Service Process Improvement Specialist

City of Cambridge; Cambridge; On-site; CAD 87,000 - 106,000; Full time

Benefits offered by this job

Extended health

Dental

Travel benefits

Long-term disability

AD&D and life insurance

Job summary

The City of Cambridge is seeking a Service Process Improvement Specialist to analyze and improve municipal service processes, drive efficiency, and enhance the customer experience across departments.

Reporting to the Director of Corporate Transformation & Citizen Services, this role leads cross-functional improvement initiatives, develops data-driven business cases, and supports CRM readiness and digital integration to advance service modernization objectives.

Qualifications

• Minimum 3-5 years of experience leading or supporting continuous improvement, service transformation, or process redesign.
• Experience facilitating cross-functional workshops, mapping end-to-end processes, and reporting on initiatives.
• Ability to prepare business cases, implementation plans, and stakeholder communications.

Responsibilities

• Document and analyze municipal service processes to identify inefficiencies and opportunities for improvement.
• Develop data-driven business cases (benefits, risks, resourcing) to support proposed changes.
• Lead and coordinate improvement initiatives from planning through execution, including pilots.
• Support change management strategies and stakeholder communications.
• Prepare workflows and requirements for CRM readiness/migration and digital integration.
• Monitor improvements and report against KPIs and SLAs, identifying further enhancements.

Skills

Process improvement

Data analysis

Project management

Stakeholder engagement

Education

Three year degree/diploma in Business Administration, Public Administration, or Communications

Tools

CRM systems

Process mapping tools

MS Excel

Job description

Career Opportunities: Service Process Improvement Specialist (5061)

Working within our Strategic Plan, Cambridge Connected, and committing to our values of Integrity, Respect, Inclusiveness and Service, the successful candidate will work together to help the City of Cambridge achieve our vision: A place for people to prosper – alive with opportunity.

Job Profile

The Service Process Improvement Specialist is responsible for analyzing, documenting, and improving municipal service processes to enhance efficiency, customer experience, and alignment with organizational goals. This role supports continuous improvement initiatives, change management strategies, and customer relationship management (CRM) expansion and/or migration efforts while fostering collaboration across departments.

Strategic Impact of the Role

This role is more than process improvement. The Service Process Improvement Specialist serves as a trusted advisor to leaders across the organization, helping shape how municipal services are delivered, measured, and improved. The position leads complex improvement initiatives, provides strategic analysis and recommendations to senior leaders, and works across divisions to align service delivery with corporate priorities. Through project leadership, change management, performance measurement, and customer experience analysis, this role helps drive a culture of continuous improvement and plays a key role in advancing the City’s service modernization objectives.

Reporting to the Director of Corporate Transformation & Citizen Services, within the Customer and Financial Services Department, you will be responsible for the following duties:

What you will be doing

• Document and analyze municipal service processes to identify inefficiencies and opportunities for improvement.
• Develop data-driven business cases (benefits, risks, resourcing) to support proposed changes.
• Lead and coordinate process improvement initiatives from planning through execution, including pilot testing and benefits realization.
• Support change management strategies (stakeholder analysis, communications, training, adoption tracking).
• Act as a liaison between Service Cambridge and service partners to ensure alignment on goals and accountabilities. Lead diverse project teams including individuals from Service Cambridge and service partners, including business units from across the entire corporation. Build relationships and foster accountability between Service Cambridge and other business units/service partners.
• Prepare workflows and requirements for existing CRM, as well as for CRM readiness/migration; optimize processes for digital integration.
• Monitor and report on improvement initiatives, measuring outcomes against key performance indicators (KPIs)/ service level agreements (SLAs) and identifying further enhancements.
• Partner with service areas to establish, review, and continuously improve service level agreements; monitor performance trends and provide insights to support service excellence. Facilitate cross-functional collaboration, standards, and best practices to enhance the citizen service experience.
• Analyze customer interactions and feedback to identify trends, inform service improvements, and enhance the overall customer experience.
• May perform other related duties as assigned.

The Ideal Candidate

The successful candidate will:

• See opportunities for improvement where others see routine processes, and be motivated to create better experiences for customers and staff.
• Earn trust quickly and build productive partnerships across departments, bringing diverse perspectives together to solve complex problems.
• Be equally comfortable analyzing data, facilitating workshops, managing projects, and presenting recommendations to leadership.
• Navigate ambiguity with confidence, helping teams define priorities, develop solutions, and translate ideas into action.
• Champion a culture of continuous improvement by encouraging innovation, accountability, and evidence-based decision-making.

Education

Three (3) year degree/diploma in Business Administration, Public Administration, or Communications, or a related discipline.

Experience and Knowledge

Minimum 3-5 years of experience leading or supporting continuous improvement, service transformation, business process redesign, or service design initiatives, preferably in the municipal or broader public sector. Demonstrated experience facilitating cross-functional workshops, mapping end-to-end processes, defining requirements for system changes, and reporting on process improvement initiatives.

Experience preparing business cases, implementation plans, and stakeholder communications; proven ability to track outcomes against KPIs and SLAs.

We will ask you for these items if you are hired

Proof of your current and valid certificate(s) and/or educational qualifications.

Worker Health and Safety Awareness Training certificate from the Ministry of Labour. (may be obtained post offer)

Your compensation

This position is located in Band Level 4 of the Non-Union Salary Scale and has an annual salary range of $86,756 - $105,802.

• Comprehensive benefits package including extended health, dental, travel benefits; long term disability; accidental death and dismemberment and life insurance.

Hours of work

Monday to Friday, 8:30 a.m. to 4:30 p.m. (35 hours per week).

Location of position

This position is located at Cambridge City Hall, 50 Dickson Street, Cambridge.

Accommodation needs and protection of privacy

The City of Cambridge is an equal opportunity employer, committed to diversity and inclusion. We welcome and encourage applications from all qualified individuals, and will accommodate the needs of qualified applicants under the Human Rights Code in all parts of the recruitment and hiring process.

Please contact Human Resources to make your needs known in advance, with the nature of any accommodations that you may require in respect to any materials or processes used to ensure your full and equal participation throughout the recruitment and hiring process.

Personal information collected in relation to the recruitment process is collected under the authority outlined in the Municipal Freedom of Information and Protection of Privacy Act and used solely to determine eligibility for employment with the City of Cambridge only.