DIRECTOR SERVICE DESIGN & DELIVERY

• Job ID: 59494
• Job Category: Customer Service
• Division & Section: Customer Experience, CX Service Design & Delivery
• Work Location: Union Station, 65 Front St. West, Toronto
• Job Type & Duration: Full-time, 1 Permanent Vacancy
• Salary: $162,467.00 - $215,307.00, TM5275, Wage Grade 10 
• Shift Information: Monday to Friday, 35 hours per week 
• Affiliation: Non-Union
• Number of Positions Open: 1 
• Posting Period: 03-SEP-2025 to 17-SEP-2025 

Are you a seasoned Customer Experience leader ready to shape the future of customer experience at the City of Toronto? The City of Toronto is currently seeking a Director, Customer Experience Design and Delivery to provide strategic direction and leadership in the development of the Customer Experience (CX) Division’s service design and delivery capabilities. This role will lead the design and strategy using a customer-centric approach, bringing together process, people, and technology to deliver improved and modernized services for customers, staff, and stakeholders.

You will champion the City's CX mandate through the modernization of service experiences, service re-design and re-engineering, productivity, robust change management practices, and continuous improvement. A key focus of this role is on the customer experience strategy through design, including UX, journey mapping, and CX methodologies, ensuring services are intuitive, accessible, and responsive to the customer needs.

Major Responsibilities:

• Leads the development and modernization of service experiences, capabilities and customer experiences by applying CX principles, UX design, customer journey mapping, and service design methodologies, alongside business process re-engineering, lean/agile/scrum methodologies and product management.
• Leads cross-functional teams to research and design customer journeys and personas and deliver CX projects for the City by managing conflicting goals/priorities, issues, risks, dependencies, and changes across multiple projects.
• Leads the development, recruitment and scaling of essential experts and communities of practice, including service design, Lean/Six Sigma, agile and product development experts, to deploy effective cross-functional teams to projectsDevelops, designs and implements functional policies and programs that make major changes in overall business performance based on long-term needs.
• Contributes to the continuous improvement of divisional performance through analysis and the development and implementation of sound management practices and procedures, providing program management staff with direction and guidance, processes and tools to increase efficiencies and improve effectiveness of the services provided by this section.
• Directs a team of innovative CX Designers for the City of Toronto.
• Leads city-wide large-scale projects and resolves complex problems, as well as develops new techniques and approaches to introduce new ideas and solutions to the City, ensuring continuous improvement throughout the solution lifecycle.
• Engages with key leadership on strategic direction, performance data/trends and operational challenges (e.g. Mayor's Office, Council, Senior Leadership Team, Corporate Leadership Team).
• Leads and motivates a diverse workforce, ensures effective teamwork, high standards of work quality and organizational performance, continuous learning, and encourages innovation in others.
• Develops, recommends and administers the annual budget for the section, and ensures that the section's expenditures are controlled and maintained within approved budget.
• Enables the Division's vision through the delivery of end-to-end, omni-channel CXs that are based on personas and cross-divisional customer journeys.
• Responds to escalated initiative/project issues that may impede successful initiative/project delivery and coordinates solutions by monitoring and analyzing initiative/project metrics, key performance indicators and data dashboards to identify risks, weaknesses, problems, and opportunities.
• Leads the coordination of resources, activities, priorities and timelines across a range of program components, ensuring synergy internally and across multiple teams.
• Identifies emerging issues, priorities and sensitive/confidential matters that could impact objectives, and develops strategies to address them.
• Provides operational oversight, expert planning and leadership to establish a transparent roadmap with defined goals, objectives and customer-centric benchmarks.
• Oversees and directs change management, communication and engagement efforts required to establish the Division's vision, which provides simple, efficient, equitable and easy-to-navigate services for customers by breaking down silos across Divisions and driving the integration towards improved customer-centric outcomes.
• Oversees and consults on strategies for meeting operating and capital budget targets and secures funding by integrating Mayor/Council and corporate strategic priorities.
• Builds and maintains strong, collaborative relationships and partnerships with clients, senior leaders, external stakeholders, members of Council, Unions and Divisions to address and resolve conflicting demands and implement city-wide solutions.
• Gathers political and/or executive support from various aspects of the organization, and negotiates with stakeholders (City Senior Leadership, Divisional Management, The Mayor's Office, Councillors, etc.) with competing and conflicting goals/priorities, while maintaining positive working relationships.
• Demonstrates commitment to organizational values of diversity and inclusion and ensures high standards for organizational performance.
• Develops, tracks, and presents various reports for the Executive Director and senior management for consideration by Council and Standing Committees, such as project reports, and ensures timely delivery and on budget.
• Attends Committee and Council meetings and communicates with Executive and Senior Management.
  
  

Key Qualifications:

1. Extensive and progressive leadership experience in service design and delivery, preferably within government or a large organization.
2. Expertise in customer experience (CX), including UX design, journey mapping, and CX methodologies, with a strong understanding of service design and business process re-engineering.
3. Extensive experience leading change within a large complex organization, while managing diverse stakeholder needs and interests, paired with an ability to identify emerging and political environments.
4. Experience building and managing communities of practice in service design, agile, and product development.
5. Considerable experience in handling employee relations issues, collaborating with corporate employee relations teams, and ensuring adherence to policies and regulations.
6. Experience in managing budgets and financial resources, including the ability to control expenditures and align them with approved budgets.
7. Experience embedding equity, reconciliation, accessibility and inclusion lens into planning, budgeting, programs and processes.
8. Skilled communicator with a strong background in stakeholder engagement and relationship management and a history of building collaborative partnerships with diverse stakeholders, including senior leadership, external stakeholders, and unions.
9. Sound judgement with an ability to work on confidential and sensitive matters.
10. Familiarity with current issues and best practices related to equity, accessibility, human rights, inclusion, reconciliation and deep understanding and a thorough working knowledge of the Ontario Human Rights Code, the Occupational Health & Safety Act, Accessibility for Ontario's with Disabilities Act, Employment Standards Act and Municipal Freedom of Information Act.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.