Client Organization: City of Toronto
Position Title: Executive Director, Customer Experience
Reports to: Deputy City Manager, Corporate Services
Location: Toronto, Ontario
Toronto is Canada’s leading economic engine and one of the world’s most diverse and livable cities. As the fourth largest city in North America, Toronto is home to more than 3 million residents whose diversity and experiences strengthen our great city. A global centre for business, finance, technology, arts, culture, and innovation, Toronto consistently places at the top of international rankings due in part to investments championed by residents and businesses, and in turn, led by Toronto City Council and carried out through the work of the Toronto Public Service.
On January 1, 2023, CXD, formerly known as 311, was launched. The evolution of 311 to CXD brought three Corporate Services groups together under one division: 311, the Customer Experience Transformation Program and parts of the Customer Experience and Innovation team.
The Customer Experience Division is leading the corporate-wide approach to customer experience and provides support to all City divisions in delivering innovative service experience that is easy and accessible, allowing the public to be served when, where, and how they prefer. The Customer Experience Division will ensure the City offers an integrated customer experience that is consistent, standardized across services, and is continuously improving channels like self-serve digital, contact centres, and in-person hubs.
CXD’s key objectives are to:
A key member of the Corporate Services leadership team, the Executive Director, Customer Experience (CX) provides leadership in establishing and maintaining a corporate-wide CX vision and strategy, and oversees the planning, coordination, implementation, and operational delivery across all service channels. The Executive Director provides oversight and direction to the CX structure and its integrated teams (Strategy, Insights & Planning; Service Design & Delivery; Channel Operations; Quality & Performance), directly engages City Council and Divisions, coordinates projects and operations, standardizes corporate processes, tracks performance, and leverages evolving technology.
As a champion of change, the Executive Director will continue to modernize the City’s service delivery model and channels to provide a simple, consistent, equitable, and efficient customer experience journey for residents, businesses and visitors. Key first-year priorities will include:
The Executive Director reports to the Deputy City Manager, Corporate Services and oversees a team of 200 with a current operating budget of approximately $25m. The position is based at Metro Hall with on-site meetings at City Hall on a frequent basis.
The ideal candidate will demonstrate the following experience, knowledge, skills and attributes:
The City of Toronto is committed to employment equity and encourages applications from Aboriginal people, people with disabilities, members of visible minority groups and women. The City of Toronto strives to build an inclusive society and provide an accessible environment in which all individuals have access to the City’s services and programs in a way that respects the dignity and independence of people with disabilities.
Should you require accommodation to participate as a candidate in the hiring process, please communicate your needs to the LHH Knightsbridge project team.
If you’re interested in being considered for this exciting and impactful leadership position, please forward your cover letter and resume to Chris Sawyer at chris.sawyer@lhhknightsbridge.com.
Should you have any questions regarding this opportunity, please contact a member of the project team: