Job Description

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

Our Customer Communication Department is seeking an Advisor, Internal Communication to develop and deliver strategies, plans, and products that support and enhance the customer experience and understanding.

What will I be doing?

Contributes to the planning, development, execution, and evaluation of customer-facing communications strategies, plans and associated tactics (e.g., SharePoint, web pages, social media content, emails, , printed materials, and events)
Identifying opportunities and issues and incorporating analysis and recommendations into communications planning and programs
Acts as a subject matter expert with internal stakeholders to provide insights and recommendations on customer communications and the customer experience.
Identifies priorities, coordinates and/or leads customer communications activities to ensure customer change readiness and timely execution.
Contributes to the development, execution and communication of community and stakeholder outreach activities, initiatives, and campaigns.
Provides expertise to other departments on customer communications and recommends strategic approach.
Contributes and actively participates efforts to inform and educate customers via:
Leading, coordinating, or contributing to the development, production, approval, and delivery of a templated communications plan and applicable tactics (Posters, handouts, internal customer messaging)
Reviews products and documents on behalf of the leadership team and/or to support stakeholders prior to dissemination (e.g., Q & As for official announcements, internal employee engagement campaigns)
Develops engaging content for customer-facing frontline employees.
Liaises with other departments to coordinate posting of social medial content across brand platforms; tracks success to inform future goals.
Actively engages as a member and advocate for the customer experience, on internal or external working groups for various projects.
Uses and trouble shoots web experience management system for website, and trains new team members on its use.
Develop reports for both internal and external stakeholders as needed.
Updates products in Illustrator and InDesign
Leads or contributes to integrated communications strategies, plans, and products, and coordinates efforts with various internal and external stakeholders including, but not limited to, Communications & Public Affairs, Brand & Marketing, Digital Marketing, Design Services, Media Relations, Stakeholder & Community Relations, Mobility Integration, Service Design, Customer Programs, local transit, and others.
Uses ongoing evaluation and analysis to recommend, establish and/or improve practices and procedures related to customer communications, channels, messaging, and social media.
Identifies barriers that may jeopardize project communications and recommends solutions to overcome them.
Tracks and reports time spent supporting capital projects.
Monitors customer communications specific spending to stay within budget on relevant projects.
Provides subject matter expertise and guidance to others in customer communications and experience, but does not lead others

What Skills and Qualifications Do I Need?

Completion of a diploma in Communications or related field – or a combination of education, training and experience deemed equivalent.
Demonstrate experience coordinating communications and public relations activities.
Knowledge of strategic communications planning, channels, and approaches, as well as execution
Project and time management skills to lead and/or coordinate several communications plans for a wide range of projects, from simple to complex, under pressure to meet strict deadlines.
Ability to decipher, use, and communicate specialized information simply and succinctly so it is easily understandable.
Independent thinking and the ability to work autonomously to undertake proactive communications activities in support of major projects.
Relationship skills to manage both internal and external partners with the ability to be both a project leader and an effective team member.
Oral/written communication competencies, and negotiation skills to develop key messages, Q&As, correspondence, issue notes, print and digital materials, presentations, and other communication materials.
Familiarity with social media platforms and web content management systems
Customer service knowledge to provide expertise on customer communication issues.
Strategic thinking skills to develop, implement, and monitor communication plans and strategies.
Some knowledge of graphic design software programs Illustrator and InDesign, and aptitude for further training
Ability to multi-task under pressure

Don’t Meet Every Requirement?

If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.

Accommodation

We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email hr.recruitment@metrolinx.com .

Application Process

All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.

For Internal applicants, with the recent implementation of the Internal Mobility Policy, the internal recruitment process has changed for non-union roles. Candidates must be in their current role for 12 months prior to applying for another role and each applicant must be in good standing (not participating in a Performance Improvement Plan). Please review all provisions of the policy before submitting your application.

Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.

Metrolinx

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Advisor, Internal Communications