Specialist, Business Services

Durham Region • Full-time • Whitby, Ontario • 1d ago

The Region of Durham is committed to advancing equity, diversity and inclusion within our organization and the communities we serve. We welcome and encourage applications from people who are Indigenous, racialized persons, women, persons with disabilities, members of LGBTQ2S+ communities, and others who may contribute to the further diversification of our workforce, including those who experience systemic barriers. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code, accommodation will be provided throughout the recruitment process upon request, based on any Code-protected ground.

Number of Available positions:

Vacancies: 03 Regular Full-time
This 35 hour per week, hybrid position, is located at the Region of Durham Headquarters in Whitby, Ontario. Note: This role may be required to work additional days per week in the office as dictated by operational needs.

Service Durham is the customer experience management division of the Region of Durham's Corporate Services Department, dedicated to delivering exceptional, modernized service experiences through myDurham311, the Region's centralized, non-emergency point of contact. Leveraging digital platforms and innovative service models, Service Durham focuses on providing inclusive, accessible, and integrated services that meet the evolving needs of our customers (residents, businesses, and visitors). By driving service excellence and enhancing public access through multiple channels including online, by phone, and in person, Service Durham ensures quick, convenient, and consistent customer experience. This customer centric and collaborative approach streamlines service requests, delivers timely information, and fosters personalized experiences that reinforce the Region's commitment to service innovation and accessibility. Customers connect with us by calling 311, emailing 311@durham.ca, or using our self-service portal at myDurham311.ca. To learn more visit Durham.ca/311.
The Service Durham- Service Strategy and Transformation team advances customer-focused service modernization through strategic planning, service design, process improvement and data-driven insights. Working collaboratively across departments, the team supports Enterprise Customer Experience by aligning the digital customer experience (Digital CX) with customer needs, service processes and digital platforms to create more accessible, seamless and consistent experiences across online, phone and in-person channels.
Reporting to the Manager, the incumbent will;

Lead service review, process improvement, and business transformation initiatives that improve customer experience, workflow effectiveness, service consistency, and operational performance.
Analyze operational, customer, financial, workforce, and digital-channel data to identify service trends, root causes, risks, performance gaps, and improvement opportunities.
Develop current-state and future-state process maps, customer journey maps, service blueprints, business requirements, workflow documentation, and implementation recommendations.
Support the planning and evolution of customer service technologies and Digital CX platforms, including CRM, contact centre, IVR, online forms, customer portals, workflow tools, and related integrations.
Translate customer needs, service-design findings, operational requirements, and platform performance data into business requirements, user stories, acceptance criteria, test plans, and enhancement recommendations.
Conduct root-cause analysis on service issues such as repeat contacts, delayed responses, transfer rates, digital abandonment, workflow breakdowns, system defects, and customer complaints.
Develop dashboards, performance measures, reporting tools, benefits-realization frameworks, and service indicators to monitor customer experience, operational performance, and transformation outcomes.
Support business case development, briefing materials, strategic recommendations, implementation roadmaps, and decision-support reports for leadership and governance committees.
Coordinate with internal teams, service departments, Corporate IT, Privacy, Procurement, Legal, vendors, managed-service providers, and municipal partners to support service improvement and modernization initiatives.
Assist with vendor management activities, including business requirements, service levels, operational readiness, transition planning, issue resolution, performance monitoring, and service continuity planning.
Support business continuity, contingency planning, and service resilience activities to help maintain critical customer services during disruptions, labour impacts, system outages, or vendor-supported service interruptions.
Provide functional guidance and subject-matter expertise to project teams, operational stakeholders, and business partners through workshops, consultations, testing activities, and implementation planning.
Maintain confidentiality when working with sensitive operational, workforce, vendor, procurement, labour relations, financial, and strategic planning information
Ensure recommendations and solutions consider privacy, accessibility, information management, compliance, customer needs, operational impacts, and long-term sustainability.

The incumbent will possess:

A post secondary degree in Business Administration, Public Administration, Commerce, Information Systems, Organizational Development, or a related discipline, or an equivalent combination of education and experience.
Several years of related/relevant experience, including leading or contributing to complex initiatives in business analysis, service improvement, operational excellence, process optimization, organizational transformation, or a related field.
One of the following professional certifications: Business Analysis (CBAP), Project Management (PMP), Lean Six Sigma, or Customer Experience (CCXP) or equivalent.is required
Experience leading or supporting complex service transformation initiatives involving business analysis, workflow review, process redesign, customer experience improvement, technology-enabled service delivery, and performance measurement.
Experience analyzing operational, customer, workforce, financial, and digital-channel data to identify trends, performance gaps, risks, root causes, and improvement opportunities.
Experience developing dashboards, scorecards, reports, service metrics, KPIs, or performance frameworks using tools such as Excel, Power BI, enterprise reporting platforms, or related business intelligence tools.
Knowledge of process improvement, customer journey mapping, service design, root-cause analysis, and performance measurement methodologies.
Knowledge of customer service technologies and digital service channels, including CRM platforms, contact centre systems, IVR, online portals, digital forms, workflow tools, integrations, and omnichannel service delivery.
Strong ability to translate business needs and service-design findings into business requirements, workflow specifications, user stories, test scenarios, acceptance criteria, and practical implementation recommendations.
Demonstrated ability to work with cross-functional stakeholders, senior leaders, vendors, technology partners, service departments, and external partners.
Strong communication, facilitation, analytical, problem-solving, and report-writing skills.
Ability to manage sensitive and confidential operational, workforce, vendor, procurement, financial, and strategic planning information with sound judgment and discretion.
Knowledge of privacy, accessibility, information management, governance, compliance, and public-sector service delivery considerations is considered an asset. Knowledge of design thinking, human-centred design, customer experience principles, customer journey mapping, process mapping and service-design methodologies.
Experience evaluating digital customer journeys, user interfaces, usability, accessibility and digital-channel performance to identify barriers and recommend practical improvements.
Demonstrated resilience, sound judgment and the ability to coordinate competing priorities, respond effectively to service disruptions and maintain progress in a complex, time-sensitive environment.
The ability to address diverse needs and systemic barriers when resolving challenges.
Creativity in developing equitable, accessible, and sustainable solutions.

Management & Exempt Salary Grade 4

- Salary: $90,818 to $113,523 per annum

Conditions of Employment

All applicants are expected to comply with the Region of Durham's Code of Ethics and Code of Conduct Policies throughout the recruitment process. Proof of education, qualifications and any other job bona fide requirements will be required prior to start date.

External Application Process

Come find a home where exciting and rewarding careers are balanced with your lifestyle. We thank all applicants; however, only those being considered will be contacted. Please apply online (www.durham.ca) no later than midnight (Eastern Standard Time) on the closing date indicated on the Job Posting.

The Region of Durham is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. If contacted for an employment opportunity and you require accommodation, or if this information is required in an accessible format, please contact us at: RecruitingHelp@durham.ca and a Recruiter will provide appropriate assistance pursuant to the Region's Accommodation and Accessibility policies. Please note that resumes should not be sent to RecruitingHelp@durham.ca.

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The Region of Durham may utilize artificial intelligence to assist in the preliminary assessment of applicant qualifications and submitted materials. These tools are used for the purpose of supporting and enhancing an evaluation by a human decision-maker and any information provided by AI to a human decision-maker is not determinative. Final decisions are made solely by authorized human decision-makers.