Customer Experience Advisor

Metrolinx; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading public transit agency in Toronto is seeking an Advisor to enhance customer experiences across various transit projects. The role involves utilizing human-centered design approaches to understand customer needs and collaborating with multidisciplinary teams to develop effective solutions. Ideal candidates will have a degree related to Business Administration or user experience and exhibit strong analytical, communication, and project management skills. This is a full-time position.

Qualifications

• Completion of a degree in Business Administration, Marketing, or related discipline.
• Demonstrated years of related experience.
• Creativity to determine report formats.

Responsibilities

• Support senior staff in framing the problem space and aligning on research objectives.
• Uncover customer needs using design research techniques.
• Aggregate and analyze customer data and research.

Skills

Critical-thinking skills

Interpersonal and relationship management skills

Qualitative and quantitative analytical skills

Creativity

Project management principles

Communication skills

Experience with Microsoft Office

Knowledge of Adobe Creative Suite

Education

Degree in Business Administration or related discipline

Job description

Description

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express as well as the PRESTO fare payment system. We are also building new and improved rapid transit including GO Expansion Light Rail Transit routes and major expansions to Toronto's subway system to get people where they need to go better faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx equity diversity and inclusion are essential to living our values of serving with passion thinking forward and playing as a team.

Our Customer Experience Strategy practice strives to create positive memorable travel experiences on GO UP Express and new region-wide transit projects. Bringing a strong perspective in human-centred design we develop a deep understanding of our customers and their needs and guide multidisciplinary project teams across Metrolinx in creating & curating highly valued experiences that drive repeat ridership and loyalty.

We're looking for an Advisor who can effectively bring together the many touchpoints across the customer journey and collaboratively design experiences that best align to our customers needs and expectations. You'll use your curiosity empathy and strategic thinking skills to develop a deep understanding of the customer gain agreement on opportunities to improve the experience and partner with subject matter experts to define our collective vision and path forward.

What will I be doing

• Using a human-centred design approach support senior staff in framing the problem space aligning on customer experience research objectives and developing the scope of work for a wide range of internal client project teams
• Uncover customer needs pain points and desired outcomes using design research techniques such as in-field observational research (across the Metrolinx service area) interviews and empathy mapping
• Aggregate analyze and synthesize customer data & research from partner teams (e.g. customer feedback CSAT reports surveys focus groups panel feedback customer analytics / ridership data and social media) to understand customer behaviours mindsets needs and expectations across the transit journey
• Use visual storytelling to share your deep understanding of the customer with Metrolinx-wide stakeholders and gain alignment on current pain points and opportunity areas
• Collaborate with multidisciplinary teams to translate desired customer outcomes into impactful integrated design of physical digital and service touchpoints across the end-to-end customer journey
• Support and lead interactive client & stakeholder workshops brainstorming sessions and feasibility & viability discussions with internal partners including planning synthesis of key outputs and follow-up on action items
• Continuously advance the Customer Experience Strategy (CXS) practice by incorporating the latest best practices research & design methods and cross-industry service innovations into your projects
• Develop own and communicate project deliverables such as customer journey maps service blueprints storyboards concepts value propositions prototypes presentations briefing notes and other artifacts
• Actively seek input from team members and stakeholders on project deliverables to ensure buy-in and share constructive feedback with colleagues to continuously build our CX practice
• Build strong relationships with project team peers to maintain knowledge of issues affecting projects and to facilitate alignment amongst various internal and external stakeholders
• Working with corporate partners co-create tangible recommendations to improve the customer experience that align with client and organizational objectives compellingly communicate the teams thinking and rationale and gain buy-in on the desired future state
• Assess the impacts of recommended actions on existing projects policies processes and divisional and organisational goals; identify project and organisational gaps and risks; and recommend mitigation strategies to senior staff

What Skills and Qualifications Do I Need

• Completion of a degree in Business Administration Marketing Planning or a related discipline (eg : User Experience) or a combination of education training and experience deemed equivalent
• Demonstrated years of related experience
• Critical-thinking skills to identify trends in customer experience provide customer insight into results and outline recommended options
• Interpersonal and relationship management skills to liaise with stakeholders and business units to identify / manage data / information requirements
• Qualitative and quantitative analytical skills to research and provide input on strategies projects and initiatives
• Creativity to determine format of reports and to translate a range of diverse data / information into meaningful reports that support internal and external requirements
• Project management principles and practices to coordinate projects and develop and monitor implementation schedules within schedule and budget limitations
• Interpersonal and verbal / written / presentation communication skills to develop and deliver compelling briefing communication and presentation materials for a wide range of audiences
• Experience with Microsoft Office (Outlook Word Excel PowerPoint Project Visio etc.) to prepare reports correspondence spreadsheets and graphical presentations
• Knowledge of Adobe Creative Suite (Illustrator InDesign) is an asset

Dont Meet Every Requirement

If youre excited about working with Metrolinx but your past experience doesnt quite align with every qualification of this posting we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

We invite all interested individuals to apply and encourage applications from members of equity-deserving communities including those who identify as Indigenous Black racialized women people with disabilities and people with diverse gender identities expressions and sexual orientations.

Accommodation

We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process please let our Recruitment team know by contacting us at : or email .

Application Process

All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence we recommend that you check your email regularly. If no response is received we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.

Should it be determined that any background information provided is misleading inaccurate or incorrect Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest however only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.

Key Skills

• Channel Marketing
• Accounting Tally
• CSS
• Corporate Risk Management
• Hibernate
• Brokerage

Employment Type: Full-Time