Toronto Transit Commission (TTC) Looking for Customer Innovations Consultant at Toronto, ON Full Time

JOB INFORMATION

Requisition ID: 5232

Number of Vacancies: 1

Department: Strategy & Foresight (20000713) – Strategy & Foresight (30000016)

Salary Information: $83,246.80 – $104,067.60

Pay Scale Group: 9SA

Employment Type: Regular

Weekly Hours: 35, Off Days: Shift:
Posted On: March 30, 2022

Last Day to Apply: April 13, 2022

Reports to: Manager- Emerging Systems

The Toronto Transit Commission (TTC) is North America’s third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, the TTC’s vision is to be a transit system that makes Toronto proud. The TTC’s recruitment efforts are directly aligned to its mission of providing “a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy.”

General Accountability

Reporting to the Manager, Emerging Systems, the Customer Innovations Consultant is responsible for overseeing the delivery of transformative initiatives focused on improving services for TTC customers. This position will manage and support the implementation of enhancements that will deliver value for money for the TTC and ensure that the quality of the time customers spend with TTC meets the highest standards of transit worldwide. This position will be responsible for developing a diverse range of change management activities, managing customer experience improvement initiatives as well as the development and implementation of related strategy, policy, methodology, guidelines and standards.

Key Job Functions

Proven experience of developing strategic direction for customers experience and propose new ways of solving problems leveraging research and human design thinking

Experience in identifying, developing and implementing new and innovative ways of delivering high levels of customer satisfaction

Demonstrated ability to develop innovation roadmaps in coordination with stakeholders and industry experts.

Ability to interpret and use different information sources and communicate them to decision makers effectively

Demonstrated ability to lead engagement activities and develop business cases to facilitate change management with all levels of the organization, stakeholders and customers

Ability to engage, collaborate, manage and influence key internal and external stakeholders at all levels

Proven experience in managing complex procurement processes including RFI, RFP and RFQs (from end-to-end) including managing consultants and consulting contracts.

Must have well-developed organizational skills, and be capable of prioritizing a variety of work packages

Experience of project management methodologies and policy development

Excellent communication (oral and written) and interpersonal skills

Ability to handle change effectively and positively

Have vision, commitment and enthusiasm for change, with the tenacity and resilience to challenge cultural norms and embedded behaviours to overcome opposition

Experience of balancing requirements from a range of stakeholders

Experience of managing the performance and development of direct reports

Familiar with public transit services in Toronto, including current issues, challenges and opportunities

Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees.

Skills

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Apply analytical skills

Communicate in a variety of mediums

Demonstrate knowledge of the industry and / or sector

Demonstrate specialized expertise and knowledge in the assigned field

Education and Experience

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University Degree in a related subject or a combination of education, training and experience deemed to be equivalent, combined with relevant work experience

Additional Requirements

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The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization, and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQ(IA+) community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Human Resources – Talent Management at (416) 393-4570. Any information received related to an accommodation will be addressed confidentially.

The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.

Note: All TTC Employees are required to be fully vaccinated as a precondition of employment in accordance with TTC’s Mandatory Vaccination Policy

We thank all applicants for their interest but advise only those selected for an interview will be contacted.