program specific operations including the Municipal Act and Assessment Act, considered an asset.
Must obtain and maintain a satisfactory criminal record check.
Occasional requirement to work outside of regular office hours and/or flex schedule in order to accommodate engagement activities.
Closing Statement
Please inform us of any accommodations we need to make to ensure a barrier-free recruitment experience. Accommodations are available in accordance with the Ontario Human Rights Code (OHRC)and Accessibility for Ontarians with Disabilities Act (AODA) at any stage in the recruitment process. We’re happy to provide more information if you email us at HRCity@cityofkingston.ca.
Please apply to Career Opportunities at: www.cityofkingston.ca/Careers
Your resumé must demonstrate how you meet position requirements. Please upload to your profile any educational Degrees, Diplomas and/or Certificates that are relevant and required for the position. We thank all who apply, however, only those selected for further consideration will be contacted. Information collected will be handled in accordance with the Municipal Freedom of Information and Protection of Privacy Act.
Salary: $65,779.71 - $82,182.46/Year
Extended Health and Dental Benefit Plan
Defined Benefit Pension Plan-OMERS
Hours of Work: 35 hrs/week
Closing Date: April 28, 2024
