Hybrid Customer Experience Coordinator

at City of Hamilton, Ohio

• Job title: Customer Experience Coordinator
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$42,602 - CA$53,252 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Hamilton, Canada

About the role

• Customer Experience Coordinator responsible for enhancing customer experience at HSR services in Hamilton. Engaging with diverse stakeholders and facilitating public consultation for service improvement.

Responsibilities

• Coordinate customer experience plans and campaigns for Transit (HSR) services and programs.
• Coordinate market research related to transit riders and potential riders for disseminating and reporting back the research findings to influence the customer experience while riding with the HSR.
• Coordinate and implement customer experience programs and campaigns to encourage local and visitor ridership on the HSR.
• Assist with research, analysis, planning, development, and implementation of strategies and tactics for the HSR to build positive relationships with internal and external stakeholders.
• Facilitate various phases of public consultation required to reach the HSR’s internal and external target audiences.
• Assist with coordination of projects, programs, or events that require the collaboration of a variety of internal resources.
• Assist in the evaluation of programmes and prepares reports as requested.
• Identify and produce content for storytelling purposes.
• Ensure all communications are written and designed to be clear, accessible, and engaging for diverse audiences, including businesses, newcomers, front-line staff, seniors, youth, and persons with disabilities.
• Craft creative and compelling messaging that resonates with target audiences and drives positive behavior change.
• Attend program events on an ongoing basis to collect photos and video footage to help with storytelling.
• Coordinate and maintain a library of graphics, photos, and videos; files existing communications collateral.
• Employ design tools to provide assistance to staff producing program and event flyers.
• Conduct outreach at local partner and community events.
• Maintain HSR partner and community distribution lists.
• Assist with social media and marketing projects as required.
• Perform other duties as assigned which are directly related to the responsibilities of the position.

Requirements

• Post secondary education in business, communications, public relations, journalism, marketing or an acceptable / equivalent combination of relevant education and experience.
• Market research and social media experience and a relevant bachelor’s degree or master’s would be an asset.
• Demonstrated successful experience in customer-facing service positions.
• Must have superior written, oral and visual communication skills, including experience in creating and editing with a high standard of accuracy.
• Experience in creating for diverse audiences using multiple formats.
• Demonstrated time management and project management skills.
• Experience working with diverse community groups including not for profit agencies, various levels of government, volunteer-based organizations, and persons with disabilities.
• Computer knowledge and proficiency in Word, Excel and PowerPoint.
• Experience in Photoshop, Illustrator, Premiere Pro, and InDesign an asset.
• Capable of working independently as well as part of an interdisciplinary team.
• Knowledge of, or the ability to familiarize themselves with the HSR’s network of routes.
• Ability to balance several projects simultaneously and meet deadlines.

Benefits

• Evening and weekend work to support HSR customer experience initiatives