Customer Experience and Process Improvement Analyst

Hydro Ottawa•Ottawa, ON

10d•CA$59,001 - CA$90,669•Hybrid

About The Position

The Customer Experience & Process Improvement Analyst drives customer-centric projects and initiatives aimed at enhancing operational efficiency and effectiveness across the organization. Collaborating with cross-functional teams, this role supports the successful implementation of customer experience strategies aligned with corporate goals. The Analyst is actively engaged in mapping customer experiences, measuring and evaluating customer behaviors and sentiments, and identifying areas for improvement and innovation. This role also involves drafting detailed business cases, articulating clear business requirements, and evaluating and refining business processes to spearhead efforts that optimize operations and boost efficiency.

Requirements

Minimum two year post-secondary education in a related field such as Business Administration.
Minimum 3 years experience in roles such as Business Analyst, Process Improvement Analyst, or similar, with a focus on customer experience and operational efficiency.
Strong computer skills; proficient in the use of office productivity and collaboration tools preferably Google Workspace.
Proficiency in Microsoft Office Suite is an asset.
Experience with customer journey analysis, business process mapping, and deriving insights from data is an asset.
Experience in defining business requirements, drafting business cases, and conducting cost-benefit analyses to support project proposals is an asset.
Familiarity with Artificial Intelligence (AI) tools to enhance customer experience and automate processes is an asset.
Project Management designation or accreditation considered an asset
Background in customer-focused roles within the utility or energy sectors is an asset.
English essential, both oral and written
Applicants must be legally entitled to work in Canada.

Nice To Haves

University degree is preferred.
Bilingual (English and French) considered an asset.

Responsibilities

Organize project initiatives using project management tools and methodologies
Work closely with cross-functional teams to understand business objectives and align customer experience goals to ensure successful project outcomes.
Collaborate with data analyst(s) to leverage customer data across multiple channels, uncovering actionable insights that drive strategic decision-making and enhance the customer experience.
Create and facilitate cross-functional customer journey mapping and process evaluation to identify and prioritize opportunities for improvement.
Evaluate existing business processes and systems from the customer's and employee’s perspective to identify and recommend areas for improvement.
Draft comprehensive business cases, including cost-benefit analyses, for proposed projects to ensure alignment with organizational goals and strategic priorities.
Analyze and map end-to-end business processes to identify and participate in implementation of enhancements that drive operational efficiency.
Translate business requirements and customer research into detailed definitions, documentation, and functional design concepts.
Engage with internal and external customers throughout the development lifecycle to ensure new applications, processes or products meet their needs.
Develop and conduct usability and scenario testing to validate that solutions meet user needs and expectations before deployment.
Recommend and monitor key performance indicators (KPIs) to assess the effectiveness of customer experience enhancements and operational improvements.
Capture and analyze the voice of the customer (VoC) through various channels (surveys, feedback, etc.) to identify trends, pain points, and opportunities for improvement.
Draft recommendations for and update documentation, including policies, procedures, and training materials, ensuring accurate communication to stakeholders and seamless knowledge transfer and implementation.
Conduct knowledge transfer and change management initiatives to promote the successful adoption of new processes and systems.
Offer cross-functional project support to various groups within the Chief Customer Officer Division, both during and after the rollout of new initiatives.
Generate reports and presentations to communicate findings, analyses, and recommendations to management and key stakeholders.
Document results of initiatives evaluating success against the goals set at the outset and outlining lessons learned.
Stay current with industry trends and best practices in customer experience through research and networking.
Oversee the administration of customer-focused programs and support critical applications and systems, troubleshooting issues with business stakeholders and IT.
Perform other related duties as required.