Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

RE-POST - CANDIDATES THAT HAVE ALREADY APPLIED TO THIS POSITION NEED NOT REAPPLY AS THEY ARE ALREADY UNDER CONSIDERATION

• Job ID #31288: Director, Continuous Improvement & Customer Experience
• Union: Non-Union
• Job Description ID #: A15218
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on September 3rd, 2025.
• Duration: 24 Months
• This contract length is for 24 months due to a vacancy.
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.

CUSTOMER EXPERIENCE:

• Drive the execution and delivery of an enterprise customer service experience strategy.
• Incorporate an internal and external quality focused customer-centric approach into decision-making processes, emphasizing the significance of aligning efforts with customer needs and satisfaction to drive efficient and effective solutions.
• Develop and implement strategies to enhance the overall customer experience, ensuring services are responsive and user-friendly.
• Conduct research and gather feedback to understand community needs and expectations.

QUALIFICATIONS

• Extensive experience related to the duties above, normally accompanied by a University Degree in Business, Commerce, Planning or a related field with related progressive experience at a senior level preferably in the municipal or government sector.
• Proven ability to function as a member of a leadership team and build consensus amongst diverse cross-boundary teams. Strong conflict resolution, negotiation, mediation and facilitation skills.
• Demonstrated strategic insight, innovation and critical/analytical decision-making skills with an advanced ability to build evidence-based proposals and link strategies and planning to business objectives, and strategy development. Highly developed analytical and business planning skills with a proven track record for long-term visioning, big picture thinking, and strategic planning.
• Highly effective leadership, communication (verbal and written) and organizational skills. Well-developed presentation skills with the ability to articulate messages clearly and effectively to a variety of audiences.
• Demonstrated skills in managing change initiatives, and in facilitating efforts across departments and with the community.
• Ability to coordinate multiple enterprise-wide projects and manage multiple priorities. Demonstrated knowledge and experience with quality and continuous improvement.
• Demonstrated knowledge and experience with high quality customer service delivery, principles and practices.
• Ability to be flexible and to change priorities to meet constantly changing demands and ambitious deadlines.
• Must possess excellent interpersonal skills, with proven experience in providing strategic advice to senior leadership.
• Demonstrated ability to deal effectively with elected officials, representatives of other levels of government, management, peers, staff and the general public.

SUMMARY OF DUTIES

Reporting to the Director Enterprise Portfolio Management, the Director, Continuous Improvement & Customer Experience, is a visionary and strategic leader responsible for leading a team of staff, to identify and leverage opportunities to recover, rebuild and transform the organization with the aim of achieving an organization that is superior to that before the cybersecurity incident and overall enhancing the customer service experience. Chair of the Transformation Team, this role will lead the strategic “Think Tank” of change agents and problem solvers who will work to provide recommendations to Senior Leadership to ensure a consistent organizational approach for business sustainability, cost efficiencies, quality view and an enhanced customer experience while rebuilding and recovering stronger and better from the cybersecurity incident.