Job ID #31765: Customer Experience Coordinator

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #31765: Customer Experience Coordinator 


• Union: Non-Union


• Job Description ID #: 7200


• Close date: Interested applicants please submit your application online at by 4:00 p.m. on February 25, 2026.


• Duration: up to 12 months 


• Vacancy type: This posting is for an existing vacancy


• Internal applicants should apply with your work e-mail address . External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.

SUMMARY OF DUTIES

Reporting to the Senior Project Manager, Customer Experience, the position is responsible for coordinating customer experience plans, working with the Customer Experience and Innovation team, the community, and internal partners through new-and-emerging, as well as traditional, engagement and outreach channels.

We are looking for a high performer who is interested in experiencing a challenging, rewarding, enjoyable, and fulfilling career with the HSR. The successful candidate will demonstrate an ability to provide customer-focused service in a respectful, courageous, empathetic, just, and ethical manner.

 

GENERAL DUTIES

Coordinate customer experience plans and campaigns for Transit (HSR) services and programs.

Coordinate market research related to transit riders and potential riders for disseminating and reporting back the research findings to influence the customer experience while riding with the HSR.

Coordinate and implement customer experience programs and campaigns to encourage local and visitor ridership on the HSR.

Assist with research, analysis, planning, development, and implementation of strategies and tactics for the HSR to build positive relationships with internal and external stakeholders.

Facilitate various phases of public consultation required to reach the HSR’s internal and external target audiences.

Assist with coordination of projects, programs, or events that require the collaboration of a variety of internal resources.

Assist in the evaluation of programmes and prepares reports as requested.

Identify and produce content for storytelling purposes.

Ensure all communications are written and designed to be clear, accessible, and engaging for diverse audiences, including businesses, newcomers, front-line staff, seniors, youth, and persons with disabilities.

Craft creative and compelling messaging that resonates with target audiences and drives positive behavior change.

Attend program events on an ongoing basis to collect photos and video footage to help with storytelling.

Coordinate and maintain a library of graphics, photos, and videos; files existing communications collateral.

Employ design tools to provide assistance to staff producing program and event flyers.

Conduct outreach at local partner and community events.

Maintain HSR partner and community distribution lists.

Assist with social media and marketing projects as required.

Perform other duties as assigned which are directly related to the responsibilities of the position.

 

QUALIFICATIONS

1. Post secondary education in business, communications, public relations, journalism, marketing or an acceptable / equivalent combination of relevant education and experience. Market research and social media experience and a relevant bachelor’s degree or master’s would be an asset. 


2. Demonstrated successful experience in customer-facing service positions.
   


3. Must have superior written, oral and visual communication skills, including experience in creating and editing with a high standard of accuracy. Experience in creating for diverse audiences using multiple formats.
   


4. Demonstrated time management and project management skills.
   


5. Experience working with diverse community groups including not for profit agencies, various levels of government, volunteer-based organizations, and persons with disabilities.
   


6. Computer knowledge and proficiency in Word, Excel and PowerPoint. Experience in Photoshop, Illustrator, Premiere Pro, and InDesign an asset.
   


7. Capable of working independently as well as part of an interdisciplinary team.
   


8. Knowledge of, or the ability to familiarize themselves with the HSR’s network of routes. 


9. Ability to balance several projects simultaneously and meet deadlines.

 

SALARY:

Salary Grade 4

HOURS:

35 per week

NOTE: This position will require evening and weekend work to support HSR customer experience initiatives.

 

THE INCUMBENT SHALL COMPLY WITH ALL HEALTH AND SAFETY POLICIES AND PRACTICES FOR THIS POSITION AND THE WORKPLACE.

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.