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Team Lead, Customer Experience Planning At City of Calgary

Location: Calgary, Alberta

Job Description

If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.
The Team Lead, Customer Experience Planning is responsible for building and leading a team that effectively utilizes customer data, and collaborates across the Water Utility to develop and revise Utility policies, standards and processes for an improved customer experience. Primary duties include:
  • Conduct customer insights research planning and implementation to support the Water Utility on its journey to put the customer at the heart of everything we do, including supporting customer engagement to inform levels of service.
  • Develop and/or provide input to policies, standards, and processes, and facilitate customer journey mapping to define customer experiences.
  • Responsible for long term planning required for future Utility Billing and Customer Care Contracts.
  • Provide leadership, direction, coaching, and supervision to the Customer Experience Planning team members.
Qualifications
  • A degree in communications, marketing, business management, or a degree in a discipline related to customer experience management.
  • A minimum of 4 years of business experience, including progressively responsible assignments in areas such as customer insights research, customer journey mapping, building stakeholder relationships, influencing, change management, customer standards, and policy development and process implementation.
  • Equivalent combinations of experience and education will be considered.
  • Ability to work effectively in a team and facilitate consensus in a multiple stakeholder environment.
  • Success in this role requires: effective communication; business skills and acumen, including risk assessment and mitigation, work plan preparation, and monitoring; and strategic planning and implementation.
  • Critical and systems thinking expertise, to allow for an understanding of inter-related and interdependent variables, and the ability to find creative solutions to manage multiple user demands.
  • Supervisory and leadership experience is preferred.
Pre-employment Requirements
  • Successful applicants must provide proof of qualifications.

Union: Exempt


Business Unit: Water Resources
Position Type: Permanent
Location: 625 25 Avenue S.E
Compensation: Level E $77,891 - 117,609 per annum
Days of Work: This position typically works a 5 day work week,
earning 1 day off in each 3 week cycle.
Hours of work: Standard 35 hour work week
Audience: Internal/External
Apply By: May 3, 2019
Job ID #: 302048