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.

Number of Available positions:

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 cutting-edge 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 [email protected], 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 opportunities.
- Develop current-state and future-state process maps, customer journey maps, service blueprints,



business requirements, workflow documentation, and implementation recommendations.
- Support the planning and evolution of customer service technologies and Digital CX platforms, including CRM, contact centre, IVR, online forms, customer portals, workflow tools, and related integrations.
- Translate customer needs, service-design findings, operational requirements, and platform performance data into business requirements, user stories, acceptance criteria, test plans, and enhancement recommendations.
- Conduct root-cause analysis on service issues such as repeat contacts, delayed responses, transfer rates, digital abandonment, workflow breakdowns, system defects, and customer complaints.
- Develop dashboards, performance measures, reporting tools, benefits-realization frameworks, and service indicators to monitor customer experience, operational performance, and transformation outcomes.
- Support business case development, briefing materials, strategic recommendations, implementation roadmaps, and decision-support reports for leadership and governance committees.
- Coordinate with internal teams, service departments, Corporate IT, Privacy, Procurement, Legal, vendors, managed-service providers, and municipal partners to support service improvement and modernization initiatives.
- Assist with vendor management activities, including business requirements, service levels, operational readiness, transition planning, issue resolution, performance monitoring, and service continuity planning.
- Support business continuity, contingency planning, and service resilience activities to help maintain critical customer services during disrupti

📌 Business Services Specialist (Whitby)
🏢 Durham Region (The Regional Municipality of Durham)
📍 Whitby