Online Business Analyst

4 weeks ago

Mississauga ON, Canada City of Mississauga Full time

Vacancy Type: Permanent
Experience Business Analyst to join our dynamic environment to create a real impact on customer experience (CX) for riders and employees. We're building a customer-focused culture and using data and human-centered design tools to move our customer success strategy forward.
Reporting to the Manager, Customer Experience & Innovation, the successful candidate will bring a CX-first mindset and use customer data and insights to support actionable, division-wide recommendations and projects.
MiWay's vision is to provide a safe, reliable, and efficient travel choice that delivers an excellent customer experience. This role is integral to researching, planning and delivering on projects that improve the customer experience.
Aggregate, analyze and synthesize the voice of the customer data & research to understand customer behaviors, mindsets, needs, and expectations across the MiWay journey (e.g. customer call center feedback, CSAT reports, surveys, focus groups, MiVoice, in-field observational research, panel feedback, empathy mapping, customer analytics/ridership data, social media, and best practices)
Identify trends, monitor, report and prepare recommendations to drive customer experience objectives, efficiencies, and innovation; develop key performance indicators and metrics
Translate data and research into highly impactful, tangible recommendations to improve the customer experience (e.g. pain points, action plans) using a human-centered design approach
Use data trends and visual storytelling to illustrate and gain alignment on the priority opportunity areas and next steps that meet and anticipate the needs of our customers
Assess and report on the impacts of recommended actions on existing projects, policies, processes, divisional and team goals, identify gaps and risks, and recommend mitigation strategies supported by relevant KPIs
Develop high-quality communication tools and CX resources to improve knowledge of customer insights and enhance the employee experience
Build a customer-first mindset with all teams and at all levels at MiWay, shifting the organization to focus on customer needs, expectations, and satisfaction levels
Lead a wide range of internal, multidisciplinary teams (e.g. brainstorm sessions, viability discussions, project working groups) to improve the customer-focused design of physical, digital, and service touchpoints across the customer journey
Actively seek input from stakeholders on customer experience priorities to ensure buy-in, facilitate alignment, and share constructive feedback with colleagues to continuously build our CX practice
Lead initiatives in response to the needs of internal and external customers while communicating goals, performance, and mitigation actions transparently
Develop, maintain, and present project deliverables such as customer journey maps, storyboards, business cases, presentations, project management plans, and other artifacts
Deliver staff and leadership cultural and tool training
Lead and participate in MiWay and City outreach activities and events
Must have post-secondary education in a related discipline such as Commerce, Business Administration, Communication, Culture & Information Technology (CCIT) User Experience Design, or any other related discipline field
Minimum of three (3) to five (5) years of relevant experience in conducting research, data collection/analysis/forecasting, metrics, and supporting customers within a large organization.
CX-first mindset, with a minimum of five (5) years of professional experience in a Consulting, Marketing, Communications, CX, UX or EX capacity is preferred
Demonstrated ability to initiate and execute projects utilizing facilitation skills, customer experience, human-centered design tools, Lean methodologies, change management, and project management principles, practices, and theories
Demonstrated presentation and facilitation skills with the ability to design, develop, deliver, and assess training to staff related to business initiatives, processes and applications
Exceptional computer skills, with above average abilities in Tableau, SQL, Word, Excel, SharePoint, Adobe Creative Suite (Illustrator) and PowerPoint are preferred
Hourly Rate/Salary: $ 86,858.T&W/Transportation&Works Dept , T&W/Mississauga Transit , MT Business Development
A Criminal Record and Judicial Matters Check (Level 2) or Vulnerable Sector Check (Level 3) will be required of the successful candidate, at their own expense, to verify the absence of a criminal record for which a pardon has not been granted.
You can also check your application status in your candidate profile online.
Equity, Diversity and Inclusion
The City of Mississauga is committed to creating a respectful and supportive workplace that fosters a culture of equity, diversity and inclusion which broadly reflects the communities and residents we serve. Learn more about the City's commitment to Equity, Diversity and Inclusion.
The City of Mississauga is an Equal Opportunity Employer and is committed to removing barriers in our selection process for people with visible and invisible disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the City of Mississauga will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities.

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