As the Coordinator of Customer Experience, you will be responsible for overseeing all intake of customer and citizen requests with Calgary Parking. In this position, you will provide important analysis and input to inform the Manager, Calgary Parking, and leadership team on strategic issues and direction. You will also work regularly with customer service peers in the City of Calgary to ensure customer programs are coordinated and foster a One City, One Voice approach. Primary duties include:

• Provide coaching and leadership to the customer service team and assists in removing roadblocks to ensure measurable goals are met.
• Resolve customer escalations on behalf of the division.
• Champion the customer experience to ensure the best possible experience for customers.
• Identify processes and policies that are impeding customer experience and developing resolutions that meet both customer and business needs.
• Map the customer journey through various service offerings and identifying improvements and streamlining.
• Monitor service levels, performance and quality metrics, protocols, and reporting systems to ensure efficient customer service and share strategies with senior management.
• Lead customer service research and interaction initiatives.
• Coordinate customer processes with customer service peers (e.g., 311) to ensure a consistent approach.

• A completed 2 year diploma and at least 10 years of experience in a leadership role in a customer centric environment.
• Equivalent combinations of experience and education may be considered.
• Experience with a unionized environment would be an asset.
• Previous experience working in a government or parking organization would be an asset.
• Success in this role requires excellent communication skills, decision making, problem solving, adaptability and customer service skills.

Pre-employment Requirements