Customer Experience Analyst

Customer Experience Analyst (Transit)

**Job Number**:3575

**Job Type**: Full-Time
**Location**: 250 Strasburg Rd - Transit-Strasburg Road Ops
**Job Category**: Transportation
**Number of Positions**:1
**Department**: Customer Service (Transit Services)
**Division**: Transportation Services
**Hours of Work**: 35 - Monday - Friday, 8:30am - 4:30pm
**Union**: CUPE 1883
**Grade**: CUPE 1883 Grade 010
**Salary Range**: $36.54 - $41.36 per hour

**About Us**
- The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:

- Taking only what we need
- Leaving some for others
- Keeping the dish clean
- This agreement underpins our vision, mission, and core value, and reinforces our dedication to meaningful reconciliation and equity.
- Waterloo Region is home to over 674,000 residents and expected to grow to nearly one million by 2051.
- Guided by our 2023-2027 Strategic Plan, “Growing with Care,” we prioritize homes for all, climate aligned growth, equitable services and opportunities and a resilient and future ready organization. Our mission is to provide essential services that enhance the quality of life for all residents, while our core value emphasizes caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.

**The Role**
- Tracks, monitors, and documents issues with transit customer service systems (fare system, MobilityPLUS). Coordinates with internal technical staff and vendor for resolution/fixes, and communicates to customer-facing direct service staff and the public. Maintains program documents and reference guides. Identifies and analyses trends, gaps, and business processes to develop improvements and enhancements to the customer experience.**Duties/Responsibilities**
- Resolves customer issues related to fare cards. Investigates problems and follows up with customers. Reverses payments and credits customer accounts per criteria and limits.
- Identifies, analyses, troubleshoots, and documents transit fare system issues, and follows up with customers for information.
- Works with transit technical staff and system vendor to review technical issues, exchange information, problem solve, and coordinate timelines and priorities for timely resolution. Monitors and follows up until issues are resolved.
- Creates and maintains a log to document and track system issues and resolutions. Maintains related program data, including resources and job aids used by customer-facing direct service staff. Provides user support to staff.
- Communicates customer issues to other divisional staff (e.g., customer service, marketing, operations). Creates and maintains customer notices and articles for the service first contact centre (SFCC).
- Participates on project teams to represent the client and user experience perspective. Works with vendor, transit technical staff, and corporate ITS regarding system configuration, testing, troubleshooting, validation, end-user training, and rollout. Provides input into project plans.
- Provides input to management regarding program processes, forms, scripts, communications, and policies.
- Provides reports and data for performance metrics and the Department’s dashboard.
- Works with cross-functional teams to identify end-to-end solutions to improve the customer experience.
- Handles escalations from customers or assigned by senior management.
- Has a p-card and signing authority (e.g., test fares, web transactions, payment reversals).
- Backs up some duties of the Customer Service Coordinator and Customer Experience Project Coordinator.
- Performs related duties as assigned.

**Knowledge, Skills, and Abilities**
- Knowledge and skill acquired through a 2 or 3-year diploma/degree in a related field plus 2 years of directly related experience, or an equivalent combination of education and experience such as a grade12 education plus 5 years of directly related experience.
- Knowledge and skill in client experience and problem management/troubleshooting principles, methodologies, and issue resolution techniques (e.g., ITIL), and business process analysis.
- Knowledge of and ability to comply with policies, procedures, legislation, and vendor system agreements.
- Organizational, analytical, project coordination, and problem solving skills to work independently; track, analyze, and troubleshoot issues; monitor and follow up with others for issue resolution; and identify and recommend system changes and fixes to enhance the customer experience.
- Communication, human relations, and presentation skills to describe system issues clearly using technical terminology (according to audience); provide information and updates to divisional staff and customers; triage with customers and resolve issues; provide training and support to other staff and management; and p