Job Description
Specialist, Business Process Improvement
Corporate Services - Communications
Status: (1) Contract Full-time position - Up to 10 months
Salary Range: $94,555 - $118,069.00 per annum
Hiring Range: $94,555 - $106,262.00 per annum
Work Mode: Hybrid *see below for more details about this work mode
Hours of Work: 35 hours per week
The Service Experience office sets, maintains, and communicates Peel’s customer experience (CX) strategy. It delivers a consistent, comprehensive, and deliberate approach to CX across Peel. The goal is to design and deliver services for customers that meet their needs, are easy to use, and are enjoyable. Service Experience improves trust and confidence by ensuring service delivery meets the expectations of the Peel community.
The Service Experience Specialist works collaboratively with internal and external stakeholders to develop and strengthen processes that support a customer-focused service experience. They support CX improvement projects and initiatives that positively transform the end-to-end experience.
The Specialist brings expert understanding of business analysis, process improvement, and strategy development and implementation. They are adept at building collaborative working relationships across business areas and project-based teams. They use a variety of methodologies and innovative approaches to solve problems and improve processes to better meet customer expectations.
What you will do in this role:
- Contribute to the implementation of the Service Experience Strategy in the areas of CX research, enablement, metrics, culture, and prioritization.
- Drive partnerships and work collaboratively with internal stakeholders, such as business areas providing direct service delivery, and with external consultants and vendors.
- Design and lead customer understanding activities, including focus groups, brainstorming, journey mapping sessions, public engagement, and surveys.
- Develop standards and policies for service design, delivery, and other aspects of the customer experience, to ensure Peel’s services meet customer expectations.
- Support the Voice of the Customer measurement strategy to measure and analyze performance and feedback across key touchpoints. Leverage qualitative and quantitative customer data and trends to identify opportunities.
- Initiate and support service improvements to improve the customer experience, including the Digital Peel strategy and Contact Centre Optimization.
- Build a customer-focused culture by incorporating CX principles and best practices into the way all Peel employees work. This is done through development of training courses, employee recognition programs, and coordinating the annual Customer Service Week event.
- Facilitate teams through project management and process improvement initiatives using established methodologies.
- Assist with development and implementation of communication plans and tactics, including writing reports, presentations, and web content for an internal and external audience.
- Research CX best practices, participate in industry organizations, and attend events to learn and share information within and outside the public sector.
- Apply organizational change management methods to drive acceptance of service improvements and project solutions.
What the role requires:
- University degree or college diploma in business management, public administration, or related fields, combined with at least 3 years experience in the customer experience, business analysis, project, quality, or process management fields.
- Strong background in customer experience, user experience, product management, and/or digital marketing.
- Experience facilitating cross-functional team discussions, including well-developed negotiation skills and providing direction while not having direct authority.
- Expert knowledge of business process management and process improvement methods and tools.
- Strong interpersonal skills to be able to work with senior and executive management, departmental leadership, other levels of government, staff, and stakeholders.
- Ability to build relationships, collaborate, adapt, and work effectively in a variety of situations and with individuals or groups.
- Experience designing and testing digital services, including forms, portals, and web content.
Skills/Abilities:
- Critical thinking, strategic thinking, and decision-making abilities, including knowledge of Design Thinking and Systems Thinking approaches.
- Data analysis and research method skills.
- Ability to learn quickly, manage conflicting needs, and adapt to changing business conditions and needs, to deliver results under pressure and during times of ambiguity.
- Excellent written and verbal communication skills, including presentation skills.
Nice to have:
- Certified Customer Experience Professional (CCXP) designation is preferred.
- Lean and/or Six Sigma certification (Green Belt) or equivalent designation or training.
- Project Management Professional (PMP) designation.
- Certified Business Analysis Professional (CBAP) designation, Business Analyst certification, or equivalent experience.
- Change Management certification (PMBOK, Certified Change Agent) or equivalent designation.
Apply now and help us build a better tomorrow with Peel Region! Join us—be bold, think big, and help shape a better tomorrow.
Perks That Make Work Fun (and Your Life Easier)!
At Peel Region, we believe in taking care of you. Here's what you'll enjoy when you join our team:
- Vacation Time That Grows: Start with 3 weeks of vacation per year— because work-life balance is important!
- Personal Days Just for You: Enjoy 3 paid personal days and floating holidays to recharge whenever you need.
- Wellness First: Flexible hours to fit your lifestyle and prioritize your health and well-being.
- Supportive, Respectful Culture: Work in an environment where leadership truly cares and inclusivity is celebrated.
We’ve got you covered — because we know happy, healthy people do their best work! 🎉
In this role, you’ll benefit from the flexibility of a hybrid work arrangement that prioritizes meaningful in-person connection. A minimum of two days per week on-site is expected, with additional in-person presence as operational needs evolve. This arrangement allows for a blend of in person and hybrid work that adapts to support both organizational priorities and employee flexibility and is subject to change over time.
It's important to note that your off-site work location must be within the province of Ontario. This ensures that we're compliant with all regulations and policies.
Peel Region offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved.
Interview: Our recruitment process will include video conference technology
Kindly ensure to regularly monitor your spam and junk email folders, as important communications regarding your application may be directed there.
If this opportunity matches your qualifications and experience, please apply on-line.
About Us
Peel Region consists of the cities of Brampton and Mississauga, and the town of Caledon. Peel Region delivers essential services to more than 1.5 million residents and approximately 200,000 businesses.
We’re working to create a community that is safe, inclusive, and accessible. A place where everyone feels they belong and can access the services they need to thrive throughout each stage of life.
Our workforce is 6,700 strong and since 1974, we’ve been delivering a wide range of resident focused services. Our services include paramedic services, health programs, long-term care and services for seniors, child care support, garbage collection and recycling, waste water and water treatment, road maintenance, financial assistance, and housing support.
Recognized by Canada's Healthy Workplace Month® with the Great Employer Award presented by Excellence Canada, Peel Region is a place where everyone feels they belong. We strive to develop a workplace that values and respects diversity, practices inclusion, recognizes the unique contributions and abilities of all people and facilitates innovative thinking. At Peel Region, people come first. Each employee has an important role within our community and when we work together, it’s impactful. We encourage you to join us in delivering essential services and programs to our diverse community. You won't find a better opportunity than Peel Region.
Additional Information
Peel Region is committed to a diverse and inclusive workplace where everyone is respected and valued for their contributions, and where everyone is treated fairly and has opportunity to grow and develop. As one of the most diverse regions in Canada, we are committed to establishing a qualified workforce that is reflective of the population we serve.Peel Region is committed to providing accommodations throughout the recruitment process, upon request. If you require accommodation, please notify us and we will work with you to meet your needs. Accessible formats and communication supports are available. Please contact zzg-hrtalentacquisition@peelregion.ca
Please be advised, Peel Region uses email to communicate with applicants for open job competitions and does not use AI technology in any part of the recruitment process. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e., testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the position and your application will be removed from the competition.
