Senior Planner, Customer Policy

at  Toronto Transit Commission

JOB INFORMATION

Requisition ID: 9083
Number of Vacancies: 1
Department: Strategy & Foresight (20000713) - Strategy & Foresight (30000016)
Salary Information: $101,719.80 - $127,218.00
Pay Scale Group: 10SA
Employment Type: Regular
Weekly Hours: 35, Off Days: Saturday/Sunday Shift: Day
Posted On: March 14, 2024
Last Day to Apply: March 28, 2024
Reports to: Manager, Customer Policy & Planning
The Toronto Transit Commission (TTC) is North America’s third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, the TTC’s vision is to be a transit system that makes Toronto proud. The TTC’s recruitment efforts are directly aligned to its mission of providing “a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy.”

WHAT QUALIFICATIONS DO YOU BRING?

• Your educational background and University Degree in Community/Urban/Transportation Planning, Public Policy/Administration, Environmental Studies, Urban Geography or a related subject or a combination of education, training and experience deemed to be equivalent, combined with relevant work experience is integral and will contribute to the success of this role.
• Your experience with project management methodologies and developing business cases is required.
• Your application will demonstrate proven experience of working in a customer focused environment, including identifying, developing and implementing new and innovative ways of delivering and responding to customer needs.
• Experience with strategic policy development and planning concepts is required.
• Your ability to carry out special policy studies and to coordinate small cross-functional project teams.
• Proven experience in facilitating procurement processes including RFI, RFP and RFQs (from end-to-end) as well as managing consultants and consulting contracts is required.
• Your familiarity with public transit services in Toronto, including current issues, challenges and opportunities, as well as best practices and trends in policy, planning, and customer experience across the transit industry.
• Your application will also demonstrate your ability to develop strong relationships and work collaboratively across multi-disciplinary teams as well as the ability to resolve conflict in a constructive, fair and consistent manner.
• Demonstrated ability to work with budgets, and to achieve results within budget is required

WHAT SKILLS DO YOU BRING?

• Apply analytical skills
• Create, document, and manage information and records
• Demonstrate appropriate and effective interpersonal communications through various media
• Gather information and conduct research
• Plan and organize activities / projects to meet section and organizational goals
• Understand and apply administrative policies, processes, and procedures
• Use office technology, software and applications

Reporting to the Manager, Customer Policy & Planning, the Senior Planner – Customer Policy you will be responsible for developing strategic planning and policy initiatives relating to complex customer policies. These include: customer experience transformation, non-fare revenue, digital strategy, station access, parking, and emerging policy issues. You will support the implementation of policy enhancements for the TTC and ensure that the quality of the time customers spend with TTC meets the highest standards of transit worldwide. To this end, you will be responsible for developing a diverse range of change management activities, customer experience improvement initiatives as well as the development and implementation of related strategy, methodology, policy, guidelines and standards.

As Senior Planner – Customer Policy you will be responsible for supervising the work of the assigned Policy Planner and Customer Experience Analyst, providing technical guidance and coordinating work on major projects.

• You will be one of the main points of contact internally for customer policy related issues
• Develop reports, presentations, strategy and policy papers for the Manager, Customer Policy & Planning, Strategy and Foresight Department, Chief Strategy & Customer Officer, Executive and TTC Board
• Coordinate with internal stakeholders to implement new customer policy and customer experience initiatives and support the development of business cases to support new initiatives when required
• You will support the development of a customer experience plan which can be shared with all customers
• Be responsible for selecting staff, conducting performance reviews, and ensuring employees adhere to all TTC policies and standards
• You will be required to participate in the TTC’s Customer Service Ambassador Program