Customer Experience Analyst

2 weeks ago

Toronto, Canada Hydro One Networks Inc Full time

**49236** - **Toronto** - **Rotation** - **24 months**

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.4 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One

**Job Function**:
The Analyst will support the Customer Experience team by assisting with strategies to optimize customer engagement, provide insights and implementation recommendations to Hydro One through the efforts of CX surveys, external best practices, mining of all internal customer data, Customer Segmentation, and Journey Mapping This Analyst will work collaboratively with our internal clients to ensure the accuracy of the data and assist with the development of insight-driven recommendations centered around best in class customer experience. These recommendations will support business objectives such as marketing strategy, contact center, energy conservation, financial assistance programs, as well as strategic and tactical customer care opportunities.

Your job duties may include:

- Translating analytical insights into recommendations to deliver increased performance for our internal client leveraging SPSS and Excel
- Quality Assurance checks of Vendor Research presented to the business
- Develop presentations for stakeholders and management, summarizing key findings and areas of opportunity
- Leverage industry research to understand motivation, needs, and values, sharing the influences with Market Solutions in the development of marketing, digital and creative initiatives
- Analyze and recommend best practices and customer insights back to Market Solutions and various internal clients to assist them in selecting the best messaging, tactics and channels to communicate effectively back to customers
- Participate in project meetings and proposal evaluations, and ensure changes are correctly implemented
- Collaborating with 3rd party vendors and assisting with managing project timelines and deliverables
- Utilizing segmentation data to determine customer opportunities
- Assisting with journey mappying customers experience through various touch points in the organization determining opportunitites for improvement.

**Selection Criteria**:
**Education**:

- Requires knowledge of business, economics, Stats, math, assist in the planning and development of customer engagement strategies and programs. This knowledge is considered to be normally acquired either through the successful completion of a four year university education in business, economics, Stats, math, or equivalent experience.

**Experience**:

- Requires at least 2+ years' experience in insights and analytics within a corporate environment. In addition, experience in Customer relationship management, customer segmentation, and overall business strategy.
- Requires experience in research and analysis in order to analyze marketing activity results and provide recommendations for improvement on future campaigns and initiatives. A period of up to 4 years is considered necessary to gain this experience.

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

**We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2024.**

**Deadline: March 12, 2024**

**Job Segment**:Telecom, Telecommunications, CRM, Relationship Manager, Technology, Customer Service

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