Join Our Team!

Communications and Public Engagement is looking for a Customer Experience Improvement Lead.

The Work You Will Be Involved In:

The Customer Experience Improvement Lead is responsible for advancing customer-focused service delivery across the organization. This role provides strategic and operational leadership in customer experience, including the development of corporate service standards, coordination of customer service processes, and support for cross-departmental service improvements. The position also oversees key customer-related programs and systems to ensure consistent, accurate, and responsive service across all business units. 

• Leads the development, implementation, and sustainment of corporate/enterprise policies, procedures, and standards for customer service, customer experience, and corporate service delivery.
• Acts as the main point of contact for Senior Management and City Council in resolving corporate customer experience issues.
• Hires and manages staff, assigns work schedules, assesses staffing needs, identifies and secures additional resources within the approved budget, approves staff development, and is responsible for performance management and discipline when required.
• Oversees the corporate knowledge base, including governance, taxonomy, content lifecycle management, quality assurance, and alignment with corporate service standards.
• Manages and monitors the Corporate Councillor Enquiry Program and recommends improvements to responsiveness, transparency, and service consistency.
• Manages the Corporate Customer Conduct tracking system and related correspondence, ensuring consistent application of corporate protocols.
• Leads the development, monitoring, and reporting of customer experience measures, including citizen satisfaction, complaint resolution timelines, service level performance metrics, and other measures to improve municipal service delivery.
• Oversees Voice of Customer (VOC) programs, including feedback collection, analysis, reporting, and action planning.
• Leads customer journey mapping to identify pain points, service gaps, and opportunities to improve customer experiences across channels.
• Coordinates and supports the Corporate Service Ambassador Program.
• Coordinates with management to establish customer service requirements, priorities, standards, and project plans.
• Develops and implements corporate customer complaint and resolution protocols, including processes, timelines, escalation paths, and reporting mechanisms.
• Responds to complex, multi-departmental enquiries referred by departments across the organization, ensuring timely, customer-focused resolutions.
• Coordinates with internal stakeholders to align citizen-centric initiatives across business units and foster relationships that support a unified service experience.
• Identifies individuals or groups to act as primary contacts for customer requests requiring multiple organizational stakeholders.
• Supports business improvements by identifying, analyzing, and documenting gaps between current and desired customer experience processes, identifying opportunities for training, simplification, automation, and service integration.
• Identifies and develops corporate, departmental, and divisional training to support implementation of customer experience standards.
• Facilitates training programs for diverse audiences throughout the organization.
• Maintains awareness of emerging customer experience trends, technologies, and best practices through benchmarking, conferences, and published resources.
• Prepares and monitors the Customer Experience budget.
• Acts as the Manager of Service Saskatoon when required.
• Performs other related duties as assigned.

Competencies

Enhance Customer Experience

Excel in Strategy and Operations

Empower People and Ideas 

What We Are Looking For:

• Degree in business administration, commerce, public administration, or equivalent in related field.
• 7-9 years progressively responsible experience in customer service delivery, customer experience, or service design, including policy development and implementation.
• Experience leading corporate customer experience initiatives, including service standards, customer journey mapping, Voice of Customer programs, or customer experience measurement.
• Experience managing or governing a corporate knowledge base, knowledge management system, or enterprise content environment.
• Thorough knowledge of customer service and municipal delivery principles, processes, trends and issues.
• Knowledge of municipal operations, programs, policies, and the legislative environment in which municipalities operate.
• Demonstrated ability to analyze data, interpret performance measures, identify underlying issues, and recommend service improvements.
• Demonstrated ability to establish and maintain relationships with the public, civic staff, representatives of other agencies and elected officials.
• Demonstrated ability to communicate effectively, including preparing reports, presenting to senior leadership, and translating complex information into clear, customer-focused language.
• Strong facilitation and training skills, with experience delivering training to diverse audiences.
• Skill in the use of Microsoft Office and familiarity with CRM systems, knowledge management platforms, and customer experience tools.

Apply With Us:

 If you are interested in the Customer Experience Improvement Lead position, but don't have all these qualifications - apply anyway. All applicants will be considered with an emphasis on relevant experience, education, and applicable skills.