Customer Solutions Dealer Business Analyst

Customer Solutions Dealer Experience Business Analyst

Job Category
:
Customer Solutions

Supervisor
:
Christian Meredith

Requisition Number
: CUSTO
004163

• Posted :
  September 23, 2026
• Full-Time
• Remote
• Salary : $64,000 CAD per year

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Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a best-in-class experience for all customers’ home comfort needs. While we are proudly Canadian, Napoleon is also fortunate to operate on a world-wide scale.

The warmth and experience that Napoleon product brings to the homes of our customers transcends borders, language, and cultures to elevate everyday experiences, so you love being home. Throughout North America, Europe, South America and Asia, Napoleon creates memorable moments through our stunning designs and innovative technologies.

This posting is for an existing permanent vacancy and is actively being recruited for.

Title: Customer Solutions/Dealer Experience Business Analyst - 12 month contract

Reports to: Senior Manager Customer Solutions

Hours of work: 8:30 a.m. to 5:00 p.m., Monday to Friday

Job Purpose:

Reporting to the Customer Solutions Senior Manager, the Customer Solutions/Dealer Experience Business Analyst is responsible for understanding the structure, policies and operations of the Customer Solutions & Dealer Experience Departments and providing support & reporting to the Manager, that enable accurate and detailed analysis of the operational success/opportunities of all aspects of the business. Understanding, defining, and mapping business processes with the goal of report writing, programming and report building are the foundation of this position.

Key Responsibilities and Accountabilities:

• Create, update, maintain & develop programs commonly used by the department, including ERP, Phone/Chat systems & tools such as but not limited to Proactive ETA/ATP distribution. Produce expert, high-level and detailed programs & reports using MS Office suite, MS Enterprise systems (ERP, CRM, Phone, Chat), Power BI, data cubes to support the business decisions of the department and the company. Create, update & maintain various documents/reports aimed at improving business analysis and desk level support to the department associates.
• Create relevant and detailed, automated "dashboard" style reporting (to be auto-updated daily, weekly, monthly, etc. as required) for drill-down and data mining by the Analyst and various leadership.
• Data mine and analyze statistics to support application development, identify trends and streamline efficiencies within the department.
• Participate in the definition of business requirements to enhance current products and tools used by the department.
• Perform process mapping and suggest necessary improvements.
• Produce/program/automate reports and provide critical analysis of reports using MS Office suite, MS Enterprise systems (ERP, CRM, Phone, Chat), Power BI, data cubes and design required reports. Create, update & maintain various documents/reports aimed at improving business analysis.
• Analyze statistics (data mine) to support application development, identify trends and streamline efficiencies within the department;
  Proactively analyze business processes to determine efficiencies and make recommendations to implement/affect change.
• Participate in the definition of business requirements to enhance current products & tools under guidance of the Senior Manager.
• Regularly meet with front line staff and SMEs (one-on-one or in focus groups) as directed by the Senior Manager to evaluate business requirements and develop action plans to meet all information targets to provide…