Director, Customer Experience & Enablement

Job title:

Director, Customer Experience & Enablement

Company

Metrolinx

Job description

Job Description:Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.As an integral part of our organization, your role will involve a commitment to support a 24/7 operational environment. This entails being available for on-call and onsite responsibilities beyond the standard work week. Your flexibility will be essential to this position as your schedule may require you to work on weekends, evenings, nights, holidays to support major track closures (MTCs), critical incidents and special events. It’s important to note that this schedule is subject to change based on Metrolinx’s operational needs and the evolving demands of our industry.Our Customer Experience (CE) Office is seeking a Director, Customer Experience & Enablement to lead the development of the Customer and Experience Strategy, under the direction of the functional Vice President, integrating strategic inputs from all Operating Units, along with Marketing, Planning and Capital Projects Divisions. Accountable to drive the timely and effective delivery of all key initiatives linked to the Customer Experience plan, and the continuous improvement of all the supporting processes. This includes directing and managing the design, development and implementation of GO and UP in-station customer experience, service delivery strategy, service delivery model and standards to support an elevated customer experience across 70+ rail stations, 14 bus terminals and 25 park & ride locations across southern Ontario. The incumbent directs the development and implementation of service standards, program strategies such as Safety, Sustainability, Retail Operations, business planning, workforce strategy, operating procedures, key performance indicators, tools, and technology to deliver the in-station experience.What will I be doing?

• Leads the Customer Experience (CE) strategy development process, playing a pivotal role in building long-term strategic plans to be delivered by CE operating pillars: Station Services and Customer Care. This position is crucial to CE’s ability to establish short, medium, and long-term plans to support growth objectives while strengthening the core business.
• Provides guidance and direction to Station Services Directors and Customer Care Director to ensure that the development of their strategic plans reflects insights from planning and analytics teams, and overall alignment to long term CE strategy.
• Integrates Strategic Inputs from Service Delivery Units (Rail, Bus, Commercial Management) and other Metrolinx Divisions (Capital Projects Group, Planning and Development, and Marketing) to ensure alignment of CE strategies and plans to the desired Customer Experience for Metrolinx services.
• Provides advice to VP, and CE leaders to set the vision and agenda and develops a clear roadmap that will realizes the objectives of enhancing the customer experience while ensuring high levels of safety, operational excellence, and customer satisfaction.
• Facilitates the ongoing review of the strategy and planning process with senior CE Leaders and other internal stakeholders to enable the development of aligned and integrated divisions/business plans to deliver the CE strategy.
• Leads Operations Performance and Business Planning teams with respect to regular reporting of internal metrics and KPIs for CE
• Works with various teams across Metrolinx to integrate strategic initiatives developed by business units into customer service plans and programs; consults with Stakeholders on issues, improvements, enhancements and/or new services identified through analysis and evaluation of customer service programs.
• Collaborates with senior stakeholders both internally and externally to identify customer service opportunities that will enhance initiatives and programs.
• Builds partnerships across the organization to strengthen corporate alignment amongst customer service initiatives, departmental strategies, and corporate vision.
• Leads centralized hub for data collection, analysis and monitoring to support CE decisions and undertakings.
• Defines organizational performance indicators, monitoring performance, and making improvement recommendations.
• Oversees the development and implementation of policies and procedures that support ongoing compliance with regulations, and legislation, including privacy and risk management.
• Creates a working environment that is aligned with the organization’s desire to be a “best company to work for”, ensuring that people resources possess the required skills, are properly aligned, and are provided with the resources to do the job.
• Provides senior leadership direction to staff and project teams; delivers timely feedback to ensure a cohesive operational unit and the optimum use of team skills; manages staff and monitors work assignments for adherence to timelines; develops and implements action plans to address performance gaps.
• Provides creative thought leadership with input from others to develop and deploy a strategic vision; connects and aligns projects with strategic corporate goals.

What Skills and Qualifications Do I Need?

• Completion of a degree in Business Administration, Finance, or a related discipline – or a combination of education, training and experience deemed equivalent. A Master of Business Administration degree would be considered an asset.
• Demonstrate years of experience in Strategy, Business Planning, or General Management (or equivalent), with a minimum of 5 years in a functional or departmental management role.
• Leading transformational change, risk management and assessment initiatives to adapt to new or changing Knowledge of Human Resources legislation (e.g. Employment Standards Act, Occupational Health & Safety Act, etc.) to monitor and manage employees and contractors, including experience in the application of collective agreement provisions
• Project management principles and practices, including budget and schedule controls, to lead and direct cross functional teams and consultants engaged in simultaneous projects (e.g. development, project progress, related staff and project resources) and monitor project activities for adherence to timelines, budgets, and project performance objectives
• Proficiency in MS Office (e.g. Outlook, Word, Excel, PowerPoint, etc.)
• Interpersonal and oral/written/presentation skills to monitor data collection and develop, implement, and monitor procedures for bus fleet warranty maintenance.
• Business intelligence, data management, information management systems, and using thorough analytics to manage operations, from both reporting and analytics perspective.
• Strong business acumen with impeccable communication and influencing skills capable of articulating strategy, key initiatives, and processes at the intermediate and senior executive levels, across all lines of business and to Service Providers
• Cost/Benefit analysis of project impact and recommending future improvements.
• Proven leadership skills directing customer-focused projects and programs, managing multiple priorities and projects and extensive customer service knowledge and experience with frontline service delivery.
• Experience developing and recommending client experience initiatives/innovation to drive ridership/revenue growth using appropriate analytics, metrics, and technology innovation.
• Deep understanding of current customer service market trends and best practices
• Experience leading within a growing organization with changing deadlines and priorities; solid background in project management practices.
• Views tactical problems or initiatives from a broad perspective and emphasizes solutions that support strategic objectives.
• Encourages a working environment that generates new ideas/solutions that can be successfully implemented.
• Skilled at challenging the organization to constantly improve, innovate and grow.
• Adept leader, capable of inspiring colleagues and aligning their professional development with achievement of program goals. Familiarity of managing in a unionized environment is an asset.
• Experience with managing and departmental budgets against approved budget limitations

Don’t Meet Every Requirement?If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.Accommodation:We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email .Application Process:All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.For Internal applicants, with the recent implementation of the Internal Mobility Policy, the internal recruitment process has changed for non-union roles. Candidates must be in their current role for 12 months prior to applying for another role and each applicant must be in good standing (not participating in a Performance Improvement Plan). Please review all provisions of the before submitting your application.Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.We thank all applicants for their interest, however, only those selected for further consideration will be contacted.WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.#LI-SC1

Expected salary

Location

Canada

Job date

Sun, 07 Jul 2024 04:50:28 GMT

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