Manager, Customer Experience & Analytics

Manager, Customer Experience & Analytics

The Manager, Customer Experience and Analytics oversees customer service-based functions and data analytics research within the Planning and Development Services Division. This pivotal role involves leading and managing a dedicated team to identify and implement process improvements that facilitate development-related economic activity across the region. The Manager, Customer Experience & Analytics is responsible for guiding frontline permitting staff to provide exceptional customer service throughout the entire permit and development process.

Collaboration is key; this role works closely with all departments within the Planning and Development division to streamline steps and processes, ultimately optimizing customer satisfaction and increasing operational efficiency. Additionally, the Manager, Customer Experience & Analytics leads a team focused on researching, analyzing, and reporting on the Region's economic and demographic trends. This is achieved by utilizing municipal and third-party data to inform various municipal projects and statutory plans, thereby enhancing the overall customer experience within Planning and Development Services.

Primary Responsibilities

• Departmental Management: Assists the Director, Planning and Development Services with overall customer service delivery and process improvement initiatives. Oversees daily operations, budgeting, strategic planning, and department/branch initiatives. Maintains accurate records and documentation, and ensures the development and maintenance of information, processes, guidelines, and tools for high service levels. Leads projects such as Municipal Census and Regional Population Projections.
• Leadership: Oversees divisional customer service functions, ensuring high service delivery standards and compliance with municipal regulations. Manages daily activities, conducts performance reviews, provides feedback, and develops training programs and SOPs. Handles escalated customer complaints, resolves issues promptly, and analyzes customer feedback for continuous improvement.
• Implementation of Strategies: Utilizes data analytics to monitor and improve customer service operations. Develops and maintains dashboards and reports for tracking KPIs, providing insights and recommendations for strategic decision-making. Identifies and implements process improvements, collaborates with other departments, and leads projects to streamline processes and support long-range regional strategic plans.

Skills Requirements

• Demonstrated proficiency in data analysis tools and methods (SQL, Python, Microsoft PowerBI, Tableau, etc.), including experience working with third-party large datasets.
• Ability to analyze spatial and non-spatial data and draw meaningful insights.
• Experience and understanding of GIS tools such as ArcMap or ArcGISPro.
• Sound knowledge of all aspects of municipal government, with strong political awareness and sensitivity.
• Strong communication skills, with the ability to establish and maintain effective working relationships and build trust.
• High emotional intelligence capacity, including dealing effectively with ambiguity and remaining calm in conflict situations.
• Proven ability to be discreet, maintain confidentiality, and respectfully resolve issues.
• Commitment to providing excellent service and inspiring teams to achieve goals.
• Experience with prioritizing workflow, managing projects and teams, and completing time-sensitive tasks in a fast-paced environment.
• A continuous improvement attitude and a desire for greater knowledge of systems, processes, and opportunities.

Education

• Degree in Business Administration, Public Administration, Statistics, Economics, Computer Science, or a related field.
• Diploma or Certificate in Data Science is an asset.
• An equivalent combination of education and work experience may be considered.

Experience

• Ten (10) years of experience in customer service management.
• Minimum of five (5) years of experience in a supervisory role.
• Experience with project management and working in a municipal planning environment is considered an asset.
• Experience working in a public sector environment with unionized and non-unionized employees considered an asset.

Other Requirements

• Submission of a Criminal Record Check.
• A valid Class Five (5) Operator’s License is an asset.
• May be required to work outside of regular business hours.

Safety

As an employee of the Regional Municipality of Wood Buffalo, the incumbent is responsible and accountable for knowing and working in accordance with the Health and Safety Directive. As per section 2 of the Occupational Health and Safety Act, the incumbent shall ensure while in the employ of the Regional Municipality of Wood Buffalo the health and safety of employees, contractors and the public.

This position is employed in a supervisory capacity. As such the employee is required to obtain additional safety training in accordance with municipal procedures and directives.

Key skills/competency

• Customer Service Management
• Data Analysis
• Process Improvement
• Team Leadership
• Strategic Planning
• Economic Development
• SQL
• Python
• Microsoft PowerBI
• GIS Tools