Business Analyst, Customer Experience

2 weeks ago

Mississauga, 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 problem-solving 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 fast-paced, deadline-driven, monitored environment.

**Experience**:

- Proficient in Vizio, Lucid Chart, or other process documentation systems.
- Proficient in Microsoft Office with intermediate skills using Excel.
- Minimum 1 - 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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