Description
We are looking for an innovative Service Improvement Lead to join the Urban Planning & Economy Department. In this solution driven role, you will directly enhance the delivery of essential services to the public and our community partners. You'll spearhead strategic initiatives to identify, analyze, and implement major improvements to processes, systems, and overall customer experience, with a strong focus on leveraging technology and innovation. You'll be guiding service delivery enhancement and operational efficiency across the end-to-end planning and land development processes.This role is perfect for a self-motivated expert in process improvement and change management who is ready to take on complex, city-wide challenges with a high degree of independence and professionalism. If you thrive on leading through influence and creating real, measurable change that improves the quality of life for all Edmontonians, this is your opportunity.
Urban Planning & Economy is a forward-looking department that plans, promotes and advocates change that moves this city towards the Edmonton envisioned by the City Plan (https://bit.ly/3RZcCaA) - to become a more vibrant, prosperous, equitable and climate resilient community. Core services include: zoning, subdivision, servicing agreements, permitting, licensing, inspections and compliance. You can learn more about some of our recent service improvements at edmonton.ca/serviceimprovements.
What will you do?
Lead high-priority, complex service improvement initiatives from concept to completion, ensuring projects are within communicated timelines and budgets
Design and implement a holistic approach for change, covering project management, change management, communication, engagement, monitoring, and feedback loops
Provide subject matter expertise, coaching, and guidance to team members, promoting the adoption of diverse improvement approaches like Lean/Six Sigma, service design, and human-centered design
Conduct engagement sessions with a variety of internal work teams and external organizations to understand challenges, gather support, and communicate changes
Serve as a bridge between frontline teams and IT functions, translating service needs into technical requirements to ensure seamless integration of new tools
Provide day-to-day operational leadership, mentorship, and direction to project teams, leading through influence and delegation to empower team members
Develop robust analysis and provide strategically aligned recommendations to the Department Leadership Team, Executive Leadership Team, and City Council on project decisions and progress
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