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Our team is highly skilled, passionate about our community, and we care. Let’s grow together.

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Who We Are

nIn Whitby, we are dedicated to our work, our community, and each other. We work hard, we have fun, and we celebrate our successes.nThe Town of Whitby is a community in transformation that is located in the heart of Durham Region in the eastern Greater Toronto Area. Whitby is the second-largest municipality in the region and one of the fastest-growing communities in Canada. Located on Lake Ontario and only an hour east of Toronto, the population of Whitby is expected to grow from 140,000 to more than 200,000 by 2031.n

Whitby’s Official Plan has been updated to establish recent directions for Whitby’s planned growth and development; the protection of our natural and built environments; urban design intensification; sustainability; community improvement; and, new employment within this time frame.

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The Town of Whitby combines a small town atmosphere with the sophistication and amenities of a larger urban centre. Whitby boasts two beautiful heritage downtowns, one of the finest recreational harbours with an award-winning marina, year round sports and recreation activities, parks, trails, and a robust arts and culture scene, all of which are part of the extraordinary amenities that Whitby residents enjoy every day.

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Whitby has an exciting and aspiring future, with a community that is welcoming, growing and transforming. On our team, you can expect to make a difference through your work and have a direct impact on shaping our growing community. Creating an inclusive environment where employees experience job satisfaction and have rewarding careers is important to us. We live our values and foster a culture of collaboration, accountability,



respect and engagement where people enjoy coming to work.

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The Town of Whitby is a hybrid organization. This means staff are empowered to do their best work from various locations, as appropriate for the position.

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We want to be the preferred employer for the most talented people who care about the Town of Whitby, and are excited and proud to serve our vibrant community.

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Let’s grow together.

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What You Will Get To Do

nThe Sr. Analyst, Service Whitby supports the continuous improvement and evolution of the Town’s customer service model by leading analysis and identifying opportunities to modernize service delivery through improved service design, business processes, enabling technology, and service performance – helping to optimize how residents access services across channels.nUnder the direction of the Senior Manager, Service Whitby, the role serves as a trusted advisor and enterprise analyst, working collaboratively across the organization to support effective operations, improve customer and staff experiences, and support the Town’s long‑term service transformation goals.n

Major Responsibilities include

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- Act as a subject matter expert in customer service, applying advanced service, business, and data analysis to identify trends, issues, and opportunities to improve service delivery, efficiency, and the customer experience across the corporation.
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- Provide leadership and advisory support on Service Whitby customer service platforms and enabling technologies, including Microsoft Dynamics 365, supporting implementation, optimization, and ongoing maintenance.
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- Lead system‑wide data stewardship for Service Whitby platforms, including establishing data standards and governance; monitoring and resolving data quality issues; and ensuring the integrity of customer, service, and interaction data to support service delivery, reporting, and analysis.
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- Lead advanced service and business analysis, including documenting current and future‑state processes, assessing customer demand, and supporting the design of digitally enabled service models.
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- Provide timely analysis, reporting, and strategic recommendations on service performance to support decision‑making and continuous improvement.
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- Provide expert advisory support and act as an escalation point for complex, sensitive, or cross‑departmental customer service issues, including front counter escalations from Service Whitby Associates.
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- Develop and maintain customer service documentation, knowledge bases, standards, and learning materials; and provide corporate‑wide guidance, training, and leadership on customer service best practices, technology, and tools.
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- Contribute to cross‑corporate initiatives and partnerships (including external organizations such as The Region of Durham) to advance customer service modernization, digital enablement, and collaborative service delivery, integrating change management best practices.
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Who You Are

nYou’re a curious, data informed service improvement leader who thrives at the intersection o

Apply on Kit Job: kitjob.ca/job/2fu6j9

📌 Senior Analyst, Service Whitby
🏢 The Town of Whitby
📍 Whitby