City of Toronto Seeks Executive Director for Customer Experience: A Vital Leadership Role

September 23, 2024 – LHH Knightsbridge has been engaged by the City of Toronto to lead the search for an Executive Director of Customer Experience. Partners Laura Machan and Stephen Hime are spearheading this crucial assignment.

The search firm is looking for an experienced customer service leader adept in large, complex, multi-channel environments, showcasing a strong commitment to excellent service delivery. The customer experience division aims to enhance the service experience across all city divisions, making it easy and accessible for the public to receive assistance when, where, and how they prefer.

Key Responsibilities

The Executive Director will be a pivotal member of the corporate services leadership team, responsible for:

• Establishing and maintaining a corporate-wide customer experience vision and strategy.
• Planning, coordinating, implementing, and operationally delivering services across all channels.
• Overseeing a team of 200 with a current operating budget of approximately $25 million.

Ideal Candidate Profile

Candidates should possess:

• Excellent interpersonal skills to build and manage cross-departmental relationships.
• Experience in leading change and transformation initiatives, particularly in digital services that improve customer experience and operational excellence.
• Strong strategy and planning skills with a track record of developing comprehensive customer service plans.
• Experience in promoting a culture of equity, diversity, and inclusion within their teams. Experience in a unionized environment is a plus.

About Toronto

Toronto stands as Canada’s premier economic engine and is recognized globally for its diversity and livability. With over 3 million residents, it serves as a hub for business, finance, technology, arts, culture, and innovation, consistently ranking high in international standings.

Proven Search Firm

LHH Knightsbridge excels in various search practice areas including executive search, interim executive management, and recruitment solutions. The firm is led by Jim Mitchell, who oversees operations across Canada.

Laura Machan brings over 15 years of HR management and recruiting experience, while Stephen Hime has nearly 20 years in senior-level search and recruitment across various industries.

Contributed by Scott A. Scanlon, Editor-in-Chief and Dale M. Zupsansky, Executive Editor – Hunt Scanlon Media