Job Type:

Permanent

Department:

Salary:

$122,588.00 - $153,234.00

Close Date (closes at 12:00 am on date noted below):

February 28, 2026

Hours per Week:

35

Openings:

1

Position Summary

About Milton
Join one of Ontario’s fastest-growing and most dynamic municipalities. The Town of Milton is proud to deliver high-quality, sustainable municipal services that support a vibrant, inclusive, and forward-looking community where residents thrive, businesses succeed, and nature is respected and protected.

Our vision is to foster a safe, diverse, and welcoming environment—one that honours its natural landscapes and rich heritage, supports thriving and inclusive neighbourhoods, nurtures a strong and balanced economy, and offers exceptional opportunities to live, learn, work, and play.

What We Offer?
This position is eligible for the following:

•Annual Salary Range: $122,588 - $153,234
•Benefits: Regular full-time employees receive a comprehensive benefit package, with all premiums paid by the Town, an Employee Assistance Program, top-up maternity/parental leave benefits and life insurance.
•Eligibility to participate in the OMERS pension plan
•Paid time off, including vacation, incidental and volunteer days
•Employee perks/discounts: Discount on Active Living Pass and Perkopolis
•Flexible work arrangements, including hybrid work options and participation in the Town’s compressed work-week program (for eligible positions)
•For further details of what we offer, please visit Why Milton

Position Summary
Reporting to the Director, Communications & Customer Experience, the Manager, Customer Experience & Branding is responsible for strategic and operational leadership of the Town’s corporate brand and customer experience initiatives and centralized programs. This role leads the development, implementation, and evaluation of branding strategies, digital user experience standards, and customer-first service initiatives to enhance the Town’s credibility, reputation, and service quality.

As a support to the Director, the Manager plays a key role in strategic planning, organizational decision-making, and emergency communications. The position also serves as Deputy Emergency Information Officer, contributing to emergency preparedness and response efforts. This leadership role requires excellent communication, digital strategy, conflict resolution, and staff management skills, along with the ability to provide strategic guidance to divisions and senior management.

Major Job Responsibilities

Branding and design oversight

• Oversees all corporate design work to ensure alignment with the Town’s brand identity and strategic goals.

• Leads the development and enforcement of brand standards, templates, and guidelines.

• Initiates and leads rebranding efforts, including research, stakeholder engagement, creative development, and implementation planning.

• Ensures consistent and strategic application of branding across digital platforms, physical spaces, print materials, and staff interactions.

• Develops standard operating procedures, service level agreements, and internal governance tools to support effective and consistent brand application.

• Collaborates with the Manager, Corporate Communications to deliver design solutions that meet communications objectives for projects and programs, to report on digital channel metrics, and to identify and implement new digital media formats according to the Town’s priorities, audiences, communications trends and leading practices.

Customer experience operational management and strategy

• Monitors, analyzes and enhances key service channels (e.g., website, phone system, digital screens) for usability, accessibility, and efficiency.

• Develops and executes customer experience strategies that align with corporate values and service delivery standards.

• Provides expert advice and consultation to departments and senior leaders regarding the customer experience implications of policies, programs, and initiatives.

• Oversees the development of customer journey maps, feedback loops, and service performance indicators.

• Reports regularly on performance metrics and implements continuous improvement plans to enhance service delivery and satisfaction.

• Serves as Deputy Emergency Information Officer in the event of an emergency by contributing to emergency preparedness and response efforts as needed.

• Supports and executes as necessary the Communications & Customer Experience Crisis Management plan by reviewing and approving communications to customers in the event of an emergency, suggesting updates to messaging and improvements to the customer experience during a crisis, and supporting the development and execution of customer experience crisis tactics.

Leadership of the Customer Experience & Branding Team

• Leads, and provides advice, support, daily supervision, guidance and coaching to staff within the Customer Experience & Branding team.

• Oversees workload management and staff scheduling

• Responsible for the recruitment, training, performance management and professional development planning of assigned staff.

• Serves as the Director’s designate and participates in leadership discussions, cross-departmental committees, and Council briefings as required.

• Acts as Deputy Emergency Information Officer, supporting communication planning and execution during municipal emergencies.

• Manages procurement, vendor relationships, and budgeting for projects and tools related to branding and customer experience.

Creative problem solving and strategic alignment

• Scans the municipal sector and emerging trends to identify new opportunities and risks in branding, user experience, and digital communication.

• Recommends and implements innovative, cost-effective, digital-first solutions in collaboration with IT and other divisions.

• Works with the Director, Communications & Customer Experience in setting divisional priorities and develops and updates annual work plans and strategic roadmaps that reflect departmental and corporate priorities.

• Ensures alignment with the Town’s strategic plan, accessibility legislation, and digital transformation goals.

• Monitors applicable operating and capital budgets, ensuring fiscal responsibility and recommends changes to annual budgets aligned with divisional and corporate

Education & Experience

Minimum Qualifications

• Post-secondary degree in Communications, Public Relations, Marketing, Design, UX Design/UX, Digital Media, Service Design, Public Administration

• Minimum seven (7) years progressively responsible experience in branding, customer experience, or corporate communications

• Minimum three (3) years’ experience supervising staff in large organizations or agency settings

• Proven experience working with senior leaders to develop and implement effective marketing/user experience strategies

• Experience supervising processes and staff within an environment with multiple and competing priorities

• Demonstrated experience leading cross-functional teams, managing digital and print communications, and driving customer service enhancements.

• Requires expert knowledge of the changing digital landscape and how to leverage digital-first solutions to advance corporate initiatives by reaching target audiences and by delivering first-in-class user experiences

• Expertise in service/process design, digital experience, and creative branding.

• Strong knowledge of Accessibility for Ontarians with Disabilities Act (AODA), Municipal Freedom of Information and Protection of Personal Privacy Act (MFIPPA) and Canada’s Anti-Spam Legislation

• Excellent written and verbal communication skills, with a demonstrated ability to present to senior management and Council.

• Strong leadership and interpersonal skills with the ability to inspire, motivate, and lead a team of direct reports.

• Proficiency with Adobe Creative Suite, website CMS platforms, analytics tools, and Microsoft Office.

Preferred Qualifications

• Post-secondary certificate or degree in a design/UX-related field

• Graduate degree in a related field such as UX Design, Public Sector Marketing, Customer Experience Leadership, Digital Strategy

• Experience working in a public sector organization and/or a municipal setting

• Certification or training in Project Management (PMP), Customer Experience (CX/CXPA), or Design Thinking is an asset.

• AODA training

• Emergency communications or Incident Command System training is an asset.

Note to Applicants

This posting is for an existing job vacancy.

The Town is an equal opportunity employer, committed to fostering a diverse, inclusive, accessible, and respectful workplace. We encourage applications from all qualified individuals and are dedicated to fair and transparent hiring practices.

We thank all who apply, however only those selected to move forward in the process will be contacted.

Accommodations

Should you be selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. We will work with you to ensure your full participation in the process.

How to Apply

Interested applicants are invited to apply online at www.milton.ca under the Employment Opportunities section. Please ensure your application is submitted by 11:59 pm on February 27, 2026.

If you are currently employed with the Town of Milton, please apply internally through the Jobs Hub app of your Workday account in order for your application to be processed as an internal applicant.

In accordance with the Freedom of Information and Privacy legislation, applicant information is collected under the authority of the Municipal Act and will be used strictly for candidate selection.