Specialist, Business Services

**Diversity, Equity and Inclusion Statement** The Region of Durham is committed to advancing equity, diversity and inclusion within our organization and the communities we serve. We welcome and encourage applications from people who are Indigenous, racialized persons, women, persons with disabilities, members of LGBTQ2S+ communities, and others who may contribute to the further diversification of our workforce, including those who experience systemic barriers. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code, accommodation will be provided throughout the recruitment process upon request, based on any Code-protected ground. **Vacancies:** 03 Regular Full-time This 35 hour per week, hybrid position, is located at the Region of Durham Headquarters in Whitby, Ontario. Note: This role may be required to work additional days per week in the office as dictated by operational needs. **Specialist, Business Services** Service Durham is the customer experience management division of the Region of Durham's Corporate Services Department, dedicated to delivering exceptional, modernized service experiences through myDurham311, the Region's centralized, non-emergency point of contact. Leveraging digital platforms and innovative service models, Service Durham focuses on providing inclusive, accessible, and integrated services that meet the evolving needs of our customers (residents, businesses, and visitors). By driving service excellence and enhancing public access through multiple channels including online, by phone, and in person, Service Durham ensures quick, convenient, and consistent customer experience. This customer centric and collaborative approach streamlines service requests, delivers timely information, and fosters personalized experiences that reinforce the Region's commitment to service innovation and accessibility. Customers connect with us by calling 311, emailing 311@durham.ca, or using our self-service portal at myDurham311.ca. To learn more visit Durham.ca/311. The Service Durham- Service Strategy and Transformation team advances customer-focused service modernization through strategic planning, service design, process improvement and data-driven insights. Working collaboratively across departments, the team supports Enterprise Customer Experience by aligning the digital customer experience (Digital CX) with customer needs, service processes and digital platforms to create more accessible, seamless and consistent experiences across online, phone and in-person channels. **Reporting to the Manager, the incumbent will;** * Lead service review, process improvement, and business transformation initiatives that improve customer experience, workflow effectiveness, service consistency, and operational performance. * Analyze operational, customer, financial, workforce, and digital-channel data to identify service trends, root causes, risks, performance gaps, and improvement opport