Digital Analyst

4 weeks ago

Markham, Canada ENERCARE Full time

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.

Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work

**Role**: Digital Analyst - Customer Experience

**Reports to**: Senior Manager, Digital Customer Experience

**Job Type**: Full Time, Regular

**Division**: Enercare Home and Commercial Services

**About Enercare**:
Enercare is one of North America's leading home and commercial services and energy solutions companies. As a proudly Canadian-owned organization, we are committed to providing the best services, solutions, and advice to make our customers' homes as comfortable as possible. Our focus is on putting people first through listening to our customers, continuous improvement, and creating a destination for career development.
We offer comprehensive benefits, a DC Pension Plan, and a savings match plan. If you are passionate about joining an organization committed to delivering 5-Star Customer Service, we would love to hear from you. Enercare has adopted a hybrid work environment as we explore the best options and technologies for the future of our people and our organization.

**Role Overview**:
As a Digital Analyst in our Customer Experience team, you will play a pivotal role in enhancing our digital customer experience and self-service capabilities. Reporting to the Senior Manager of Digital Customer Experience, you will be part of a highly visible and agile team that maintains and delivers new self-serve capabilities to a large customer base. This is an excellent opportunity to gain exposure to the various facets of building, maintaining, and supporting the development and operations of a growing self-service platform.

**Key Responsibilities**:

- Work with the Senior Manager, Customer Experience to build and refine user stories for product development.
- Manage day-to-day tasks and activities related to the digital customer experience.
- Conduct direct & indirect competitor research
- Assist in defining, running, and measuring A/B testing for self-service functionality to optimize user experience.
- Monitor and analyze customer behavior to identify areas of friction and recommend improvements.
- Prepare reporting and presentation materials to showcase work progress to cross-functional teams and stakeholders.
- Open support tickets with IT and track progress until completion
- Execute user acceptance testing to ensure high-quality feature releases.

**Qualifications**:

- Bachelor's degree in business, Marketing, or a related field.
- 1-2 years of experience in an analyst role or a similar position.
- Strong analytical skills with the ability to interpret data and make actionable recommendations.
- Intellectual curiosity and a keen interest in technology.
- Excellent research, communication, and problem-solving skills.
- Ability to work effectively in a fast-paced, collaborative environment.
- Excellent oral and written communications skills
- Familiarity with A/B testing, user story refinement, and Google Analytics is a plus.
- Familiarity with Azure DevOps is a plus

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disabil

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