Customer Experience Analyst
Hydro One Networks Inc•Toronto, ON
•CA$3,610 - CA$5,157•Onsite
About The Position
The Analyst will support the Customer Experience team by assisting with strategies to optimize customer engagement, provide insights and implementation recommendations to Hydro One through the efforts of CX surveys, external best practices, mining of all internal customer data, Customer Segmentation, and Journey Mapping. The Analyst will work collaboratively to support Hydro One’s demand flexibility customer initiatives including the Virtual Power Plant program.
Requirements
- Requires knowledge of business, economics, Stats, math, assist in the planning and development of customer engagement strategies and programs.
- Normally acquired either through the successful completion of a four year university education in business, economics, Stats, math, or equivalent experience.
- Requires at least 2+ years' experience in insights and analytics within a corporate environment.
- Experience in Customer relationship management, customer segmentation, and overall business strategy.
- Requires experience in research and analysis in order to analyze marketing activity results and provide recommendations for improvement on future campaigns and initiatives.
- A period of up to 4 years is considered necessary to gain this experience.
Responsibilities
- Translating analytical insights into recommendations to deliver increased performance for our internal client leveraging SPSS and Excel
- Quality Assurance checks of Vendor Research presented to the business
- Develop presentations for stakeholders and management, summarizing key findings and areas of opportunity
- Leverage industry research to understand motivation, needs, and values, sharing the influences with Market Solutions in the development of marketing, digital and creative initiatives
- Analyze and recommend best practices and customer insights back to Market Solutions and various internal clients to assist them in selecting the best messaging, tactics and channels to communicate effectively back to customers
- Participate in project meetings and proposal evaluations, and ensure changes are correctly implemented
- Collaborating with 3rd party vendors and assisting with managing project timelines and deliverables
- Utilizing segmentation data to determine customer opportunities
- Assisting with journey mapping customers experience through various touch points in the organization determining opportunities for improvement
Benefits
- extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
