Business Analyst, Customer Experience

2 weeks ago

Mississauga, Ontario, Canada Just Energy Full time

Description

Business Analyst, Customer Experience

Job Summary:

Responsibilities:

  • Work closely with business stakeholders to understand customer communication needs, challenges, and goals, translating into requirements documentation for delivery systems that adhere to established regulatory, industry, and business best practices.
  • Partner with analytics teams to ensure the implementation of dashboards and reports that deliver customer communication metrics to provide actionable insights for improvements and ensure adherence to governance policies.
  • Lead change management activities related to implementing new policies, procedures, and communications, including tracking initiatives, facilitating testing, and ensuring all documentation is accurate.
  • Identify opportunities to streamline communication processes and workflows. Develop and implement process improvement initiatives to enhance efficiency and ensure compliance with communication governance policies.
  • To ensure cohesive communication strategies and initiatives, fostering collaboration and alignment across departments, such as marketing, sales, customer service, and IT.
  • Manage multiple workstreams, varying timelines, and a variety of inputs from stakeholders.
  • Facilitate recurring status calls with the internal stakeholders and vendors.

Requirements:

  • Excellent business written and verbal communication skills.
  • Excellent presentation, negotiation, and consulting skills
  • Solid knowledge of project management methodologies, facilitation methods, and problemsolving skills
  • Strong understanding of customer communication best practices.
  • Strong attention to detail and organization.
  • Positive interpersonal, negotiations, and human/customer relations skills.
  • Strong time management skills and the ability to prioritize tasks by solving practical problems and dealing with various concrete variables in situations where only limited standardization exists.
  • Able to execute duties with minimum supervision in a fastpaced, deadlinedriven, monitored environment.

Experience:

  • Proficient in Vizio, Lucid Chart, or other process documentation systems.
  • Proficient in Microsoft Office with intermediate skills using Excel.
  • Minimum 2 years of relevant professional experience.

Education:

  • Bachelor's degree in a relevant discipline such as Marketing, Business, Computer Science, or a related field.
  • 5+ years of relevant professional experience if no bachelor's degree.

Primary Location:
CA-ON-Mississauga

Work Locations:
ON-Mississauga-Courtney Park 80 Courtney Park West Mississauga L5W 0B3

Job:
Customer Service

Organization:
Canada

Schedule:
Regular

Shift:
Standard

Employee Status:
Non-Management

Job Type:
Full-time

Job Level:
Day Job

Travel:
No

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