Customer Experience Coordinator

About the City Of Hamilton

Contribute to the City of Hamilton, one of Canada’s largest cities – home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

This posting is for an existing vacancy with a duration of up to 12 months. Internal applicants are encouraged to apply with their work e-mail address; external applicants will be considered after the internal process.

Summary Of Duties for the Customer Experience Coordinator

Reporting to the Senior Project Manager, Customer Experience, the Customer Experience Coordinator is responsible for coordinating customer experience plans. This involves working closely with the Customer Experience and Innovation team, the community, and internal partners through both new-and-emerging, as well as traditional, engagement and outreach channels.

We are seeking a high-performing individual eager for a challenging, rewarding, and fulfilling career with the HSR (Hamilton Street Railway). The successful candidate will consistently provide customer-focused service in a respectful, courageous, empathetic, just, and ethical manner.

General Duties

• Coordinate customer experience plans and campaigns specifically for Transit (HSR) services and programs.
• Coordinate market research related to transit riders and potential riders, disseminating and reporting findings to enhance the customer experience with the HSR.
• Coordinate and implement customer experience programs and campaigns to boost local and visitor ridership on the HSR.
• Assist with the research, analysis, planning, development, and implementation of strategies and tactics to build positive relationships with internal and external HSR stakeholders.
• Facilitate various phases of public consultation necessary to reach the HSR’s internal and external target audiences.
• Assist with the coordination of projects, programs, or events requiring collaboration across various internal resources.
• Assist in the evaluation of programs and prepare reports as requested.
• Identify and produce compelling content for storytelling purposes.
• Ensure all communications are clear, accessible, and engaging for diverse audiences, including businesses, newcomers, front-line staff, seniors, youth, and persons with disabilities.
• Craft creative and persuasive messaging that resonates with target audiences and encourages positive behavior change.
• Attend program events regularly to collect photos and video footage for storytelling.
• Coordinate and maintain a library of graphics, photos, and videos, and file existing communications collateral.
• Employ design tools to assist staff in producing program and event flyers.
• Conduct outreach at local partner and community events.
• Maintain HSR partner and community distribution lists.
• Assist with social media and marketing projects as needed.
• Perform other duties as assigned that are directly related to the position's responsibilities.

Qualifications

• Post-secondary education in business, communications, public relations, journalism, marketing, or an acceptable and equivalent combination of relevant education and experience.
• Market research and social media experience, along with a relevant bachelor’s or master’s degree, are considered assets.
• Demonstrated successful experience in customer-facing service positions is required.
• Must possess superior written, oral, and visual communication skills, including proven experience in creating and editing content with a high standard of accuracy for diverse audiences and multiple formats.
• Demonstrated time management and project management skills.
• Experience working with diverse community groups, including non-profit agencies, various levels of government, volunteer-based organizations, and persons with disabilities.
• Proficiency in computer applications such as Word, Excel, and PowerPoint. Experience with Photoshop, Illustrator, Premiere Pro, and InDesign is an asset.
• Capable of working both independently and as part of an interdisciplinary team.
• Knowledge of, or the ability to quickly familiarize oneself with, the HSR’s network of routes.
• Ability to balance several projects simultaneously and meet deadlines.

Working Conditions

This position requires evening and weekend work to support HSR customer experience initiatives. The incumbent shall comply with all health and safety policies and practices for this position and the workplace.

Key skills/competency

• Customer Experience Management
• Project Coordination
• Market Research
• Public Consultation
• Content Creation
• Communications Strategy
• Social Media Marketing
• Stakeholder Engagement
• Program Evaluation
• Data Reporting