The University of Saskatchewan values diversity, and Aboriginal engagement is a strategic priority.
Client Experience SpecialistApply
There is a Strong internal candidate for this position
Department: ICT Client Services
Competition No.: 17203-K
Salary Information: The salary range is $60,410 to $94,391 per annum (Information Technology, Phase 2). The starting salary will be commensurate with education and experience.
Primary Purpose: To ensure the design, maintenance and advancement of high-quality, ICT services and to contribute to an effective, customer service-focused work environment. The Client Experience Specialist gathers, analyzes and validates customer service performance through a collaborative approach with clients, colleagues and stakeholders. The purpose of this position is to build strong relationships with stakeholders across campus, to monitor and understand the performance and quality of ICT support services delivered to faculty, staff, researchers and students and to optimize client experience.
Nature of Work: Reporting to the Director, Client Services the Client Experience Specialist will identify service challenges with recommended strategies to improve processes and customer experience, as well as present opportunities for process redesign when required to retool broken processes. This requires connecting colleges/units with the Client Services department, to determine pain points in the processes, redesign of ineffective processes, and figuring out new ways to increase customer satisfaction. Monitoring and reporting KPI’s will be crucial to the success of developing higher customer satisfaction percentages.
- Develop and maintain strong relationships with colleges/units, ICT staff and relevant stakeholders through regular interactions and clear understanding of interests and priorities across the university
- Track KPI’s and obtain feedback from colleges/units to assist in generating and compiling accurate reporting and relevant customer satisfaction metrics to inform service, process performance, and identify opportunities for improvements
- Be the voice of staff, management and stakeholders as well as the liaison with both IT services as well as other VPFR service teams to ensure implementation of necessary service and process improvements
- Support internal and external communication channels amongst and between colleges/units, ICT and relevant stakeholders to encourage constant, consistent and transparent flow of service and performance information
- Interface with appropriate ICT and other VPFR staff to ensure process redesign and ensure content is updated in support of efficient call management and responses to customer enquiries
- Contribute to the planning, establishing and execution of both team and ICT strategies and priorities, operations and services and improves processes and technologies that enhance the customer experience
- Reduce risk by remaining current with and adhering to university policies, guidelines and processes, collective agreements and relevant legislation
- Perform other related duties or projects as assigned
Education: A relevant university degree.
Experience: A minimum of five (5) years’ experience in relationship management within a technical environment. Demonstrated customer/relationship capacities within a client-focused workplace.
Skills: Advanced subject matter knowledge of multi-functional business areas and excellent communication and strong negotiation skills. Strong problem solving skills; ability to identify trends and recognize emerging issues, assess the impact of those issues, and make recommendations for proactive change. The ability to accurately convey technical information in assistance to staff members and non-technical clients; the ability to gather requirements, lead meetings and make presentations to small groups. Ability to work both independently and collaboratively in a team environment; and proven ability to work on multiple projects with competing demands to meet deadlines. Additional assets include familiarity with the University of Saskatchewan’s enterprise services; project participation experience, demonstrated ability to research and solve problems using a variety of resources and tools. Experience working in a diverse and Inclusive environment. An equivalent combination of education and related experience may be considered.
Competencies are attributes, behaviours, manner and style of how skills and knowledge are applied to the position. The competencies below are the desired attributes, which support the University of Saskatchewan’s strategic directions and people values. For a detailed listing of the University of Saskatchewan’s competencies, visit: http://working.usask.ca/documents/recruitandhire/recruitmentandemployment/competencies.pdf
Leadership / Vision
The demonstrated ability to build a shared, compelling and credible vision of the future, influencing people to ensure outcomes that support achieving the vision; a culture of leadership.
Support for Progress
The demonstrated ability to initiate, implement, and support innovation and institutional change and enhance programs and services.
Focuses on results and completing objectives within the framework defined by the University’s plans and policies.
Demonstrates an ability to reflect, clarify and commit to what is important, take responsibility for growth and development, and contribute to positive and productive work and learning environments.
The demonstrated ability to convey information and ideas to individuals in a manner that engages the audience and helps them understand, retain, and respond to the message.
The demonstrated ability to develop the rapport necessary to build, maintain and/or strengthen partnerships and relationships inside and outside of the University.
This position is in scope of the Administrative and Supervisory Personnel Association.
Please apply no later than April 25, 2017 at 4:30pm.
Inquiries regarding this position can be directed to Lori Weitzel at (306) 966-6623
Be sure to apply online as emailed applications will not be accepted.
The University of Saskatchewan is strongly committed to a diverse and inclusive workplace that empowers all employees to reach their full potential. All members of the university community share a responsibility for developing and maintaining an environment in which differences are valued and inclusiveness is practiced. The university welcomes applications from those who will contribute to the diversity of our community. All qualified candidates are encouraged to apply; however, Canadian citizens and permanent residents will be given priority.