Customer Experience Analyst

4 weeks ago

Oakville, Ontario, Canada FCT Full time
Customer Experience Analyst

FCT is seeking a highly skilled Customer Experience Analyst to join our team. As a key member of our organization, you will play a critical role in shaping our customer experience strategy and driving business success.

Key Responsibilities:
  • Support the development and implementation of customer experience initiatives across the organization
  • Analyze customer feedback and data to identify trends and areas for improvement
  • Collaborate with cross-functional teams to design and implement customer journey maps and other experience improvement initiatives
  • Develop and maintain metrics to measure customer experience and track progress
  • Communicate insights and recommendations to stakeholders and drive business decisions
Requirements:
  • 2-4 years of experience in a corporate environment with a focus on customer experience or voice of customer programs
  • Strong analytical and problem-solving skills, with experience working with data from diverse sources
  • Proficiency in Salesforce and Genesys contact centre/workforce management platform, Microsoft applications including Word, Excel and PowerPoint
  • CCXP certification or completion of all six competencies of CX through approved CCXP vendor
  • Bilingual in English and French is required
What We Offer:
  • Comprehensive benefits package, including virtual healthcare and an Employee & Family Assistance Program
  • Group retirement savings plan with company match
  • Paid holidays and generous paid time off
  • Hybrid work arrangements
  • Paid volunteer opportunities and charitable donation matching
  • Employee recognition programs that include referral incentives
  • Potential for performance-based incentives
  • The opportunity to participate in our stock purchase plan

FCT is an award-winning organization that values diversity, equity, and inclusion. We are committed to creating a workplace that is engaging, empowering, and rewarding for all employees. If you are passionate about customer experience and want to join a team that is dedicated to making a difference, we encourage you to apply.

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