Customer Solutions Analyst

6 months ago

Woodbridge, Canada 407 ETR Full time

Position Summary:
The Customer Solutions Analyst’s core responsibility is to be a customer experience and internal process expert. They are driven to improve the customer experience through all channels. The individual will complete customer data analysis, review, and recommended process efficiencies. They will support transformational initiatives and execute change management activities.

Duties and Responsibilities:

- Voice of the Customer survey feedback
- Support data to prepare business cases.
- Transactional (call volume reasons, website transactions etc.)
- Presenting your analysis in various forms (ex. Excel, PowerPoint, Tableau, infographic etc.) to share valuable information considered for business recommendations which will be used to:

- Make key business decisions.
- Determine the effectiveness of past and current initiatives.
- Support Management with coaching or employee recognition
- Build relationships and communicate frequently with members of the Customer Operations Team, other members of the organization, and occasionally people outside of the organization (ex. customers, consultants, etc.)
- Provide support for workshops. Example: Customer Journey Mapping
- Communicate with key stakeholders on a regular basis and respond to specific queries.
- Reporting of company initiatives and programs
- Develop and implement data analyses, data collection processes, visualization techniques, in order to identify gaps, patterns, trends, optimize data collection and analysis, and to provide the Leadership team with information that will help them make decisions.
- Provide suggestions and improve department processes.
- Analyze customer feedback and prepare reports. Perform tests, evaluate delivered changes and customer support services, and facilitate improvements.
- Contribute to the ongoing development and refinement of processes and methodologies.

Qualifications:

- Post-secondary education in a related field, such as Business Administration, data analytics
- Strong analytical skills with ability to collect, organize, analyze, and disseminate large data sets.
- Must have strong knowledge of MS Excel, Tableau, Power BI and CRM software.
- Experience in LEAN Methodology preferred.
- Exceptional business writing and verbal communication skills (including presentation skills)
- Ability to analyze customer data and interpret results.
- Assist in project planning, monitor project progress, and identify potential risks.

Our Offer
- 407 ETR usage (taxable benefit)
- Competitive salary, bonus structure
- Competitive vacation package
- Community culture
- Continued education budget
- Expect excellence: Collaborative team, learn, and grow with a high-performance team.

About 407 ETR

Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.

On Highway 407 ETR, we offer peace of mind and a fast, safe and reliable trip. That’s why millions of drivers rely on Highway 407 ETR to get around the GTA. Every driver we serve is one less vehicle on a congested alternate route, giving drivers more time for the things that matter most.

407 International Inc. is the sole shareholder of 407 ETR and is owned by:

- Canada Pension Plan Investment Board (CPP Investments) through indirectly owned subsidiaries (50.01%);
- Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A. (43.23%); and
- SNC-Lavalin (6.76%).

Note:
_At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole._
- Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive._

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