Job Type:

Contract

Department:

Communications & Customer Experience

Salary:

$87,028.00 - $108,783.00

Close Date (closes at 12:00 am on date noted below):

July 17, 2025

Hours per Week:

35

Openings:

1

Position Summary

Reporting to the Director, Communications & Customer Experience, the Customer Experience Advisor is responsible for enhancing the Town’s customer service through research, strategic planning, and the execution of key customer experience (CX) projects.
The role involves gathering and analyzing customer insights, developing customer journey maps, creating personas, and identifying opportunities for customer service improvement internally and externally.

Major Job Responsibilities

Customer Insights

• Gathers, analyzes, and reports on customer feedback, data, and trends to support CX strategy development.

• Conducts customer surveys, focus groups, and other research activities to gain valuable insights into customer needs and experiences.

CX Strategy Support and Execution

• Works closely with the Director, Communications & Customer Experience to develop, validate and execute the Town’s customer experience strategy.

• Assists in the development and implementation of customer journey maps, personas, and other CX-related research tools to improve service delivery

•  Identifies opportunities for service improvements based on data-driven insights and industry best practices.

• Collaborates with departments, partner organizations, and other stakeholders

in the development and execution of the Town’s CX strategy and projects.

• Directly executes or collaborates with internal divisions or third-party vendors to execute process updates and improvements to centralized customer service systems (for example, the phone system).

Customer Experience Consultation

• Provides advice and recommendations to Town departments and divisions on improving their service delivery and customer experience. 

• Acts as a CX subject matter expert to guide and support internal teams on customer-centric approaches.

• Participates in projects with potential CX impacts, assessing the impact of process changes and new initiatives on customers and offering recommendations to mitigate or improve those impacts.

Process Mapping and Optimization

• Identifies process improvements to enhance customer experience.

• Conducts process mapping exercises to identify bottlenecks, inefficiencies, and opportunities to streamline service delivery.

• Drives initiatives to optimize customer touchpoints and enhance overall service efficiency.

Metrics and Performance Reporting

• Develops and maintains key performance indicators (KPIs) to measure the effectiveness of CX initiatives.

• Tracks, analyzes, and reports on customer service performance, identifying trends and providing actionable insights to improve outcomes.

Education & Experience

• Bachelor’s degree in Customer Experience Management, User Experience Design, Business Administration, Communications, Marketing, or a related field.

• Master’s degree in Customer Experience Management, Digital Media, Interaction Design, or a related field is an asset

• Minimum five (5) years of experience in customer experience, customer service strategy, or a related field, with a focus on gathering and analyzing customer insights.

• Experience working in complex organizations and driving CX transformation initiatives.

• Proven experience in creating and executing customer journey maps, developing customer personas, and conducting other forms of customer research to drive strategic decisions.

• Demonstrated ability to manage projects from concept through execution, including drafting project plans, creating business cases, and developing process improvements.

• Strong background in process mapping, identifying inefficiencies, and implementing solutions that improve customer service delivery both internally and externally.

• Experience in working with cross-functional teams to influence and drive customer experience strategies and improvements.

• A track record of providing strategic advice and recommendations to senior leadership or departments

• Experience with customer feedback platforms and survey tools to gather and report on customer data.

• Experience working in local government or public sector and CRM systems or other similar methods of tracking and reporting on customer insights is an asset

• Certification in Customer Experience (e.g., CCXP, CXPA or equivalent) is preferred

• Strong ability to collaborate across departments and engage stakeholders effectively.

• Ability to translate complex customer data into actionable insights and strategic recommendations.

• Leadership skills to manage projects and guide teams toward the successful implementation of CX initiatives.

• Strong project management skills, including drafting and executing project plans, business cases, and process improvements.

• Excellent communication, presentation, problem-solving, and analytical skills.

• Proficient in Microsoft Office Suite, with advanced skills in Excel, PowerPoint and Visio.

• Strong knowledge of Accessibility for Ontarians with Disabilities Act (AODA), Municipal Freedom of Information and Protection of Personal Privacy Act (MFIPPA),

• Ontario Human Rights Code, and The Ontario Consumer Protection Act

What We Offer

This 15-month position is eligible for the following:

Annual Salary Range: $87,028 - $108,784 (35 hours/week)

• Pay in lieu of benefits and eligibility to participate in the OMERS pension plan

• Paid time-off (vacation and incidental time)

• Hybrid work environment and flexible work arrangements. 

About Milton

At the Town of Milton, we provide excellent and sustainable municipal services to foster a vibrant and inclusive community where residents thrive, businesses flourish and nature is cherished.

We are laying the groundwork for our vision for Milton 2051: a safe, diverse and welcoming community that respects its natural beauty and heritage, supports a range of neighbourhoods, sustains a strong and balanced economy, and offers outstanding opportunities to live, learn, work and play.

How to Apply

Interested applicants should apply online at www.milton.ca under the Employment Opportunities section. Please apply by July 16, 2025 at 11:59PM as the job posting closes after this time.

If you are currently employed with the Town of Milton, please apply internally through the Jobs Hub app of your Workday account in order for your application to be processed as an internal applicant.

In accordance with the Freedom of Information and Privacy legislation, applicant information is collected under the authority of the Municipal Act and will be used strictly for candidate selection.