Purpose of your Position - Non Union
The Innovation Consultant leads initiatives to drive improvements in intelligent community initiatives, customer experience strategy, community partnerships, and business processes. Other key responsibilities include corporate oversight of the Customer Experience system, Services Database, and promoting customer service/engagement. The Innovation Consultant engages with the broader community and city staff on evolving intelligent community direction, including partnerships, grant funding, focus groups and strategies. This position through the initiatives and strategies supports a corporate data driven and customer centric culture and creates business cases to modernize the city’s workforce.
Classification Summary - Union
Results and Activities - Non union
Intelligent City initiatives
- Support & execute the city’s intelligent city strategy, framework & initiatives.
- Develop a framework to recommend priority areas and biggest return on investment.
- Develop business cases to secure funding to move key initiatives forward.
- Work with and bring together internal and external experts to identify and solve challenges.
Customer Experience management
- Research, support and execute the corporate Customer Relation Management (CRM) program, analyze usage, ensure compliance with standards, identify public challenges and develop solutions.
- Research, support and execute technological solutions to better serve internal and external customers with a focus on modernizing service delivery.
- Oversee and administer the corporate Services Database which inventories public and internal services and promote its use with a focus on mobile access.
- Promote and educate internal clients in Customer Service principles and standards.
Community partnerships
- Support and implement a strategy for the city to identify and promote opportunities for the City to partner with business, academic, government and industry to deliver services, solve problems or inform policy discussions.
- Develop measures that align to strategy and provide best evidence of progress.
- Create useful performance reports to keep the community informed.
- Identify and pursue grants and awards.
Open Data
- Support educate the community on the City’s open data strategy.
- Engage the technology sector to utilize City data to solve City problems or inform large policy discussions.
- Promote the value and use of the City’s open data offerings in the community to solve challenges.
Business Process Improvement
- Lead initiatives with internal clients to improve and change business processes.
- Apply a variety of techniques that are suitable for the size and nature of the business process review (e.g. information models, stakeholder needs analysis, root cause analysis, process mapping, SWOT analysis).
- Research best practices, facilitate workshops, and synthesize results.
- Draft recommendations for internal clients.
Knowledge - Non Union
Business degree or degree in related field, supplemented with a minimum of 5 years’ experience. Knowledge and applied experience including: development of strategy documents and key results; business process evaluation including stakeholder needs analysis, information models, logic models, root cause analysis, SWOT analysis, and process mapping; performance management and measurement principles and methodologies; public sector reference models and multi-channel service delivery. Overall knowledge of city services and operations.
Skills & Abilities - Non Union
Ability to recognize and mitigate barriers; recognize and capitalize on opportunities for successful change efforts; manage risk; build relationships with peers, clients, and teams; motivate, educate and train; learn from experience and be innovative; step back and see the whole picture.
