Director, Service Experience and Delivery Job Listing at City of Edmonton in Edmonton, AB (Job ID 49665)

Description

The Role:

As the Director of Service Experience and Delivery reporting directly to the Branch Manager of Service Innovation & Performance, you'll lead the charge in redefining how the City of Edmonton delivers its services. You will lead a team to ensure that the services that the City offers are not just efficient and effective, but also relevant and tailored to the needs of Edmontonians. As a key member of the branch leadership team, you'll play a pivotal role in shaping our strategic direction and ensuring seamless integration across all levels of the organization.

The Director will lead and support a team of managers and professional staff engaged in program and service evaluation, innovation, customer experience, continuous improvement and service design. As a leader, this position will facilitate and ensure that business areas are supported with a structured service review and improvement approach, a focus on service experience for Edmontonians and lead the organization to be positioned to enable human centric design, innovation and support advancing the digital customer experience. 

Goals and deliverables:

• Shape our team's success as the Director of Service Experience and Delivery. Your leadership will be pivotal in driving us towards our goals and fostering a thriving work environment
• Develop and lead a service design and delivery framework for the organization, innovation strategy, and continuous improvement framework
• Be at the forefront of shaping our corporate approach to service delivery, innovation, continuous improvement, and customer experience 
• Align continuous improvement with service reviews and service experience to increase responsiveness, efficiencies and effectiveness
• Continue to build a respectful workplace culture through a values-based influencer approach and working collaboratively
• Actively participate as a member of the branch leadership team and collaborate with Department Strategy Directors to make decisions on programs, policies and operational matters 
• Research leading practices in service delivery innovation, customer experience, and human centered design 
• Lead the evaluation of programs and services to determine whether they are effective, efficient, and relevant
• Apply GBA to the development and review of policies, practices and frameworks to ensure equity