Customer Experience and Process Improvement Analyst

At Hydro Ottawa, we empower the lives of the people in the communities we serve.

As the electricity distributor to the Nation's Capital, our work powers all the essential activities that make up our lives - at home, at work and at play. And as Ontario's largest municipally-owned producer of green power, we are leading the way to a greener tomorrow.

We are looking for trailblazers and innovators to join us as we build an energy future that will keep our City and our planet green for generations to come.

Are you ready to make a difference in our community?

JOB SUMMARY

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.

MAJOR RESPONSIBILITIES

The essential responsibilities of the job include but are not necessarily restricted to the following:

• 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.

EDUCATION AND EXPERIENCE

• Minimum two year post-secondary education in a related field such as Business Administration. University degree is preferred.

• Experience and formal training combined with demonstrated performance and ability may substitute for academic requirements. For example, 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

• Bilingual (English and French) considered an asset

The terms and conditions of employment for this position are governed by the collective agreement between Hydro Ottawa Limited and IBEW Local 636.

Hydro Ottawa offers a Hybrid Work Model. Hybrid work is position specific, the details of which the hybrid model will be discussed with successful candidates.

Hydro Ottawa may use artificial intelligence ("AI") during the recruitment process to aid in the screening and selection of candidates.

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Hydro Ottawa is committed to establishing a qualified workforce that reflects the diverse population it serves and we encourage applications from all qualified individuals. We are also committed to preventing and removing barriers to employment for people with disabilities, and we invite you to inform us should you have any accessibility or accommodation needs.

Applicants must be legally entitled to work in Canada.